Summary of qualifications

2.5 years as Security Admin, 2.5 years Filenet Admin, 6 years experience using 100 Phone Support/ Desktop Support, working with Active Directory setting up users troubleshooting and repairing computers, registers / printers on a 7 X 24 basis, providing 2nd-level technical support on PC / POS hardware related issues, also providing excellent call management and dispatch services using Clarify and Siebel7. Knowledgeable of data network protocols and topologies. Technical writing for clients and users via the internet, when functional specification and business requirement demand it. Efficient in Microsoft Office, Ms Projects, Ms Access, Ms Excel, Ms Visual Basic, Ms PowerPoint, Ms Word, Ms Works, Internet browsers, Internet Explorer, Mozilla Firefox, and email clients Outlook Express, Lotus Notes, Siebel7, Symantec Ghostcast, Practice Works, Clarify, DSL and Trouble Ticket such as Remedy. Responds strongly and positively to challenging work and deadlines and is able to work in fast paced, dynamic and team oriented environment.

Software:

Windows 95, Win 98, Microsoft NT 4.X Server, Win 2k Pro, XP, Novell NetWare 4.X

Microsoft Office 97,2000, 2002 Including Access, Excel, Microsoft Visual Basic 4.X PowerPoint, Word, Works, Internet browsers Internet Explorer, and email clients Outlook Express, Lotus Notes, Siebel7, Practice Works, Clarify, PayPlus, Fed Plus Wirehouse, Wirestar, SQL, Thompson, and Remedy, Symantec Ghostcast

Hardware:

Gateway, Hewlett Packard, Dell, Compaq, Hewlett Packard printers, Xerox Printers Lexmark Printers, IBM Printers, IBM Registers, NCR Registers, NCR Printers ScoLans Raps. Experience with Computer Repair and Point of Sale Systems Repair. Active Directory

Technical Training:

Solid knowledge of Microsoft Word, Excel, Access, PowerPoint, Ms Works, Local Area Networking 1 2, Operating Systems Concepts, Computer Concepts, Program Design and Development, Micro Computer Installation and Maintenance, Windows programming using Visual Basics 4.X, Introduction to MS Dos, Advanced Computer Repair, Networking Concepts, Microcomputer Database Programming, Help Desk Troubleshooting

Professional Experience:

Confidential

Job Title Duties: QA Lab Tech

Assist with building Windows-based operating systems 2000/XP and device configuration. Respond to and update change tickets in accordance with department procedures. Perform written and verbal turnover of open issues daily. Ensure hardware inventory is updated and accurate. Detailed Description of needed deliverable: Deliver test ready non-production store environments complete with various clients by requested date. Provide onsite support for device troubleshooting to include power cycles/reboots, cable testing/replacement, and printer installations. Responsible for setting the Vlan, installing the cabling on the Vlan networking the ports on the registers and wall. Responsible for 10 labs. Responsible for deployment of more then 150 pc's and over 20 printers...

Confidential

Job Title Duties: Desktop Support

I am responsible for maintaining hardware, software, setting up, installing Cisco servers for Enterprise Car Rental, and networks for computing platforms for over 300 users at various locations in the Atlanta metro area. Responsible for deployment of more then 300 pc's and over 100 printers. Configures, assembles and installs microcomputers, workstations printers Xerox and Avaya VOIP phones.

Confidential

Job Title Duties: FileNet Admin/ Security Administrator

Responsibilities included 1st and 2nd level support, managing ticket queues, support FileNet infrastructure by monitoring the traffic service making sure that it is up and running and making sure all of the components are running. I also was responsible for creating Filenet architectures by adding various divisions to a single business unit. Daily monitoring of imported files, provide corporate security support to internal users and to external client requests, print queues, password expiration, administrating user rights, giving access, allowing users to view and scan accounts payable and accounts receivable documents, configuring user software resetting passwords, adding users to different FileNet server groups maintaining servers, Panagon Report Manager Application, journal voucher and W2 tax access also supporting FileNet applications installing and removing applications. Teach users by answering questions interpreting operating instructions providing references. Contribute to team efforts by accomplishing related results as needed corrective instructions consulting with coworkers and vendors. Applying security patches as needed upgrades from 3.5 to 4 xs

Confidential

Job Title Duties: Desktop Support ITA

I am responsible for being the main point of contact for user support issues. Monitors, operates and maintains hardware, software, and networks for a computing platform. Configures, assembles and installs microcomputers, workstations and/or peripheral equipment. Symantec ghostcast Imaging NT, 2000 to XP made sure customer VPN worked, Installed anti-Virus software, Norton and Microsoft, installed Oracle, Teradata, Golden, Ms Visio MS Projects, Ms Streets and Maps, Map Point, Toad, SQL2000 and many more. Assist in module testing and integration efforts. While developing, building and maintaining technologies solutions. Troubleshooting and managing Microsoft platform technologies. Monitors, operates and maintains hardware, software, and networks for a computing platform. Worked with Active Directory, Exchange and Blackberry

Confidential

Job Title Duties: Level 2 Technical Support

Providing experienced administrators with reference to system maintenance and security tools, creating profiles and editing profiles and connectivity problems including TRC, Lterm, and Host and FED connection problems. Helping user with accounting and balancing problems with FED and Payplus balance syncing, installing and configuring the different cash management software as relation to customer needs. Proficient in PayPlus, Fed Plus, Fox Pro, Wirehouse, WiresStar Able to interact with all levels within the organization. While possessing strong communication skills express ideas and concepts in writing and verbally. Using good organizational skills and ability to prioritize I was able to multitask and work with limited supervision. Used proactive communication with internal and external clients to ensure technology service needs are met. Worked with development staff and product management teams to review bugs, prioritize issues and resolve them based on customer needs. Expertly use Vantive and Onyx ticketing system. Assisted in migrating shared accounts to another web hosting company. Troubleshoot and resolve website and e-mail issues to the customer care site.

Confidential

Job Title Duties: Business Analyst

• Review, analyze and evaluate business processes, systems configuration, Data Mapping.
• Assisting End-Users with procedural and password security access problems. Using problem determination in a 100 phone support environment including internal Solution Center applications. With the use of Uni-Center Service Desk for ticketing system also using Password Reset Tools such as Active Directory Password Reset PWReset , Novell Netware Administrator, Currency Teller, EPORT Equifax Power Express , NCF Passwords Internet User IU Admin , and NT Password Reset CLANT .
• Managed reports and analyzed data for Credit Risk Management department including assisted financial analysts on file reviews, analyzing and updating their loan status. Manual execution of test scripts, Test the data integrity, loan origination, loan processing and forms produced from the PRISM software. Testing principles and concepts, building a test environment tracking defects and making corrections, and assessing testing status

Accomplishments:

• 20-35 calls a day with excellent customer service
• 90 percent and higher on productivity call times

Confidential

Job Title Duties: Remote Support Specialist POS /Desktop Support

Responsible for 100 phone support on a 7 X 24 basis providing second-level technical support on POS and hardware related issues, troubleshooting and repairing IBM registers 4693,4684,4695, 4693,4694 and printers 4610-TI2, TI4, TI8, TF6, TG4, Mod 1 Mod 2 Mod 3, Mod4.Reponsiable providing excellent call management and dispatch services using Clarify. Performing extensive network problem determination and resolution including high red part accuracy that equaled a higher solve rate.

Accomplishments:

• 20-35 calls a day with excellent customer service
• 90 percent and higher on productivity call times

Confidential

Job Title Duties: Tech Support Gateway and Bellsouth

Responsible for 100 phone support while ensuring the availability of hardware, software, and site infrastructure resources, including supporting the installation of DSL set up fast access, windows 95,98,ME, 2000, XP home and professional , printer installations, installing drivers to make sure computer or printer components work correctly, implementation of computer hardware and software and the operation and management of computer resources which are required to be operational on a 7 X 24 basis. Duties include problem analysis, resolution, and escalation when hardware, software or site infrastructure resources are unavailable or performing unsatisfactorily and impacting business processes. May interface with end clients, vendors, application support, and technical subject matter experts. Also responsible for performing change management procedures to ensure that hardware, software, and data center infrastructure component upgrades and new technology are implemented with little or no impact to client's business processes.

Accomplishments:

• 35-42 calls a day with great call resolve
• 90 percent and higher on productivity call times Professional References Provided Upon Request