SUMMARY:

• 15+ year’s successful experience in customer service & support with recognized strengths in account maintenance, problem - solving & trouble-shooting.
• Experienced with proprietary software, data entry and retrieval; update and maintain customer data. Familiar with general office equipment including copiers, fax machines and10-key calculators. Bilingual in Spanish.
• Superior interpersonal skills both written and oral, Technical Writing combined with the ability to establish rapport quickly and easily among diverse groups.
• Excellent listening skills; poised in large and fast-paced environments.
• Excellent reputation in the design and implication of office procedures with in various industries; possess a well-developed portfolio of managerial relationships and support staff inquiries.
• Top - rank communicator with ability to disseminate ideas and generate action throughout an organization while exercising independent judgment, decision making abilities, and a high level of confidentiality.
• Functional effectively both as a self-directed self-motivated individual and as an active, contributing team member.
• Customer-oriented, with demonstrated ability to develop an instant rapport and lasting relationships with new and existing clients, through maximum attention to total quality, complete customer satisfaction and service beyond expectation based on consistent and comprehensive follow-through telephone, or by correspondences.
• Familiar with action planning and recommendation and/or suggestions for enhancing daily operations.
• Strong problem-solving proficiency and decision making ability; able to draw from experience and knowledge, and apply to current situations in a timely manner
• Able to demonstrate document composing, compiling and presentation; with superior grammar and comprehension of the English language and vocabulary.
• Knowledgeable of computer software; receptive and adaptable to new discoveries to make tasks more productive and efficient.

WELL-SEASONED PROFESSIONAL WITH PROVEN SKILLS IN:

Crisis Management Transportation Routing & Scheduling Service Improvement Team Motivation Supervision and Training Time Management Vendor Sourcing and negotiations Project Coordinator Contract Management

PROFESSIONAL RELATED EXPERIENCE:

IT Infrastructure Manager

Confidential

Responsibilities:

• Set up of new infrastructure using Microsoft services.
• Deployment of Microsoft office 365 to all users, AD to cloud from local.
• Build of Azure servers and services.
• Network configuration for both offices.
• Sonic wall setup.
• Azure force sync scripts and process.
• Outlook configuration for users.
• VPN set up using cisco anyconnect.
• Set up of new phone system using broadsmart.
• Voice mail set up and configuration.
• Active Directory security including adding removing users.
• Creating user security right and groups.
• Break and Fix.
• Writing SOP and knowledge base article for users.
• Create and maintain sharepoint sites.
• Training to all end users on Microsoft teams, OneDrive, excel, word, power point and other software included on MS Office365 E3 license.
• Set up EDI process for invoicing mapping on Aljax system / automation to pull critical sales information.
• Federation communication with outside domains.

Sr. Application Support Specialist / B2B and EDI specialist

Confidential

Responsibilities:

• Support and maintain a healthy network VLAN TCP/IP and configuration thru Cisco controlled switches.
• First line testing for Mercury Gate.
• Configuration of RF unit both handheld and sensors. B uild and maintain database for AS400 / CargoWise / GDS / Griffin / SQL and TMS.
• Customization of Confidential .
• Change Management and testing.
• Meet and maintain service agreement SLA thru Service Now ticketing system.
• Active Directory Maintenance and rights.
• Printer support including Secure print setup.
• Helped in the Implementation from office 2010 to Office365 E1 for over 2300 users/ Azure assistance and building along with continued support for all Microsoft software and products.
• FTP automation from Griffin software / CargoWise / TMS / GDS (Global Distribution System) support which included working with off-site provided support and our counterparts in Japan (where the software was hosted).
• Trouble shooting US Customs ABI and ACE related issues.
• Every day break and fix support on all hardware and software including VMware and MS managed servers.
• Daily support and maintenance for the Chicago branch staff of 290 people.
• Cisco VOIP phones (various models) configured and programed over Cisco Call Manager and Unity Voicemail setup.
• Label Matrix and Bartender label making software support and label customization, along with Zebra / SATO label printers configuration / support. B2B and EDI Trouble Shooting.
• JDEdward EDI transfer supports and troubleshooting of mappings.

Sr. Support Analyst / Application Support Analyst

Confidential

Responsibilities:

• Monitor all servers and support queue for any issues, maintain SLA guarantees to clients.
• Virus and Malware checks maintenance. Build and maintain VMware machines including Citrix XenDesktop/ XenApp Run scheduled and nonscheduled backups and or restorations. responsible for maintaining hardware, support and software users both onsite and remote users including windows 10,8.1, and 7 portable devices including Microsoft Pro editions iPad, iPhone and androids.
• Adding, Maintenance of AD
• Network file permissions create distribution lists.
• Enter incidents into a ticket tracking system.
• Write out procedures and instructions for applications and software.
• End user email management, Exchange & Office 365 user management, Email bounce back troubleshooting, SPAM services, Webmail along with Lync support.
• Managed off site personnel with remote desk top, LogMeIn and Team Viewer.
• Monitor and maintained firewalls.
• Customer service. SQL query Building and Processing.
• Monitor and Propitiatory finance software in Linux code.

Sr. Support Analyst / Application Support

Confidential, Chicago, IL

Responsibilities:

• Responsible for maintaining hardware, support and software to 350 computers /VMware machines and users both onsite and remote users including windows 7, iOS, portable devices including MS surface Pro editions iPad, iPhone and androids. Leading technician on migration from windows XP machines to Windows 7.
• Monitor and maintenance of Firewall. Installation and configuration of VOIP phones.
• Trained 2 junior technicians.
• Building and Maintaining Active Directory. Network file permissions, create distribution lists.
• Enter incidents into ServiceNow tracking system.
• Write out procedures and instructions for applications and software.
• Manage office 360 accounts along with Lync support.
• Set up audio and visual conferencing for parties of up to 6 people in different locations using Skype and Lync.
• On call support for all technical trouble shootings. Monitor and maintained firewalls.
• Managed off site personnel with remote desk top, LogMeIn and Team Viewer.
• Also, technical support for Linux based CUBS system and EDI Process Mapping.