Summary

• Highly motivated, career driven business professional currently seeking a project management position in Research and IT with a company that will utilize previous experience and skills to meet business objectives and support commitments to customer service,
• employee development and continuous improvement with exceptional customer relationship management skills at all levels up to the executive level.
• Apple Cert, AirWatch Mobile Device Management, MCDST, Microsoft Office, Microsoft Exchange, Microsoft SharePoint, Adobe, GroupWise, HTML, Cisco Call Manager and Unity, Windows XP, Windows Vista, Windows 7, Lotus Notes, Strong Data Entry Problem-Solving Skills,

Employment

Confidential

Support Analyst II, Information Technology

• Call Logging Assignment: Responds to incoming requests e.g., e-mails, dashboard alerts, chat, telephone calls, voicemail, or in person and accurately identify, diagnose, prioritize, log and dispatch, escalate or resolve the service requests within established SLA standards, entering and reporting technical problems, causes and solutions within the call logging software.
• Support: Understands business concerns and needs, and identify unique opportunities and assist in developing solutions for customer and company needs, committing to providing superior customer service, communicating technical issues both orally and in writing and operate in high pressure situations and successfully handle multiple priorities while remaining positive and flexible.
• Diagnosis: Diagnoses current Windows, Apple, Android, telephony and other technology related hardware and software problems by asking accurate, concise, questions in a professional and timely manner.
• Documentation: Creates and maintains documentation for all standard Technical Support policies, procedures, and practices and develop how-to documentation, training material and FAQ lists for customers.
• Troubleshooting: Troubleshoots issues for problem recognition, research, isolation, resolution, and follow up for desktop, mobile both hardware and software and enterprise applications, local/networking printing, e-mail, connectivity, remote access, and hardware issues, repairing/replacing hardware as necessary.
• Airwatch Mobile Device Management Project Lead
• Develops and supports procedures that will empower best practice deployment, configuration and end user support of mobile devices within the business community, with focus on Apple iOS and Android devices.
• Participates in the implementation of the BYOD Bring Your Own Device implementation.
• Develops reports, analyze data correlations, and provide recommendations for solutions to tactical and strategic mobility opportunities and challenges.
• Supports acquisitions and integrations from a mobile technology perspective.
• Serves as escalation point for help desk mobility support requests.
• On Call Duties: Participates in the On-Call rotation duties being available 24x7 during scheduled times to respond to emails and phone calls during the on call period.

Confidential

Desktop Analyst, Applications Services

• Supports installation and maintenance of network printers, copiers and PC's in day-to-day AAA business operations.
• Assists PC/LAN Admin and Systems Admin with network projects, upgrades and project management.
• Provides excellence in customer service through situation analysis and timely resolve of escalating problems.
• Interfaces extensively with Help Desk to provide immediate support on technical issues.
• Work very closely to Director of Application Services and Iron Mountain Storage to deliver secured backup tapes daily.
• Coordinate weekly staff meetings to discuss departmental issues, project initiatives, and action plans.
• Implemented Quality Control procedures to ensure full compliance with company policies and procedures.

Confidential

Hardware System Services Representative, PSeries Systems

• Assigned to customer accounts for system support
• Generated weekly statistical and department performance reports for senior management review.
• Provided technical interface to customers for hardware and software support
• Performed service activities including systems assurance, installation planning, account management, systems-level problem determination, discontinuance and relocation of IBM and non-IBM systems and products
• Worked on hardware related issues using problem analysis and problem solving skills for the identification and resolution of hardware situations in the customer environment
• Project planned and managed the installation of data center SAN and Cisco servers.

Confidential

Coordinator, Central Customer Database/ Finance Supply Chain Services

• Worked closely as a team member with co-workers and the Supervisor
• Identified, researched, and resolved customer requests via CCDB
• Consistently exceeded and met work completion deadlines daily.
• Executed 5,000 entry spreadsheet with Zero errors on 2 days notice
• Accurately executed large spreadsheet requests via Microsoft Excel and Lotus Notes
• ProTeam Staffing/Cardinal Health Employee of the Month Award

Confidential

Jr. Network Administrator, Animal Protection Unit

• Configured Cisco network servers 2 computer labs 35 PC's with 4 network printers
• Monitored the Local-Area Network LAN and Wide-Area Network WAN
• Installed CAT 5 Ethernet wiring to all PC's via vertical risers
• Connected PC's to the Internet through Cisco routers and switches
• Troubleshot and corrected Unix and Windows based software errors
• Implemented an inventory database for future computer clerks through Microsoft Excel
• Served as secondary point of contact on a 24-hour, 7-days-a-week basis, in charge of coordinating critical disaster recovery procedures directly impacting the stability of data center operations.