SUMMARY

Quality-focused, Certified IT Professional with over 13 years of experience as Systems Technician and Software/Hardware Support Specialist. Proven ability to create and deliver solutions that meet corporate objectives tied to business and technology performance. Comfortable operating in wide range of platforms and environments. Possess excellent communication skills when dealing with internal and external parties. Effective leadership and problem solving skills with a strong focus on customer and employee satisfaction.

QUALIFICATION HIGHLIGHTS

TECHNICAL EXPERTISE

Hardware: PC, Server and printer assembly and repair. HP, Dell and Lenovo Laptops HP, Compaq and Dell PC's HP, Lexmark, Tektronics, Okidata and Xerox high volume printers Dell Edge and HP Proliant G and Blade Series servers. Hardware also serviced QST's, battery back-ups and wiring/connectivity.

Software: MS Office Products Word, Excel, Access and Outlook , Lotus Notes, QWS3270 Mainframe Emulation, Outlook 2003-2007, Outlook Exchange, SharePoint, Oracle,2003 2008 MS Server Active Directory services, Adobe, Net-meeting, GHOST Remote Desktop.

Operating System: Windows 2000, XP Professional, Vista Professional, Windows 7, MS server 2003-2008 Enterprise and 2003 Outlook Exchange.

Networking: Netware, Novell 4.x, DHCP, DNS, TCP/IP, Ethernet, Token Ring and Wireless.

Other: WFM, Click, Ceres, Tivoli, Maximo, Peregrine, Ice, Crystal Reports, Scan to Email, Virtual room meetings and Iron Mountain/Connected back-up utility.

Certifications: A certified and HP, Dell and Lenovo certifications.

PROFESSIONAL EXPERIENCE

Systems-Network Technician

Confidential

• Performed monthly on-call Server rotation, performing after-hours HW support to numerous servers at three different data centers and various banking centers for Bank of America.
• Managed a broad range of installations, upgrades, roll-outs, and troubleshooting projects for Windows-based networks within the banking industry. Involved with the bank's migration from MS XP environment to Windows 7 environments, working with application and OS build issues.
• Coordinated efforts for a large transition move of personnel and IT related equipment being consolidated into one building several months of coordination efforts before actual move dates.
• Carried out troubleshooting of issues related to PC's, printers, servers, software/hardware OS and Apps and network connectivity. Supporting banking centers and enterprise locations with approximately 1500 plus Bank of America and Merrill Lynch employees within my territory. Ability to converse intelligently with financial management and IT management.
• Responsible for call load and call management. Performing duties under tight SLA driven goals and procedural guidelines.

Custom Support Team Analyst Team Lead Call Response Specialist V Home Office CAPS, Custom Accounts Program

Confidential

• Served as an agent dedicated to the support of Bank of America Engineers, providing a high level of knowledge from years of dealing with the bank on a daily basis.
• Participated on various teams to create dedicated HP/Bank of America processes and procedures Champ-WFM dispatch, SharePoint utility, WFM closing . Active participant in weekly con-calls and also a valued member of the VOW, voice of the workforce Voice for the custom accounts team on council.
• Provided assistance and guidance with both the vendor and Costa Rica transition phase. Point of contact for team members questions in regards to procedures, SLA's, territory assignments etc. Escalation focal worked with HP/PMO and B of A vendor management to resolve a wide range of escalation issues.
• Back-up to Manager, responsible for day to day responsibilities of the manger while he/she was out of the office.
• Provided call center support to dedicated Bank of America CE's. Assisted with dispatching, closing deferring or providing pertinent information that may be needed. Performed load balancing and other duties related to the dispatching aspects of the job.

Resource Coordinator Service Project Specialist II Home Office

Confidential

• Work with various district managers to resolve escalated/elevated customer issues.
• Worked closely with engineers and their schedules/load balance, so that they can meet or exceed their SLA parameters. Exceeded SLA's for 30 straight months.
• Implemented weekly conference calls between the District Manager, CE, IMAC coordinators, Resource Coordinators and Logistics to better improve the understanding of what is need with this difficult contract.
• Received outstanding positive comments from team members on employee reviews, as well as excellent feedback from senior management.

Confidential

• Served as Incident Manager for Bank of America and HP. Residing on-site at the customer's Enterprise IT support helpdesk in Richmond Virginia. Worked closely with Bank of America liaisons to resolve a variety of employee complaints and IT problems the Technicians may come across in the field. Provided daily National and Regional reporting updates on open call activity and open escalated incident resolutions or updates.
• Incident Manager to 9 Onsite Coordinators, throughout the various helpdesks in the United States 3 Richmond, 1 Charlotte, 2 Atlanta and 3 in California .
• Trained and mentored OSC's using processes and procedures created and implemented by myself. EX. Monitoring system performance between HP Champs/WFM systems and Bank of America's Tivoli systems and more current Peregrine systems, ensuring call flow was there due to the bank's critical nature of calls/incidents.
• Received Customer Service Award for outstanding track record of positive customer feedback.