SUMMARY:

• Supports 700 end users in the call center and corporate headquarters by providing technical Tier 1, and Tier II, software, desktop hardware, network, and server support.
• Uninstalled\Installed Avaya phones, moved phone extensions. Troubleshooted hardware issues with phones. Traced desk phone lines. Punched down phone lines in phone utility area. Setup new user’s voicemail, created new Agent login ID’s for new users using Avaya Administration software. Worked with AT&T and Avaya vendors when outages occurred in the call center such as phone outage and Behavior Analytics server outage.
• Responsible for weekly tape backup restores using VERITAS Backup Exec 10.0 for Windows Servers software.
• Uninstall and install power supplies, and hard drives in Dell, and HP workstations, and laptops.
• Performs pc data backup using USMT, dwipe hard drives to be disposed. Used Ghost image to reimage pc’s.
• Knowledge of Networking technologies and client configuration (TCP/IP, DNS, DHCP, VPN).
• Performs add/move/change requests to equipment. In support of the resolution of production issues, assists team members which can involve monitoring system equipment, re - starting servers, and reporting system performance at user level.
• Email setup configuration to Exchange server: Adding\deleting mailboxes. Installing\uninstalling MS Office.
• Blackberry support for email configuration, and troubleshooting.

TECHNICAL SKILLS

SOFTWARE\SERVER\OS: Windows NT 4.0, Novell 3.x 4.x MS Windows 95/98/2000/XP, 2007, Microsoft Exchange Server 5.0, 5.5, 2007,Citrix Zen App 5.0, MS Office 97, 2000, 2003, 2007, System Management Services (SMS), Ghost Image for re-imaging, Active Directory

Network Dialup: RAS, Cisco VPN, Nortel VPN, Altiga Networks, Symantec pcAnywhere, Dameware, Compuserve, Citrix, Automatic Call Distributor (ACD) Support - Aspect, Avaya, Nortel Symposium, Rockwell, Call Center Software Support - Meridian, eWorkforce Management (eWFM), Real Time Adherence (RTA), Empower (ESP)

TELEPHONY\VOICE RECORDING SOFTWARE: CTI, Meridian, Avaya, Witness, Behavior Analytics, Verint

HARDWARE: pc s, laptops, servers, Wyse Thin Clients, blackberry devices, system boards, hard drives, projectors, Aspect phones, Avaya Phones, HP2-HP Certified - H08-Servicing Desktops, Workstations, and Notebooks, 2010, High speed scanners

PROFESSIONAL EXPERIENCE:

Confidential, Norcross, GA

Senior Systems Analyst

• Supports pharmacies in GA, NC, SC, and FL supporting 45 Citrix servers which consists of all Healthcare web based, and desktop applications in a Citrix environment. Software supported consists of FrameworkLTC, CPR+, Docutrack, Facsys, and Facility Link.
• Project Manager Lead for managing projects acting as a liaison in consulting with Pharmacy Management, and software vendors to obtain and develop specifications and mutually agreeable work plans.
• Use Active Directory to administer all network accounts, OU groups, server, and application access.
• Supports HL7 interfacing with message interchange, middle-ware, and business technology integration.
• Performs daily routine application checks, develops and maintains information systems and software, including problem identification, resolution, analysis, database structure design, testing, and implementation.
• Performs change control, and emergency change control requests which consists of performing weekly, monthly upgrades, and software version updates on 45 Citrix servers.

Analyst Production Support

• Supports 700 end users in the call center and corporate headquarters by providing technical Tier 1, and Tier II, software, desktop hardware, network, and server support.
• Uninstalled\Installed Avaya phones, moved phone extensions. Troubleshooted hardware issues with phones. Traced desk phone lines. Punched down phone lines in phone utility area. Setup new user’s voicemail, created new Agent login ID’s for new users using Avaya Administration software. Worked with AT&T and Avaya vendors when outages occurred in the call center such as phone outage and Behavior Analytics server outage.
• Responsible for weekly tape backup restores using VERITAS Backup Exec 10.0 for Windows Servers software.
• Uninstall and install power supplies, and hard drives in Dell, and HP workstations, and laptops.
• Performs pc data backup using USMT, dwipe hard drives to be disposed. Used Ghost image to reimage pc’s.
• Knowledge of Networking technologies and client configuration (TCP/IP, DNS, DHCP, VPN).
• Performs add/move/change requests to equipment. In support of the resolution of production issues, assists team members which can involve monitoring system equipment, re-starting servers, and reporting system performance at user level.
• Email setup configuration to Exchange server: Adding\deleting mailboxes. Installing\uninstalling MS Office.
• Blackberry support for email configuration, and troubleshooting.

Technical Support Engineer-Associate

• Acted as a liaison between the Aspect Sales organization and the Aspect business community; averaged 3 to 5 weekly conference calls with managers of call centers primarily in support of the Global Customer Services business unit. Other specific duties included:
• Supported Aspect products - eWFM, Empower, Perform, Analyze, and RTA.
• Performed product installations and upgrades including RTA server, eWFM server, Adapter 3.0, eWFM ACD stream, eWFM Kronos, and Middleware service.
• Configured Windows eSPIVR servers, resolved eWFM illegal sequence numbers, and resolved SQL database blocking. Supported Software on Sequel and Oracle database.
• Provided in-depth problem determination and verification, including Root Cause Analysis reports

Product Support Technician II

• Ensured approximately 1,000 end-users had access to LAN and WAN resources, technical supporting 1,200 PCs, 300 printers, 400 NT file servers, 30 Novell servers, desktop hardware and application software via troubleshooting scripts.
• Network connectivity troubleshooting TCP/IP 10/100BaseT network and Wireless using Cisco and Bay Networks Routers Supporting both Desktop and Laptop PCs using standard PCI, PCMCIA.
• Supported end-users on internally used applications via helpdesk and Microsoft's System Management Services (SMS) application.
• Setup new NT workstations, provided database and server access to users, and assisted with routine LAN.
• Desktop configuration experiences using cloning tools such as Ghost Image for re-imaging.
• Practical knowledge of Domain Name Service (DNS) and TCP/IP in a mixed Microsoft NT and Novell environment.
• Maintenance of LaserJet 4si, 5si Confidential printers, installations and software updates on the network.
• Achieved a career high first call rate of 87% in handling Helpdesk tickets assigned to me
• Promoted to Lead Technician for Bell & Howell High Speed Scanners
• Installed Lanier Digital Copiers\Printers on company’s network and trained all end users for usage