SUMMARY:

• I would like to first thank you for this opportunity of consideration for a position with your company. I also thank you for the time that you have put into my resume and application.
• I am very interested in a position with your company, where I can utilize my skills and background in customer service, technical support, help desk support, training, product support and management. My goal, if the position is offered to me, is to work hard, become knowledgeable, help and support my team and department and to move up within the company.
• While financial gain is always important, it is not the bottom line. My skills, also gives me the opportunity to help the company, department and my teams grow into their personal goals. If given the opportunity of employment, you will not only see my dedication to the job but my support and care away from the job. I am a person that believes that your co - workers and managers become second family in your life and it is always good to keep a great and upstanding relationship with them.
• Once again, thank you for your time and the opportunity for employment consideration.
• Hopefully, my enclosed resume and cover letter would allow me to have an interview for the position(s) that you are hiring for, and allow me to interview in person with you.

PROFESSIONAL SKILLS:

• Customer Service (20 years)
• Customer Service Training and Mentoring (10 years)
• Management (10 years)
• PC Hardware/Software Application Support (10 years)
• Work Flow Scheduling (3 years)
• Technical Support Level 1 & 2 Help Desk (14 years)
• Worked with Windows, Macintosh, and Linux operating systems, including a variety of PC applications.
• Experienced at building and repairing computer systems and peripherals.
• Proficiency with the Microsoft Office Suite and other common desktop applications.
• Excellent analytical skills, problem solving and decision making abilities.
• Proven ability to manage multiple tasks/projects while meeting deadlines in a fast-paced and demanding environment.

TECHNICAL SKILLS:

People Soft 2 years - Sigma 2 years - CEON 2 years- Safari View 2 years - All-In-One 2 years - Icoms 2 years - DOS2 years - CRM 6 years - Avaya 8 years - Cisco 10 years - VOIP 4 years - CNAM 2 years - Acision 2 years - EQA 2 years - KMS 6 years - SOA 2 years - LAD2 years - PSP 2 years - Desktop EASE 2 years - Dashboard 2 years - CPSOS 2 years - HTML/XTML 10 years - Microsoft Suite (PowerPoint, Excel, Access, Outlook, Exchange, Publisher) 17 years- Microsoft FrontPage 6 years - Lotus Notes 6 years - iLog 2 years - iDesk 2 years - iPhone 3&4 2 years - iMac 2 years - Mac 2 years - iTunes 2 years - Unix Systems (Advanced Level) 4 years - Cornerstone 2 years - Rumba 2 years- SharePoint 5 years -Windows (XP, Vista, Win 7, Win 8), Microsoft Office 2007, 2010 and 2013(Advanced Level) 17 years, Active Directory (Advanced level) 6 years, SQL (Intermediate level) 1 year - Blackberry OS Support (Advanced Level) 8 years, Microsoft Team 1.5 years.

PROFESSIONAL EXPERIENCE:

Confidential

Help Desk Analyst, St. Louis, MO

Responsibilities:

• Provided daily advanced technical support and to all Confidential employees.
• Provided Level 1 & 2 Application and Network Support
• Install network printers and drivers, desktop printers; answer emails on password resets, setup new accounts in Active Directory and on the Microsoft Exchange Server.
• Service Desk ticketing system
• Unlocked Citrix accounts, password resets, unlocked AD accounts, setup new employee accounts, did new employee training for new hire on how to use their new devices
• Blackberry support and phone setup
• Setup conference for audio and video conferencing
• Provided break fix support for laptops and desktops
• Deployed new laptops and desktops to employees in Westport and Brentwood and uploaded company software images to all new desktops and laptops.
• Setup network printers on company domain, and did some troubleshooting on printers that were not responding or jumping offline.
• Domain Migrations and System updates

Confidential

M.I.S Analyst, St. Louis, MO

Responsibilities:

• Provided daily advanced technical support and to all Confidential employees, management and warehouse workers.
• Provided Level 1 & 2 Application and Network Support
• Install network printers and drivers, desktop printers; answer emails on password resets, setup new accounts in Active Directory and on the Microsoft Exchange Server.
• Service Now Ticketing System
• Setup and activate Cisco phones for new employees, replace hardware and troubleshoot Cisco phones as well.
• Troubleshoot Windows XP and Win 7 pc’s with hardware upgrades, or software upgrades to new products being launched by the company.
• Domain Migrations and System updates

Confidential

Install Technician, Fairport, NY

Responsibilities:

• Provided daily advanced technical support on all Confidential printer installs and implementations.
• Replace parts if needed for Confidential printers.
• Install printers on Confidential Network or Non- Confidential Network; setup Static or DHCP IP addresses.
• Label printers, record serial numbers on an Excel sheet.
• Instruct employees on how to use or utilize printer in their area.
• Remove old printer, sanitize old equipment and remove all hard drives from printers and send off for destruction.
• Make sure new printers where mapped to properly for all Confidential department members and any shop PC’s within the area
• Update Confidential systems with new installs and removals for billing purposes.

Confidential

Help Desk Analyst, St. Louis, MO

Responsibilities:

• Provided daily advanced technical support and to all Confidential staff, employees and warehouse workers.
• Provided Level 1 & 2 Application Support
• Install network printers and drivers, desktop printers; answer emails on password resets, setup new accounts in Active Directory and on the Microsoft Exchange Server.
• Setup label printers, computer pc and WIFI for the Confidential warehouse.
• Deactivate and activate employee badges for new hires, current employees, terminated employees and lost badges.
• Setup and activate Cisco phones for new employees, replace hardware and troubleshoot Cisco phones as well.
• Setup board rooms for video conferencing and teleconference calls
• TrackIt Ticketing System
• Trouble shooting Unix applications and coding.
• Troubleshoot Windows XP and Win 7 pc’s with hardware upgrades, or software upgrades to new products being launched by the company.

Confidential

Product Support Specialist and e-Training Support, Maryland Heights, MO

Responsibilities:

• Provided daily advanced technical support and product expertise on all Nursing Health Products to faculty, staff, students, authors, and internal employees.
• Conducted research and testing of all new and current products and e-Products of Confidential .
• Answered emails, ticket escalation, phone, and instant messages about products, software, networking, mobile devices and Active Directory.
• Worked with other departments for internal training on new products and customer service skills.
• Conducted training webinars for instructor, student and company support.

Confidential

Help Desk Analyst, St. Louis, MO

Responsibilities:

• Answer inbound calls about windows password resets, printer installations for network and local, pc backup issues and used Active Directory
• Provided Level 1 & 2 Application Support
• Wireless Configurations and Blackberry Support (installation and email configurations)
• PC and Laptop network issues, uninstall/reinstall network drivers, peripherals, map/remap network drives and share paths
• Help manage site network outages for Confidential /Non- Confidential users

Confidential

Telephone Retention & Repair, Chesterfield, MO

Responsibilities:

• Answer inbound calls about customer attempting to disconnect there phone for reason of billing, quality of service, competitive pricing, repair issues or service problems
• Supervised 13 employees
• Trainer for billing, repair and retention department
• Handled escalation issues for corporate
• Remedy Ticketing System
• 89% retention rate
• Accounts Receivables and Payables
• Provided Level 1 & 2 Application Support