SUMMARY

• Detail oriented Computer System professional with 12 years of system knowledge in hardware and software installation, System support, project management and system administration.
• Demonstrated in problem solving and troubleshooting skills in individual or team working environment.
• My objective is to find a challenging position and the opportunity for growth and career advancement.
• Where I can use my talent and knowledge to help meet company goals and objectives with integrity

PROFESSIONAL EXPERIENCE

Confidential

Support Specialist

• Administrated VPN connections to facilitate communication between two location of the business.
• Assisted with creation of procedural documents and analysis for all store issues.
• Installed and supported optical character recognition software
• Set up and supported Virtual Private Network and Firewall
• Installed and supported POS software, printers (Star HP and Epson) along with peripherals (Magtec and cherry)
• Administered server client environment
• Trouble shooting and support of Printer and virtual printers
• Installed and supported Android and Apple client side applications

Confidential

Contractor

• Provide technical support for varied technologies, architectures and related projects or systems.
• Resolved production problems or potential problems, identified opportunities to improve systems and architecture.
• Determined alternate solutions with risk analysis and identifies opportunities to use technology to improve availability, and minimize service disruptions.
• Served as the primary liaison between North American Help Desk, application systems support teams and other technical teams during and after service disruptions.
• Interfaced with other Global Incident Management and technical teams to direct or assist in service disruptions affecting Regional and Global service disruptions.
• Managed multiple low to complex incidents, including Regional and Global Service disruptions.
• Remained current on technical and professional developments and business strategies affecting area of responsibilities. Provided technical leadership and consultation. Maintained expert knowledge in specialized systems and ITIL standards.
• Worked with the technical community and business units to provide clear and concise communication for the impacted business unit, or customer. Interfaced with Technical business units and compliance officers on a regular basis providing updates for incident resolutions.
• Assisted in the training and orientation of other staff and end users.
• Responsible for managing projects through integrated project life cycle.
• Conducted research and analyzed results to determine business impact.
• Prepared and distributed reports to Senior Management for approval.
• Worked with technical teams to determine root cause.
• Documented root causes and coordinated the development of preventative policies and procedures.
• Ensured compliance, operational risk controls were in accordance with client or regulatory standards and policies; and optimized relations with regulators by addressing any issues.
• Maintained client internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators
• Complete other responsibilities, as assigned.

Confidential

3rd Level Support Tech/Lead

• Provided 3rd level support to 3rd party vendors as well as Walgreens in home techs.
• Worked as part of a multi - site help desk team providing extensive phone support.
• Assisted with creation of procedural documents and analysis for all store issues.
• Worked as lead tech in all computer/server hardware installations and relocations throughout store.
• Worked as business analyst with multiple departments reducing impact on store.
• Helped with business analysis getting involved with the development team, networking and management to find resolutions for critical issues to help reduce impact on store.
• Supported and configured systems/devices including A/S400, POS and Pharmacy servers, switches, routers and firewalls in a UNIX/Linux environment
• Completed all tasks as assigned by the Managers.

Confidential

Administrative Specialist

• Collaborated with WTL&D to test the content management system (LCMS) to help them eliminate system errors.
• Assisted with the modification of helpdesk procedures used to resolve LCMS tickets.
• Trained on the Accruent and Vision systems, and updated information for McDonald’s U.S. restaurant development team.
• Managed the data, images, drawings and documents for the architecture department.

Confidential

Tier II Network Administrator for Hyatt Hotels

• Provided user support on the Group Wise application via phone or remotely.
• Supported web mail server that serviced all of Hyatt national users.
• Implemented the support packages and updates as needed to both server and user client applications.
• Mediated support for 3rd party vendors for the Hyatt client.
• Used of Apiori and Remedy system to respond customer inquiries and track incident tickets.
• In response to process improvement, assisted the documentation (internal and external) updates as needed and helped improve the existing process to resolve the identified sites low disk issues.
• Completed all tasks as assigned by the Program Managers.

Confidential

Customer Care Assistant

• Gathered information, researched/resolved inquiries and logged customer calls.
• Communicated appropriate options for resolution in a timely manner.
• Informed customers about services available and assesses customer needs.
• Provided guidance, training, assistance, and troubleshooting support to users for the self-service online system.
• Prepared standard reports to track workload, response time and quality of input.
• Performed all other duties as assigned.

Confidential

Help Desk analyst

• Analyzed the Solutions database to solve client’s multiple issues.
• Updated daily reports in Access and used Peregrine for help desk ticketing.