OBJECTIVE:

Seeking an interesting position as a Computer Software Specialist in a help desk environment with a growing company where I may utilize my Information Technology skills and abilities, and customer service values to explore new and better opportunities as well as promotional growth.

PROFESSIONAL EXPERIENCE:

Help Desk Analyst II

Confidential

• First Level Support for all PHI Company Employees.
• Software I have supported and maintained, Workday, IMS, Service now, Service Center, Net Support, Knowledge Base creation and upkeep, Citrix Administrator, Active Directory, and any Hardware issues, Laptop and Desktop support.
• Assisted Clients with technical problems on desktop and laptop issues.
• Software Supported, Citrix, Service Now, Service Center, IMS, Outlook, And Active Directory. Internet Support. Remedy, Lotus Notes.
• Onboarding Support for new Colleagues, Assisted new colleagues, training and development, to insure colleague is trained and ready to handle the position of Help Desk Analyst.
• Provided outstanding Customer Service to our clients, 20 plus years of customer service experience.
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.

Confidential

Help Desk Analyst II

• Software Analyst providing first hand support to UPHS users in the Penn Medicine Health Care Network. Desktop Support for all laptops, desktops, printers, scanners and other peripherals., Assisted Clients with technical problems on desktop and laptop issues.
• Software Supported, Citrix, Cerner, Athena Ticketing System, Epic, Sunrise, Active Directory, Emtrac, and any new Software for the UPHS Network. Strong Support for Networking issues, VPN, Junos Pulse, Apple/IOS connectivity.
• Onboarding Support for new Colleagues, to insure they are ready to begin classes at the University of Pennsylvania.
• Sullivan and Cogliano Designers 2/26/2014 - 02/26/2014
• Win7 Migration for CompuCom
• Responsible for replacing 20 workstations with Win 7 install. Completed on time and under budget.

Confidential, Newark, DE

Technical Software Analyst II

• Project Manager, in the process of building a central point of contact for the Zoetis Corporation.
• This including, but not limited to the infrastructure set up for Zoetis a animal health company.
• Software deployed, Workday, IMS, Service now, Service Center, Net Support, Knowledge Base creation and upkeep, Citrix Administrator, Active Directory, and any Hardware issues, Laptop and Desktop support.
• Bilingual (Spanish) analyst for a Global company, providing software support.
• Support of Software as a Service (SaaS) on numerous applications.
• Assisted Clients with technical problems on desktop and laptop issues.
• Software Supported, Citrix, Service Now, Service Center, IMS, Outlook, Active Directory. Internet Support.
• Onboarding Support for new Colleagues, Assisted new colleagues, training and development, to insure colleague is trained and ready to handle the position of Help Desk Analyst.
• Provided outstanding Customer Service to our clients, 20 plus years of customer service experience.
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.

Confidential, Horsham, PA

Customer Account Executive

• Bilingual (Spanish) Team Lead in the Business Class center, call center environment, Advise customers of necessary actions and troubleshooting of high end Internet, Computer Hardware, Video, and Phone system Support.
• Answer customer questions regarding problems with their accounts.
• Record information about financial status of customers.
• Sort and file correspondence, and perform miscellaneous clerical duties such as answering correspondence and writing reports.
• Provided customer support to end users and service information when products are at Comcast Cable service centers.
• Answer user inquiries regarding computer software or hardware operation to resolve problems.
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.

Confidential, Norfolk, VA

Account Service Representative

• Bilingual (Spanish) Account Representative in a call center environment, handling over 800 Spanish speaking collection accounts of charged debt.
• Arrange for debt repayment or establish repayment schedules, based on customers' financial situations.
• Locate and notify customers of delinquent accounts by mail, telephone, or personal visits to solicit payment.
• Advise customers of necessary actions and strategies for debt repayment.
• Persuade customers to pay amounts due on credit accounts, damage claims, or non-payable checks.
• Confer with customers by telephone to determine reasons for overdue payments and to review the terms of sales or credit contracts.
• Locate and monitor overdue accounts, using computers and a variety of automated systems.
• Answer customer questions regarding problems with their accounts.
• Record information about financial status of customers and status of collection efforts.
• Trace delinquent customers to new addresses by inquiring at post offices, telephone companies, credit bureaus, or through the questioning of neighbors.
• Sort and file correspondence, and perform miscellaneous clerical duties such as answering correspondence and writing reports.

Confidential, Chesapeake, VA

Technical Support Specialist

• Technical support for all Canon USA products including Canon cameras, printers, and video.
• Provided customer support to end users and service information when products are at Canon service centers.
• Answer user inquiries regarding computer software or hardware operation to resolve problems.
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.

Confidential, Chesapeake, VA

Technical Support Specialist

• Responsible for network LAN support for the over 3,500 Dollar Tree Stores.
• Oversee the daily performance of computer systems and offer daily support to install technicians and of store LAN network, from printers to register to satellite communication.
• Enter commands and observe system functioning to verify correct operations and detect errors.
• Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.
• Refer major hardware or software problems or defective products to vendors or technicians for service.