TCM Support Specialist Resume Newark, Delaware - Hire IT People

SUMMARY:

Dependable individual who excels in challenging and competitive environments. Analytical, investigative mind with over 18 years of technical and customer service experience. Detail - oriented with confident oral and written communication skills, a sense of urgency, and the ability to multi-task.

PROFESSIONAL EXPERIENCE:

Confidential, Newark, Delaware

TCM Support Specialist

Responsibilities:

Confirm ATM terminal cash loads have been completed.
Contact armored couriers regarding missed cash loads.
Open and manage tickets for ATM terminal service issues.
Assist terminal owners, armored couriers, and maintenance technicians via email and phone.

Confidential, Wilmington, Delaware

Fiber Customer Support Analyst

Responsibilities:

Provide first-level customer support via telephone for Confidential fiber customers.
Troubleshoot and resolve problems regarding services including telephone, video, and internet.
Utilize various tools, including CoFEE Anywhere, FOCiS Net, and iVAPP, to resolve issues expediently, document resolution, and maintain First Call Resolution goals.
Adhere to guidelines regarding call handling, including Average Handle Time and Schedule Adherence.

Confidential, Newark, Delaware

Event Management Analyst

Responsibilities:

Utilize various tools, such as Confidential Operations Manager and Confidential, to monitor network devices (Cisco, Riverbed) and servers on Windows (Server 2008, Server 2012) and UNIX (HPUX, AIX, Linux) platforms.
Log into servers and network devices to view logs, verify alerts and analyze issues.
Follow documented procedures to ensure issues are escalated properly and within established Service Level Agreements.
Utilize applications such as Remedy and Confidential Service Manager to create tickets for network and server issues, and track problems through resolution.
Demonstrate tools and Event Management processes during client tours.
Team representative on the Quality Management team, ensuring information regarding quality issues, ISO requirements, and is disseminated to team members.

Confidential, Newark, Delaware

Global Technical Support

Responsibilities:

Troubleshoot and resolve problems affecting over 300 bank applications, hardware, and network connectivity.
Escalate issues to advanced technical support as necessary, ensuring adherence to established escalation processes and procedures.
Ensure every call is documented utilizing the Remedy Service Center problem tracking tool.

Confidential, New Castle, Delaware

Global Technical Support

Responsibilities:

Provide first-level technical support for Confidential High-Speed Internet and Digital Voice subscribers.
Analyze and resolve problems preventing subscribers from accessing High-Speed Internet service or from utilizing the Digital Voice service.
Assist customers with computer hardware configuration.
Troubleshoot and resolve issues involving specific operating systems (Windows 95, 98, ME, 2000, XP, and Vista, as well as Mac OS X).
Escalate technical issues affecting subscribers, as necessary.
Provide information regarding other Confidential services.
Sell related Confidential products and services as appropriate.

Confidential, Newark, Delaware

Customer Marketing Advisor

Responsibilities:

Receive inward calls from credit card account holders.
Analyze and resolve cardholder’s inquiries and account issues.
Process balance transfers and direct deposits.
Sell related credit card products such as credit protection and identity theft protection.

Confidential, Newark, Delaware

Analyst, Security Compliance and Monitoring Services

Responsibilities:

Provide 24x7 monitoring of intrusion detection tools, including ISS Real Secure, ITA Intruder Alert, e-Security Sentinel, and NFR Security.
Identify and analyze alerts generated by both host- and network-based intrusion detection sensors.
Document alerts utilizing BridgeTrack problem management tool.
Escalate potential threats utilizing documented escalation procedures.
Assist engineering staff with new tool and sensor installation and deployment.
Partner with engineering staff to analyze and resolve issues with hardware and/or software.
Partner with the Network Management Center and Global Production Operations to identify, analyze, and resolve network and security issues.

Analyst

Confidential

Responsibilities:

Analyzed system messages and alerts to identify and resolve problems that could affect the enterprise.
Provided second-level mainframe computing support to Customer Support Services.
Provided support for Contingency and Disaster Recovery demonstrations.
Monitor daily Batch Production utilizing Control - M/R.

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Tcm Support Specialist Resume

Newark, DelawarE

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