SUMMARY

"INNOVATIVE TECHNICAL MAVEN"

Promotes optimal performance, reliability, and security across core business systems

Results - driven experienced professional offering over 10 years of expertise in Information Technology. As an IT administrator, versed in Service Desk Operations and Technical Support with a passion for quality customer service. Expertise in analyzing and resolving complex issues with proven strengths in project management, system implementations, and deployments. A spirited collaborative who is an excellent communicator and a team cooperative who is an innovative and creative leader, systematic troubleshooter, and a resolute decision-maker.

SKILL HIGHLIGHTS

• Self-Motivated
• Adaptable
• Advocate for good customer service
• Enthusiastic Team leader
• Employs Best Practices/Methodologies
• Project Coordination
• Integrity
• Proven commitment
• A strong desire to achieve
• Problem-solving skills
• Solid communication skills
• Strong follow-up skills
• Mentoring and training
• Analytical Critical Thinker
• Systematic/Technical

CORE ACCOMPLISHMENTS

Professional Development

• Citrix Sales Professional, Microsoft MCP, CompTIA A+, CompTIA Network+, CompTIA Security+, CompTIA Project+, CIW Professional

Operational Management

• Identified, recommended and prioritized new Service Desk features and applications in conjunction with business leaders and department managers.

Network Support

• Acted as the first point of contact for all major technical issues, including power outages, system failures, and disaster recovery.
• Oversaw the IT infrastructure of three offices and acted as support for help-desk technicians and IT Department.

Quality Control/Quality Assurance

• Streamlined QA process to increase efficiency and reduce new implementation roll-out times

Requirements Analysis

• Completed business requirements analysis and evaluation of systems specifications, reducing implementation deadlines Strategy and Planning
• Established policies and procedures for software implementations and client on-boarding

Leadership/Team Leader and Collaboration

• Served as leader of consulting projects, service desk operations and Call Center management, technical support, and IT training teams.

Client Relations

• Collaborated with client engagement strategy to improve client relationships and project predictability

PROFESSIONAL EXPERIENCE

Confidential, Greensboro, NC

Professional Analyst/Technical Support

• Solves complex troubleshooting problems with various network devices
• Performs system administration in support of Office O365, Exchange, Active Directory, and VOIP
• Provided real-time support to everyday users of Windows, MACs operating platforms
• Assisted customers with technical issues via remote access, email, live chat and telephone
• Managed IT setup and service requests for Desktop Support.
• Created new account, reset passwords and configured access for users
• Provided upscale VIP Desktop Support to the company executives
• Troubleshoot hardware issues and worked with service providers to facilitate repairs
• Developed documentation for common processes for both support staff and end-users

Confidential

Professional Analyst/Consultant

• Provided base level IT support and technical assistance on Citrix products to Citrix internal personnel, vendors, and contractors.
• Configured/Provisioned software permissions, setup, and requirements for New Hires
• Performed incident case management, advanced problem analysis and isolation problems of complex technical incidents
• Researched issues on various computer systems and databases to resolve escalated requests or problems in accordance with KPIs, SOPs, and predefined case recording or escalation guidelines.
• Documented cases, recommendations, and resolutions clearly in the CRM Salesforce and incident tracking system BMC
• Achieved and maintained targeted call statistics such as the number of calls answered, number of cases closed, and issues resolved.

Confidential, Winston-Salem, NC

Technical Support Analyst

• Analyzed, resolved first response incidents within 15-30 minutes, per incident utilizing effective troubleshooting
• Remotely provided technical support to clients via email, phone, or LogMeIn Rescue
• Monitored network devices and servers via AVG CloudCare
• Systematized the documenting of knowledge-based articles within Zendesk.

Technical Support Analyst

• Upgraded/Migrated installation of Softpro Software on SQL Server/MS Access Databases and Client Workstations
• Provided High-Level and complex 1st /2nd Tier Technical Support in a call center environment
• Worked efficiently under strict deadlines to make sure that new products were available for scheduled public releases
• SQL Server experience 2005 - Experienced in the back-up of the database, querying a database to retrieve information
• Windows Server 2008 administration Windows OS support for Windows XP/7/8 Clients Remote access to customer environment work-stations
• Accurately documented all customer issues, resolution steps, and gather feedback in support tracking software

Confidential, Greensboro, NC

Lead Helpdesk Administrator

• Promoted by senior management to lead technical support initiatives for the Shared Services Help Desk operations.
• Focused on the products and services in direct support of clients, laboratory personnel, sales teams and vendors using Clinical Systems, EPIC, CareEvolve, Atlas, Commercial LIS, EMR Interfaces and Hardware Devices
• Supervised a highly skilled team of consisting of 8 to 12 Tier 2 of Help Desk Administrators
• Responsible for providing Incident Reporting: trouble-shooting assistance, problem resolution, and support of systems to include documenting, researching, and testing solutions for resolution
• Assisted with the in the on-boarding process, training, and evaluation of all help desk administrators
• Motivated agents through constant communication, coached and created feedback on technical and customer service skills
• Implemented the ITIL framework, work-flow process, and call handling procedures
• Generated daily and monthly help desk reports on desk operations and issues to management
• Successfully developed the API Team's work-flow with SLA's and SOP's for the implementation of Salesforce CRM
• Coordinated with department contacts to enhance customer relations and technical support processes
• Handled and troubleshot escalated calls and gained the ability to quickly assess and isolate root cause
• Actively assessed and implemented the Quality Assurance Evaluations on administrator's calls for proper handling
• Administered the help desk ticketing system

Confidential, Bowie, MD

Technical Support Supervisor

• Developed IT strategic vision and drove key departmental objectives
• Established and implemented performance and service standards
• Developed the operational improvements to enhance efficiency and effectiveness of operations.
• Ensured that productivity meets or exceeds service and quality standards
• Collaborated with stakeholders to address technical issues and develop effective resolutions.
• Developed and managed project plans while providing status updates to management
• Designed, documented and executed maintenance procedures, including system upgrades, patch management, and system backups
• Promoted the company in maintaining a work environment focused on quality, communication, collaboration, integration, and teamwork
• Maintained quality-focused performance benchmarks and schedules when directing project teams.
• Served as operating system expert, providing technical support for the entire organization
• Traveled to client sites and answered questions via phone and email so that issues were remedied in a timely manner

Confidential, Greensboro, NC

IT Instructor / Mentor -Technical Trainer

• Provided educational technical instruction to over 100 enrolled students
• Conducted student assessment and testing, educational/vocational goal setting, and options counseling to 100% of assigned students
• Provided instruction that produces educational improvements for all assigned students as measured by student pre/post educational testing
• Developed and submitted 100% of learning documentation and progress forms (lesson plans, student portfolios, homework or testing results and other learning documentation) for 100% of assigned students in accordance with directed time-line requirements
• Prepared and submitted student-related forms (student evaluations; student/attendance forms; tracking and information forms, informal assessments, and other required student-related documents) for assigned students in accordance with directed time-line requirements
• Interviewed prospective students and conduct orientations for new students

Confidential, Greensboro, NC

Manager Call Center/Principle Product Trainer/Lead Customer Service Agent

• Oversight for Confidential 's SaaS online technology platform and patented client management system for real estate agents within a state of art Center Service Center, serving as a Product Expert Professional.
• Provided Extensive Product Sales Training to 70 MLS clients and 175,000 real estate agents nationwide
• Managed 15-25 phone agents providing technical support and customer care for 1.4 million home buyers and sellers
• Improved telephone, technical, communication and customer skill performance 85% by developing and executing Quality Audit call monitoring tool
• Resolved operational issues and refined processes
• Achieved productivity and performance goals by leading, motivating, mentoring, coaching, and developing and implementing training
• 100% support delivered per contractual agreements
• Wrote Call Coaching and Monitoring Guidebook and provided training to employees, Team Leads and Management Team
• Improved technicians' customer, communication, and technical skills
• Provided New Hire, Policies & Procedure and Customer Satisfaction Training to 200 employees
• Enhanced overall customer experience through call coaching and monitoring escalated call trends
• Monitored training costs and created budget reports for management

Confidential, Washington, DC

Senior Consultant

• Provided technical project management and leadership on projects related to database administration, systems administration and technical support; supervision of junior DBA's and technical support personnel on software development and system Integration on full life-cycle projects Experienced at managing time, materials and personnel to meet deadlines and deliverable
• Completed software installation and oversaw configuration or software / hardware and database administration in support of implementing and maintaining large, complex, mission critical databases.
• Developed and implemented database administration standards and procedures
• Planned, implemented, and schedule backups, minimizes data redundancies and enhance information quality