SUMMARY:

• Solutions - oriented IT Specialist with notable success directing a broad range of corporate IT initiatives while participating in planning, implementation and support of technology solutions in direct support of business objectives:
• Hands-on experience leading various stages of system development efforts, including requirements definition, testing, implementation and support.
• Outstanding leadership abilities; able to coordinate and direct all phases of project-based efforts while managing, motivating, and leading project teams.
• Actively engage and support management improvement goals.
• Ability to communicate verbally and in writing with all levels of employees and management.
• Identify, define & document internal procedures based on customer request.
• Optimize internal procedures where appropriate.
• Provide weekly status reports on deliverables.
• Establish SLAs as part of process definition.
• Where appropriate, assist in improving operating efficiency.
• Effectively monitor the usage of software solutions implemented.

SKILLS:

Core Competencies: Change Management, Configuration Management, Problem Management, Knowledge Management, Project Management, Call Center & Help Desk Technical Support, Hardware/Software Field Technical Support, Operations / Technical Analyst, Active Directory Migration

Software Applications: Microsoft Visio, Microsoft SMS, Oracle, SQL Management Studio, Active Directory, VBScript, Adobe Acrobat, Crystal Reports, CA-Service Desk, Peregrine Service Center, SupportSoft CRM, ServiceWare Knowledgebase, Cisco VPN Client, NICE, TOAD, RealVNC, Salesforce - Service Cloud. Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Access, and Microsoft Outlook), Microsoft Project, and Microsoft FrontPage. GHOST, NPM, ORN Right Now. Avaya IP Agent - oneX Communicator. CONGA. JIRA.

PROFESSIONAL EXPERIENCE:

Confidential, Columbia, MD

Technical Support Engineer - Field Support

Responsibilities:

• Moving workstations from current domain utilizing Quest Migration Tools.
• Confirming workstations were aligned in their proper OUs (Organizational Units).
• Adding Users Accounts to Groups.
• Troubleshooting failed workstation migrations to their new domains.
• Assisted with Desktop Email Migration for MS Outlook.
• Creating knowledge base articles for hospital I.T. Teams for reference going forward.

Confidential, Columbia, MD

Desktop Support Technician

Responsibilities:

• Real-time support of Doctors and Neurophysiologist while in the Operating Rooms.
• Daily supporting of service requests and issues from users, via the following: Side-by-Side (In House users), Skype (Chat-Remote Control), LogMeIn (Remote Control), Incoming phone calls.
• Provided Application support for MS Office suite, ServiceNow, Okta and In-House applications for External / Internal employees and clients (several hundred).
• Managing User Accounts in Active Directory (OUs, Security Groups, Domains)
• Managing and supporting trouble tickets submitted via ServiceNow
• Utilizing KACE Systems Management Appliance to manage user’s laptops (Hardware & Software Inventory, Asset Management, Software Distribution)
• Using ServiceNow for the management of Service Tickets and Tasks
• Managing users and accounts in Okta (SSO) and O365 (MS Office - Cloud based)

Confidential, Denver, CO

Senior Technical Support Analyst

Responsibilities:

• System Administrator of Salesforce-Service Cloud application.
• System Administrator of NICE NIM/NPM applications.
• Responsible for creating the SOP documentation for the support of NPM (Nice Performance Management) application.
• Responsible for daily monitoring and support of NPM.
• Responsible for On-Site visits to Call Centers to improve the end-user’s customer experience, to achieve better efficiency and reduce CSR AHT (Average Handle Time).
• Responsible for facilitating all Change Requests and participating in all CAB (Change Board) meetings related to Salesforce-Service Cloud, Nice Performance Management and KANA.
• Responsible for scheduled rollouts / deployments of Salesforce-Service Cloud application to all Call Centers.
• Continue to resolve Production application issues, participate on bridge outage/issue calls, while balancing impact with urgency and mitigation to keep applications up and running.
• Continue to deliver on operational and project needs for both Salesforce-Service Cloud and NPM applications.
• Daily administration and support of Salesforce - Service Cloud including but not limited to managing multiple user setup, profiles and roles, customization of objects, fields, record types, page layouts and validations.
• Contribute to project schedule decisions, level of effort determinations and participate in daily Agile meetings.
• Used JIRA to track, work and update issues for Salesforce-Service Cloud
• Work with various technical teams such as DBAs, Operations, & Voice Services to discuss test results of both functional and performance issues, then troubleshoot to resolve.
• Created Service Cloud automated processes including validation and workflow rules, process builder and approval processes
• Communicated enhancements and upgrades to all vested Business Units.

Confidential, Denver, CO

Technical Support analyst

Responsibilities:

• Took ownership for resolving client support issues from Service Desk Call Tracking application.
• Training of In-House application to remote clients.
• Part of 24x7 weekly On-Call rotation.

Confidential, Atlanta, GA

Senior Technical Analyst

Responsibilities:

• Participated in the management of the activation schedule and resource planning to support rollouts.
• Contacted field installers, clients and site representatives regarding hardware configuration readiness.
• Training of In-House application to remote clients.
• Configured and/or Certified that the solution of hardware and software functions as designed, that devices (POS Terminals, Remote Printers, Video Display Units) routing properly, and making sure credit/gift are loaded properly for each site.
• Proficient in first level through third level troubleshooting, diagnostics and repair for desktop workstation, Site Controller, POS terminals, printer and peripheral devices.
• Provided updates to clients, vendors and corporate personnel as necessary.
• Served as escalation point for the deployment team
• Troubleshoot issues, and Open cases/requests for OBF or missing hardware as necessary.
• Install and configure Windows O/S environments (XP, Vista Business, Windows 7) and associated business software
• Managed escalations and urgent requests into the Deployment functional groups or support groups as required.

Confidential, Atlanta, GA

Senior Systems Support Engineer

Responsibilities:

• Served as highly successful departmental liaison, conducting project meetings between Field Technicians, customer and development teams to analyze and resolve hardware and software problems, as well as procedural issues.
• Responsible for documenting requirements gathering for Technical, Functional and System business units.
• Supervised documentation for all Level II support task including escalation processes and procedures.
• Routinely deployed software patches to hundreds of PC's across the system.
• Managed multiple requests from various clients to provide timely and efficient resolutions.
• System Administrator for User Groups within Active Directory environment.
• Demonstrated strong communications skills as demonstrated by having working relationships at all levels, thus providing support to customers with the ability to convey complex solutions in a simplified manner.
• Managed client expectations, as pertaining to the functionality of the software applications and hardware that was utilized.
• Responsible for reviewing log files to troubleshoot software and hardware issues.

Confidential, Atlanta, GA

Business/Operations Analyst

Responsibilities:

• System Administrator / Co-Team Lead in large-scale implementation of Knowledgebase and Support Automation software rollout project.
• Worked with Development, QA and Business Units to identify root cause problems.
• Collaborated with Business Units and developed a team of Subject Matter Experts to gather requirements to successfully move projects forward.
• Designed and implemented customer call-center support procedures.
• Created training materials and conducted trainings for Call Centers and Field Operations personnel.
• Developed test plans and coordinated user acceptance testing.
• Worked with the Business Units to set expectations and establish realistic, achievable SLAs.
• Documented Process Flow to ensure efficiency for use of Call Center and Field Operations support tools.
• Supported various software applications on over 20,000 PC's across Delta Air Lines Enterprise.

Confidential, Atlanta, GA

Knowledge Engineer

Responsibilities:

• Consistently achieved 80% resolution goal of Level I Help Desk technical support.
• Maintained up-to-date training materials to ensure CSR production results were in line with customer care matrices.
• Developed customer call center management reports using Crystal Reports software extracting data from Oracle relational database.
• Proven ability to get team members into action as demonstrated by supervising a team of 12-15 Subject Matter Experts (SMEs).

Confidential, Virginia Beach, VA

Mid-Atlantic Technical Manager

Responsibilities:

• Hired as a Field Service Technician at Ticketmaster-FL and promoted to Mid-Atlantic Technical Manager .
• Managed and oversaw all technical aspects of Confidential Virginia including regional inbound call center to ensure smooth and efficient transfer of data communication to 300+ Confidential retail computer system users across the state.
• Hired, trained, scheduled, supervised and managed a talented team of nine technical employees; created hardware repair and software help desk technical manuals.
• Supported hardware and Microsoft software and In-House applications of 150+ Call Center User PC's.
• Configured and maintained Windows workgroup network for Call Center.