SUMMARY:

Highly motivated technical support professional with exceptional leadership and technical support skills. Proven ability to multi - task and effectively identify, analyze and provide quick, accurate and efficient resolution to customer issues. Goal oriented, organized, customer focused, and committed to executing productive solutions on time to enhance customer satisfaction and experience. Demonstrated success in providing quality, excellence and positive interaction skills. Team player with demonstrated ability to communicate and work well with others to achieve a common goal.

PROFESSIONAL EXPERIENCE:

Confidential, Alpharetta, GA

Application Support Analyst

Responsibilities:

• Provide CardValet application support/ troubleshooting with set-up and configuration of mobile environments for mobile app deployment verification.
• Provide application support/troubleshooting for financial transaction systems - billing and payments, ACH processing and Credit Card transactions under NACHA rules and regulations.
• Provide Falcon application support and monitoring for the following KPIs: Real Time Out, Saf Tandem, Core Dump File, File system, Demog, Batch Process, Log - Couple Cropping, Database, Profile and Team Quest.
• Responsible for scheduling batch processing and maintenance in multiple environments and platforms. to ensure proper job execution utilizing CA Workload Automation to verify job condition codes for validations.
• Monitor the health of servers. Determine severity of problem, alert, failure or alarm and initiate problem resolution.
• Resolve ServiceNow incident tickets in an efficient manner to ensure SLAs are being met.
• Properly document issues as appropriate within turnover documents, ServiceNow ticketing system, and email
• Other software utilized include Device Manager, OutsideView, Office365, Skype, Solaris Unix, Linux and Putty.

Confidential, Marietta, GA

IT Service Desk Analyst

Responsibilities:

• Provided technical support for over 8,000 new users with issues related to EPIC Inpatient/Outpatient applications, hardware including desktop PC’s, laptops, mobile devices, printer troubleshooting and network system access/connectivity to identify appropriate resolution.
• Received 40 - 50 inbound calls for Tier 1 Support for 5 new hospitals that implemented a new EHR (Electronic Health System) for EPIC end users on troubleshooting technical issues via phone to document steps taken, status, follow up, resolution and/or escalate within Service Now ticketing system.
• Provided system access from work and home via Active Directory, MYID, Symantec VIP Access, VmWare Horizon client/server, Citrix Receiver, Citrix VDI, Citrix XenApp, Symantec PC Anywhere remote access, Cisco Anyconnect Secure Mobility Client VPN supported on Windows 7 platform.
• Other applications supported include Outlook 2016, Skype, NextGen, Smart Square, STAR Financials, SunQuest, PGP, Success Factors, Lawson, Kronos.
• Work within metrics, adherence and attendance to ensure quality performance and productivity by using management support tools.

Confidential, Norcross, GA

Technical Support Specialist

Responsibilities:

• Responsible for taking technical support calls from customers and troubleshooting to identify appropriate resolution for managed services such as managed broadband, managed Wi-Fi, managed router, IDS services/operations and security delivered over BCI and/or MetroE in LAN/WAN environment.
• Verifies network outages and escalate to appropriate fix agents to ensure timely resolution (Tier 2, field operations etc.) with a primary emphasis on a quality first call resolution.
• Accurately documents problems including detection information, diagnostic results and repair information by utilizing the trouble ticketing system, customer portal and network monitoring tools.
• Uses multiple software systems and applications to ensure customer service orders and repair tickets are completed accurately and on-time. Provide Daily, Weekly and Monthly PBX Reporting.
• Achieve standards for consistent performance (scorecards).

Confidential, Kennesaw, GA

Information Technology Support Analyst

Responsibilities:

• Provides Tier 1 and Tier 2 (intermediate) support for UnitedHealth Group customers . This includes response to calls, problem analysis, diagnostic techniques, consulting, and problem resolution.
• Responsible for setting up Office 365 tenants, creating administrator and service accounts, maintaining service and system documentation, tuning service performance, and providing detailed documentation of customer profiles.
• Install, configure, troubleshoot, diagnose, and resolve problems with Microsoft School Data Sync (SDS) with Office 365 Azure Active Directory Domains supported on Windows 7 platform .
• Research complex issues across multiple databases and work with support resources such as mySME, RxClaims, Rx Web, MIIM, EDSS, ODM, GPS, MARX to resolve customer issues or partner with others to resolve escalations.
• Work within metrics, adherence and attendance to ensure quality performance and productivity by using management support tools.

Confidential, Kennesaw, GA

Sales Consultant

Responsibilities:

• Provide customers with price plan and affordable contract options maximizing value for transportation, storage and supply agreements to assist with selecting appropriate commercial and residential fixed price plan(s).
• Initiate service orders, provide updates, meter maintenance, discontinuance of service and gas emergencies.
• Resolve billing issue, issue refund, process payment arrangement, and other billing related inquiry.
• Utilize various systems to process customer request for purchase and delivery of natural gas in markets such as Ohio, New York, Maryland, Michigan, Georgia, Florida, Alabama, Mississippi, Tennessee, Carolinas, etc.
• Provide excellent customer service to ensure customer satisfaction for enrollment, account retention and revenue generation for over a dozen natural gas local distribution companies.

Confidential, Atlanta, GA

Information Technology Specialist

Responsibilities:

• Provide superior customer care, analyze processes, coordinate resources, manage performance and IDS services/operations.
• Provide Daily, Weekly and Monthly PBX Reporting including multiple sites, departments and divisions.
• Recruit, train and manage IT Specialists to maintain IT Security and system administration for over 1200 users within the RCO(Regional Census Office) NOVELL Netware office automation LAN/WAN production system environment including creating/deleting user accounts/permissions, control level of FDCA(Field Data Collection Automation) portal access, maintain level of operation/security control, issuing passwords, password resets, roles assignment, maintain group s, assign email accounts in OWA(Outlook Web Access), and Lotus Notes.
• Recruit, train and manage IT Managers, and Technology Support Supervisors to support/maintain 57 LCOs(Local Census Offices) via MS Project. Support included troubleshooting with HHC(Hand Held Computers), Laptops, Windows 7, TCP/IP protocol, LDAP, Windows Active Directory policies and Cisco CallManager.
• Recruit, train and manage Help Desk Analysts to support PC configuration of Laptops including Cisco VPN(Virtual Private Network), Sprint Mobile AirCard, SafeBoot, Fingerprint access via Embassy Security Center application, FDCA portal, Internet access, VOIP(Voice Over IP), desktops, printers, fax, and copiers within LCO.
• Train and manage Help Desk staff to support Field Operations, Quality Assurance, Human Resources/Payroll, and Recruiting applications, MS(Microsoft) Office 2007, MS Project 2007,Windows Server 2008, OWA, Lotus Notes, AMS(Asset Management System), Remedy, Call Finity, ESRI ArcGIS, Google Maps, and Google Earth.
• Utilize Remedy Ticketing System to track tasks and inventory in Request For Service problem tracking system .

Confidential, Atlanta, GA

Adjunct Computer Instructor/Course Developer

Responsibilities:

• Instruct students in Microsoft Office XP Course (including MS Access, MS Excel, MS PowerPoint, MS Word).
• Prepare lectures, exercises, syllabus, and handouts.
• Grade laboratory programs, exams, and quizzes.
• Demonstrated effective classroom instruction (based on classroom observation, student evaluations, and other information.)
• Make arrangements to be available to students outside of class as needed.

Confidential, Marietta, GA

Computer Instructor/Course Developer

Responsibilities:

• Instruct students in Visual Basic, Frontpage, HTML, Dreamweaver MX, Flash MX, Adobe Photoshop.
• Instruct students in Microsoft Office XP Course (including MS Access, MS Excel, MS PowerPoint, MS Word).
• Prepare lectures, exercises, syllabus, and handouts. Grade laboratory programs, exams, and quizzes.
• Demonstrated effective classroom instruction (based on classroom observation, and student evaluations.)
• Make arrangements to be available to students outside of class as needed.

Confidential, Alpharetta, GA

Technical Support Supervisor

Responsibilities:

• Manage team of ten customer service employees in all aspects of incoming call center operations.
• Enhance performance with teambuilding, mentoring and coaching.
• Implement staff development programs, using the following knowledge sharing methodologies: demonstrations, n-the-job, collaborative meetings, conference sessions, and workshops.
• Assist Project Manager and key stakeholders at initiating stage to define the scope of the project.
• Assist Project Manager in developing scope plan and schedule for assigned projects.
• Monitor performance of staff members according to quality and metric standards.
• Plan, direct and evaluate workflow. Conduct observations to ensure quality service.
• Check and approve employees time. Coordinate and conduct . Conduct performance appraisals.
• Handle escalated customer complaints. Make hiring decisions.

Confidential, Kennesaw, GA

Consultant

Responsibilities:

• Deliver technical classes on the Hyperion eCRM Analysis Suite to Hyperion Customers and Consulting Partner audiences when scheduled as the Software Instructor/Trainer.
• Provide a solid understanding of the Hyperion Field Services(FS), Sales Force Automation(SFA) and Customer Interaction Center (Call Center) system architecture and components.
• Provide a functional understanding of the Implementation processes, Data Warehousing and Hyperion Muti-Dimensional Database ( Essbase).
• Address client requirements, devise effective solutions, author proposals based on business needs in advance of services.
• Coordinate joint projects and initiatives with Department, support organizations, and production teams.
• Organized and developed procedure manuals, guides, and course material for new hires and seasoned employees. completion result in Hyperion .
• Successfully organize multiple activities and projects; delivered within specific time frames.
• Analyze evaluation results and provide feedback to management on effectiveness of curriculum and delivery.
• Course outline include Implementation processes, Hyperion Customer Analysis Data Warehouse, Metadata and Data Conversion to Data Mart, Hyperion eCRM Application Builder, Extracting Data to the Cube, ETLs, EBCs, Data Manager Views, Customizing Views, OLAP Templates and Views, Stored Procedures, Hyperion Essbase (Multi-Dimensional Database Structure, Key Performance Indicators (KPIs), Dimensions, Parameters, Hierarchies, Calc Scripts, Data Loads, Hyperion Essbase Spreadsheet Add-in, AlphaBlox Reports.
• Additional software include Oracle 8.0, MS SQL Server 7.0, Hyperion Essbase OLAP Server 6.1, AlphaBlox Server /Report Writer 3.2, Windows NT 4.0, Web Site Analysis, SQL, Javascript, XML, HTML, SAP, Siebel, Perl, MS Visual Basic 6.0, MS Project, MS Access, MS PowerPoint, MS Excel, Visio, and Lotus Notes 5.0