PROFILE:

I am a 10+ year Technology Services Professional adept at working within a global business environment to support the multinational goals of a company’s drive towards efficiency and profitability. My experience is extensive and has centered on various facets of hardware, software and wireless data device support as well as training. I am a natural leader with a keen sense for detail and the ability to seamlessly interface with all levels of organizational management in an effort to bolster solid decision making in the delivery of the right solution “the first time. Additionally, I excel at fostering strong Client relationships and my aforementioned combination of people skills and business sensibilities will enable me to consistently meet or exceed the goals of your organization.

TECHNICAL SKILLS:

Applications: Internet Explorer, Outlook Exchange Server & Client setup, Novell/GroupWise network troubleshooting, VM Ware, MS Office 2000/2007/2010 , WinNT, Win2K, XP, Vista and Window 7. Symantec Ghost Explorer, Image Backup - Recovery, Remedy Action Request IT svc mgmt. v6.03, PeopleSoft, Lotus Notes 6.5.2, Citrix applications, Wireless Configurations, Adobe Acrobat, Sun Java, Windows NetMeeting, SMS Remote Access, LANDesk, PC Anywhere and Remote Desktop.

Hardware O/S: Laptop & Desktop support Dell, IBM, and HP. OS image validation & Image script processing, Net/Local Printer support, Anti-Spy ware packages, Apple Macintosh OS 9 and X. Blackberry Configuration and Tethering for VPN access. Familiarity with Windows Mobile, Palm Treo, IPhone, and VOIP, Networking TCP/IP, Citrix. Compass Center Works, Active Directory Management, Wireless & PDA support Blackberry Email /Outlook/Lotus Notes Enterprise Configuration and Tethering), 802.11 10/100 LAN, WAN VOIP Cisco, Global Net Client VPN.

EXPERIENCE:

Confidential, Austin

Desktop Support

Responsibilities:

• Completed MDS training which helped to grow and preserve my team’s knowledge of managed desktop procedures and standards while politely responding to the customer's problems and conveying a resolution either by resolving it at first contact or escalating it to the next level of support.
• Ensured all problems are resolved in a timely manner.
• I also worked with Team Members to provide assistance for multiple projects (Windows 7 upgrade, laptop/desktop encryption).
• I was responsible for troubleshooting both Windows and Macintosh laptop and desktops, printers and peripheral operations, installation, and providing excellent customer service.
• Providing written and verbal communications, and professional phone presence skills.
• Sharing of information, learning new technology and participating as a team member Completed system refreshes from Dell desktop and laptop running on XP to Lenovo desktop and laptops running Vista and Windows 7, as well as Mac OS upgrades from 10.4 to 10.7.

Confidential

Network Engineer

Responsibilities:

• Assisting and supporting senior network control engineers in the NOC/TAC as well as interacting for the purposes of troubleshooting working with corporate and non- corporate end users in the initial fault isolation support for internal and external customers.
• I was responsible for opening, updating, and closing trouble tickets, which were required to track the progress of trouble resolution with end users and help desk associates.
• I was responsible for the network configuration and reconfiguration of Cisco Routers, Switches and Access Points.
• I was also responsible for the collection of customer requested data such as traffic reports as needed and responsible for the rapid assessment of both the nature and severity of customer problems and initiates calls to various support organizations as needed.
• Also required to maintain documentation of daily operations.

Confidential, Austin, TX

Desktop Specialist / Wireless Specialist

Responsibilities:

• Assisted in the installation of specified software packages and programs, as well as in house applications which required admin right to install and test, for functionality.
• Maintained up - to-date expertise in the operation and application of the WM standard hardware and software i.e., network connectivity, MSIE, Outlook, VPN, Windows 2000, Windows XP, Vista and multiple remote control tools.
• Contributed to and maintained Technical Knowledge Base for troubleshooting of a wide variety of commonly used hardware and software issues, by using such resources as the Technical Help Desk Knowledge Base, and Google search tools Assisted in the evaluation and testing of hardware and software for possible company future projects, Responded to complaints, requests, and incidents. Accurately interpreting and fulfilling customer requirements to achieve satisfaction.
• Excellent written and verbal communication skills, the ability to listen and interface with both technical and non-technical personnel.
• Proven Self-starter highly committed to providing quality Technical Support and Customer Service in a team environment. Demonstrated ability to prioritize work and to work independently on multiple tasks also the ability to recognize and react to situations with a sense of urgency.
• Troubleshooting and configuring of Blackberry's Palm Treo's, IPhones and other smart phones devices for wireless email and VPN Access.

Confidential, Austin, TX

Technical Help Desk Analyst / Wireless Support Specialist

Responsibilities:

• My duties are to support Corporate End Users with all technical issues pertaining to connectivity issues, Password Resets, Removing and Adding users to BES Servers, VPN Access, requests for new hardware, upgrading of software, Trouble shooting of various Mobile Data devices which include Blackberry's Palm Treo's, I Phones, and various PDA devices, for all Carriers. Wireless Air Card configuration, Laptop and Desktop Configurations, Outlook, Lotus Notes, Zimbra, Internet Explorer, Safari, and Mozilla Firefox. Resolving billing disputes between carriers when required and to acquire credits. Accounts: Adobe Systems, Harrah's Entertainment, Bose, Ericsson, Catalent, Gartner, to name just a few.

Confidential, Austin, TX

Incident Management Help Desk Coordinator

Responsibilities:

• Identification, support, configuration and resolution of various proprietary, web - based and client initiated application issues.
• Administration of web-based and proprietary client application issues.
• Duties are to monitor and respond to global network outages that may affect Lotus Notes, Citrix, Internet, and VPN issues.
• Updating status into Remedy Ticketing System Dispatch of technicians and engineers for escalated issues. Follow-up on outstanding client issues.
• Basic troubleshooting, identification, and escalation of known hardware issues.

Confidential, Austin, TX

Support Specialist

Responsibilities:

• Troubleshooting of all Apple Desktops, Portables, Wireless Networks, and peripherals.
• Resolving all Internet connectivity issues or proving to a certainty that the issue was not apple related.
• Provided technical support for wireless networks (Airport and Air tunes).
• Setup of repair dispatches for portables when customer units needed to be repairs
• Upgrading out of date Personal Computers donated from the New Jersey School system to low income families.
• Upgrades included Hardware and Software upgrades. (Memory, CD/DVD Burners, Hard Drives, Wireless Networks, O/S System upgrades, etc).

Confidential, Chesapeake, VA

Help Desk Associate

Responsibilities:

• Providing first level Help Desk support to all Retail StoresDistribution Centers, as well as the Store Support Center, for cash register systems, POS, CC Readers,, AS/400, PC software/hardware, and the phone system by assisting in problem resolution.
• Responding to user requests for information, performing problem identification procedures, follow - up escalation procedures, and to record all contacts into the Help Desk Call Tracking Database.
• Configuration and customization of client website portals and applications using HTML.
• Administration of client website content.
• Troubleshooting and support of client-driven applications.
• Assisting in coordinating the resolution of hardware/software system problems with DBS/NCR.

Confidential, Norfolk, VA

Team Lead

Responsibilities:

• Accepting all irate Supervisor Call Requests from CSR's throughout the center, in hopes of resolving the most difficult of customer escalated calls, regarding the status and problems with establishing their DSL Service.
• Contacting all relevant departments within the Confidential Network to determine why customer's orders were not processed in a timely fashion, or why their service was not operational.
• Taking ownership of these calls, and following up with the customer regarding the ongoing status of their order from time of my interaction with the Provisioning Department, Engineer's, Central Office, and all other entities involved in the processing of these orders.
• Notifying customer when the order was complete, and assisting them with getting the service registered and functional. While also providing technical troubleshooting when required.

Confidential, Rutherford, NJ

Asst. Team Lead / Customer Care Rep.

Responsibilities:

• Assisting customers with troubleshooting the cell phone units, reviewing their Billing Invoices with the intention of helping them manage their rate plans to avoid being charged unnecessary overages. (
• Resolving any and all Billing Disputes regarding coverage area, service within those areas, escalated calls, and or credits if any due to the customer.
• Performing swaps of hardware, phones numbers, and dispatch and fleet numbers, equipment, or account modifications.
• Up selling of all Confidential products, accessories, services, and benefit programs.
• Research and Follow - up of all issues regarding customers concerns (Billing). Technical Support of Cellular, Dispatch, and Internet Services.
• Processing all information regarding these call into call tracking databases (TRIS, NEWT, and WEB SYSTEMS) assuring that calls and resolution of call information was well documented in case of similar calls re-occurring (thus growing the database).