SUMMARY

• Quality - focused IT professional with 5+ years of experience as helpdesk, systems technician and software/hardware support specialist.
• Proven ability to create and deliver solutions that meet corporate objectives tied to business and technology performance.
• Comfortable operating in a wide range of platforms and environments. Effective communicator; able to explain complex processes in easy-to-understand terms for end users.
• Skilled in proactive identification and resolution of critical systems/network issues.
• Ethical and loyal, maintains a high degree of confidentiality.

AREAS OF EXPERTISE

• New & Emerging Technologies
• Testing & Troubleshooting
• Application Administration
• Systems & Network Upgrades
• Windows & Mac Platforms
• Systems Integration/Migration
• User Training & Support Tools
• Disaster Recovery Planning
• Problem Identification/Analysis
• Network Connectivity Issues
• Client Needs Fulfillment
• Business Process Optimization

TECHNICAL SKILLS

SOFTWARE: Windows 3x/9x/NT/2000/XP, Microsoft Office 97/2000/XP Pro, WinFax Pro, Laplink Pro, Laplink Norton Anti Virus, McAfee Anti Virus, GHOST, Drive Copy, Remote Desktop, PC Anywhere, NetMeeting, Remotely Anywhere

HARDWARE: IBM compatible PCs, workstations, Ethernet & Token Ring Protocols, Mother Boards, Video & Sound Cards, Monitors, CD-ROM Drives, Memory Chips, IDE/EIDE/SCSI Hard Drives & other devices, SCSI Controller Cards, Tape Backup Drives, Optical Drives, Scanners, Printers, HP/Compaq laptop and printer

PROFESSIONAL EXPERIENCE

Confidential

Utilization Management Rep

Responsibilities:

• Performed Tier 1 troubleshooting for providers and servicing facilities
• Worked within an inbound call center.
• Corresponded via phone, and email to coordinate customer support for members of Confidential as well as providers

Confidential

Onsite Coordination Rep

Responsibilities:

• Worked as a customer support coordinator.
• Performed Level 1 troubleshooting for HP Proliant servers, and used Salesforce as a ticketing system.
• Also scheduled/dispatched out technicians to customer’s location to fix issues that could not be remedied remotely.
• Corresponded via phone, and email to coordinate with the technicians fulfilling customer’s contracts.

Confidential

Helpdesk Support

Responsibilities:

• Worked within inbound call center taking 30-0 calls daily
• Dealing with major corporate clients’ accounts pertaining to them scheduling drug screening, fingerprinting, and background checks.
• Had correspondence with level 2 technicians with handling client inquiries, and billing issues
• Used Service Now ticketing system
• Utilized Microsoft Office 365

Confidential

Helpdesk Support

Responsibilities:

• Answer inbound/outbound inquiries via phone online, fax, email, and through face to face customer support/services within a high volume call center environment.
• Dealt with POS connectivity issues. Also client billing inquiries and password resets.
• Used troubleshooting skills fix several model printers for receipts, and reports for clients.
• Gave support for Ingenico and Veriphone credit card machines
• Used Teamviewer and PC Anywhere for remote access
• Used Remedy ticketing system.

Confidential

Retail Operations Support/ Helpdesk Support

Responsibilities:

• Helpdesk Support over the Phone and VPN with the ability to assist store associates with POS configuration, billing, and laptop issues.
• Worked on level III Store Support Team who is responsible for finding a solution for any issues a store associate may have with their internal dealings as well as their customer’s issues that are brought to the store (activation, billing, etc). Spoke with store associates who would be frustrated with given situations.
• Support fax/printer issues (Dell 2660dn, Dell 3150, Custom Kube-Receipt Printer), KDC- Koamtec Scanners, Verifone and Ingenico POS/Credit Card systems, through phone calls, emails, and escalated correspondence.
• Used ITSM Software (Cherwell Ticketing System) to record phone calls
• Proficient in troubleshooting issues using IQ Metrix/RQ4 to improve retail management
• Used TeamViewer to remotely troubleshoot client’s/caller’s issues dealing with Corporate stores and Authorized Retail Dealers.
• Experience with Microsoft Office 365

Confidential

Economic Support Specialist

Responsibilities:

• Worked as an inbound agent processing the application of potential applicants for food stamps, and Medicaid.
• Trained individuals on the applications needed to successfully use the resources that are available from the Confidential .
• Processed potential application for services including child care, Medicaid, and food stamps.

Confidential

IT Support/ Helpdesk Operations

Responsibilities:

• Duties include answering incoming calls from store associates dealing with all software issues, from applications errors to java script errors.
• Performed password reset for associates trying to access the system.
• Rebuilding of first phones, and POS registers, as well as Store managers laptops, ad store PC's.
• Proficient in troubleshooting Microsoft Applications; (Spreadsheets, SQL Databases, word processing, and desktop publishing), MS Office Suite.

Confidential

CAE/ Video Repair

Responsibilities:

• Duties include answering incoming calls for customers setting up new services for TV/Internet/Phone
• Performed upgrades for customers adding more channels/services
• Upgraded internet, and/or equipment to their account
• Answered billing inquiries
• Assisted in minor technical support issues

Confidential

Tech Support/Customer Care

Responsibilities:

• Worked as a technical support/ customer care representative within an inbound call center handling 40-50 calls per day.
• Provided helpdesk support for internal and external customers using Citrix software.
• Also used PC Anywhere to log into customer’s accounts remotely, to do trouble shooting, and configuration of customer’s phones.
• Manipulated accounts dealing with billing inquiries, and programming of phones using in house ACSS software in house ACSS software and Microsoft office.

Confidential

Sr. Operations Analyst

Responsibilities:

• Functioned as member of network team handling over 75 calls per day that represented 1500 PCs and diverse group of end users.
• Provided helpdesk support for software development center.
• Duties included troubleshooting user desktops (win98, NT4, XP, Vista), applications (Microsoft Office Professional, Outlook, SharePoint, Lotus Notes, Oracle, Visual Studio, Terminal Services, LANDesk, Remote Assist, SMS and PCAnywhere), and Networking issues (Email connectivity, VPN, Firewalls).
• Basic network password and Avaya phone resets.
• Trouble-shoot, configure, rebuild or repair internal/external Dell laptops for the business.
• PeopleSoft Basic System Administrator for on-boarding and de-boarding account creations.
• Achieved high level of customer satisfaction through patient, methodical approach to problem resolution, with majority of calls resolved within company’s 5-minute requirement. Turned around tense situations with irate customers into positive outcomes.
• Made presentations using Power Point (multimedia applications) for a group of users.
• Also, did troubleshooting for end users who used PowerPoint for their presentations.