SUMMARY:

Objective Technology oriented professional interested in a position reflective of my previous experience as an analyst, a team lead, a supervisor and manager. I seek to be a part of a dynamic team that encourages communication and support and is totally committed to client/customer satisfaction. I have been working from home for the past 5 years and would like a position that allows me to continue to do that.

PROFESSIONAL EXPERIENCE:

Confidential, Richmond, VA

Helpdesk Supervisor

Responsibilities:

• Responsible for daily activity of Confidential USA Service Desk including adherence to policies, procedures and quality of service
• Resolution of day - to-day issues and report to management when appropriate
• Participate and interact with client on matters that impact the Service Desk
• Work with client on transition to support of applications
• Identification, recommendation and development of new processes and procedures that reduced costs or improved service to the customer or analysts
• Determination of customer needs and follow up to ensure needs are met
• Liaison between client and employer
• Act as focal point in disagreement and change discrepancy resolution
• Responsible for selection, training, coaching, leading and development of personnel
• Hire and fire authority
• Participate or facilitate all project meetings as appropriate
• Oversee floor activity and call volume to ensure coverage is being maintained
• Create and communicate operational procedures and policy changes to the staff
• Resolve employee relation issues expressed by team members
• Addressing disciplinary and/or performance problems by preparing verbal or written warning and documenting according to company policy
• Proposal of initiatives to improve performance and client satisfaction based on analysis of metrics data
• Managed Technical problems based on severity and impact to ensure proper handling and timely resolution
• QA content of cases, proper escalation, and resolution
• Review analysts phone calls for quality
• Managed call tracking, time management, and incident resolution for 20+ analysts
• Supported 7000+ users, 1000+ applications, and all aspects of the computing environment
• Write employee reviews and recommend rate increase amounts
• Perform same functions as Team Lead

Helpdesk Team Lead

Confidential

Responsibilities:

• Perform same functions as System Analyst
• Accept transfer calls from the analyst from clients that are upset or want to speak to a supervisor
• Approve time off for analysts and ensure proper coverage
• Train new analyst
• Work with Client team for application transitions to our support and attend planning sessions
• Function as team member on file server upgrade from Macintosh to Compaq running Windows 2000 server
• Project Lead for helpdesk in Macintosh to ThinkPad, running Windows 2000, nationwide transition
• Member of team to upgrade sales server closets
• Developed procedures to order equipment for new hires and transfers within the sales clients including account setups and all accesses
• Developed process to retrieve equipment from sales users terminating employment

Helpdesk System Analyst

Confidential

Responsibilities:

• Support users in the offices and via remote connections
• Deciding whether issues are software related and can be repaired in the field or if hardware related and a new computer needs to be sent
• Support all proprietary software used by the Sales Force
• Maintain and create accounts on Macintosh Servers located in each office Nationwide using Timbuktu
• Maintain system backup on Sales servers and individual computers Nationwide
• Work with 2nd level support to resolve issues that could not be resolved at the helpdesk
• Reset passwords for Host systems
• Receive cases via Vantive call tracking software
• Worked with Confidential team to transition Helpdesk to receive calls directly instead of via Vantive case and establish procedures for entering Vantive cases

Confidential, Richmond, VA

System Administrator

Responsibilities:

• Determine system needs on a short and long term basis
• Recommend and implement network changes
• Determine training needs and train staff in desktop publishing and office applications
• Recommend and setup procedures for system usage
• Build sales pitch presentations using PowerPoint
• Accompany sales team to presentations, set up equipment and operate the computer during the presentation
• Install and maintain all Hardware and Software (PC and Macintosh)
• Troubleshoot PC and Mac hardware and software
• Maintain system backup and data retrieval
• Negotiate with system vendors via phone and in person to resolve issues
• Determine if and when outside assistance is required
• Order supplies
• Support Novell LAN
• Maintain copiers and office equipment
• Support email system including setting up accounts and troubleshooting email problems
• Oversee installation and setup of new fileservers
• Install workstations
• Manage system refresh project

Confidential, Richmond, VA

Advertising Systems and Typesetting Manager

Responsibilities:

• Research and development of software and hardware for advertising, display, facilities and visual merchandising departments
• Purchase and implementation of Macintosh workstations, PC workstations and the Novell and NT networks they were a part of
• System administration of networks
• Obtain quotes and negotiate costs of equipment
• Recommend and order equipment
• Responsible for the training of associates in software and system usage including network administration
• Train associates in QuarkXpress desktop publishing software, Photoshop, scanning, Streamline and Illustrator to edit logos and all custom software (Workflow Manager)
• Work with companies in development of custom software
• Test and debug new software and revisions of existing software
• Install and support all software and Hardware (adding to LAN in the wiring closet)
• Purchase software upgrades
• Repair of all Macintosh workstations and purchase of parts
• Daily operation of all Macintosh systems
• Purchase of all supplies for printers used for printing proofs and maintenance of printers
• Coordinate and supervise vendors and repair persons needed from outside vendors
• System administrator of Novell and NT networks
• Insure accurate data via maintenance of text, graphics and scanned image databases
• Build catalog and advertising pages and scan photos or images when necessary
• Write formats for copywriters
• Maintain backup and retrieval of data
• Manage the page layout and construction of signage
• Manage staff of eight
• Write employee reviews and recommend rate increase amounts
• Hire and Fire authority
• Member of team of five managers to develop procedures as required

Page Assembly Artist

Confidential

Responsibilities:

• Build pages on Confidential typesetting system to overlay on boards from studio and layouts from artists
• Develop film and overlay on boards
• Build signage
• Scan and perform digital editing of logos on Imagitex system
• Maintain system backup and perform data restores
• Perform repairs on the Imagitex and Confidential systems as well as the Loge processor (film developer)
• Some camera duties
• Write formats for copy and perform automatic price update function
• Troubleshoot software for all systems updating, reloading, etc.

Data Bank Supervisor

Confidential

Responsibilities:

• Maintain all data and supervise staff of four to insure timely data distribution
• Work with merchandising staff to ensure correct data
• Maintain supply of rebate coupons at over 200 corporate stores
• Negotiate problems with coupon payments between vendor and customer
• Write employee reviews and recommend rate increase
• Hire and Fire authority