SUMMARY:

Business Professional with extensive experience in technical services. Proven call center expertise and problem resolution abilities while maintaining high levels of customer satisfaction. Astute and analytical in addressing the needs of both internal and external customers. Reputation for building solid business relationships and communicating effectively with individuals at all levels of management. Proficient at delivering training for new and existing staff.

TECHNICAL SKILLS:

Lotus Notes release 8.53: Remedy, Expert Advisor,Top of Mind, Veritas Netbackup, ARCServe, Brightstor, Backup Exec

EXPERIENCE:

Confidential, Basking Ridge, NJ

LOTUS NOTES ADMINISTRATOR

Responsibilities:

• Provide desktop support for Lotus Notes users with Confidential bookstores.

Confidential, Roseland, NJ

LOTUS NOTES ADMINISTRATOR

Responsibilities:

• Managed incoming hotline calls, along with requests from internal customers as well as local support groups.
• Addressed mail and application access issues, calendaring, ADMINP, ACL audits, while replicating and remotely managing servers using RDP and PCAnywhere .
• Provided retrieval of historical and archival data which led to compliance with Confidential and Confidential legal standards and communicated the status to senior management.
• Created and provided written documentation and standards for the group, which enabled the delivery of consistent service to end users.
• Ensured no downtime for customer sales force on both Blackberry and tablet devices by providing guidance on the Blackberry Enterprise environment V5.0.228.
• Provided assistance to same customer sales force using the Good application on iPhones and tablet devices that ensured no downtime for required deadlines.
• Configured and monitored daily backups on Notes servers using different types of backup software such as: Veritas Netbackup, ARCServe and Backup Exec.
• Processed various mail and database restores to end users upon requests.
• Worked closely with client and third party vendor, which led to being nominated for Confidential Rock Solid Award.

Confidential, Morristown, NJ

SYSTEMS ANALYST

Responsibilities:

• Primary contact for all PC, LAN, and Legacy systems support to a customer base of over 4,000.
• Provided second level support for mainframe printing and connectivity issues to the same customer base, which provided help desk with second - level support.
• Delivered necessary training for new and existing staff, which enhanced their overall knowledge of the processes.