SUMMARY

• Dedicated and self - motivated IT professional
• Clear understanding of the ITSD
• Excellent team player, comfortable with improvising and problem solving in fast-paced environments
• Over 5 years of experience in Customer Service
• Experienced with database LAN / WAN Networks
• Excellent communications and interpersonal skills

TECHNICAL SKILLS

• Microsoft Office
• AS400
• Access
• SQL
• HTML
• Sales Logics
• Roadnet

PROFESSIONAL EXPERIENCE

Confidential

VEC MD Processor

Responsibilities:

• Manage database work flow for The Material Damage Unit.
• Assist with assignments of new files and potential total loss to the proper department.
• Developed Direct Assignments which reduced pending claims, and improved workflow.

Confidential

IT Service Help Desk Analyst

Responsibilities:

• Served as the single point-of-contact for users to report issues and incidents
• Provided technical support to diagnose, analyze, research and resolve routine computer, lap top Computers, and mobile devices incidents for internal and external users.
• Assisted with development of unit testing and integration testing during the development cycle. Reviewed upcoming releases and identified support gaps and risk opportunities.
• Performed incident and event correlation for active incidents and know errors.
• Executed incident and change management for routine PC server, mainframe applications and hardware.

Confidential

Control Desk Analyst

Responsibilities:

• Developed and implemented procedures for collecting customer service queue and agent performance data
• Tracked queue and agent performance, produced and distributed daily, weekly and monthly reports
• Developed and produced documents, graphs, outlines and other materials for presentation to management and executives
• Supported supervisors and managers with call volume forecast and work force scheduling

Confidential

Middle School Teacher

Responsibilities:

• Designed and implemented Spanish lesson plans for grades 7-9.
• Counteracted "senioritis" by utilizing cooperative learning with students teaching a chapter and testing themselves.
• Assessed students' progress daily in Language concepts class.

Confidential

Database Administrator

Responsibilities:

• IT security information /data flow, data base administrator.
• Queried database to pull customer information and solve issues
• Designed test plans for information systems changes
• Key Technologies: SQL server, Windows Server, LAN of 15+ desktops.