PROFILE:

Experienced in IT, serving financial, healthcare and defense industries. Strong abilities to work well in teams, develop innovative solutions, and drive toward team success and project goal ; able to provide quality, individualized customer service resulting in high levels of customer satisfaction

SOFTWARE AND TECHNICAL EXPERIENCE AND PROFICIENCIES:

• NT/Netware
• A+ Certified/HP Certified
• MS Office Suite 97 - 2010
• Lotus Notes Suite
• IT Security Administration
• HTTP/HTML/XML
• TCP/IP
• AD Active Directory
• Crystal Reports/SQL
• PeopleSoft
• Twitter/LinkedIn/Social Media e-Commerce technical support
• Kronos
• Lawson Software
• QA Testing
• EDI

COMPUTER SKILLS:

Windows 3.1/95/98/NT/2000/XP/Vista/7, UNIX, Novell Netware v 3.11-5.1, ProComm Plus, Network Security, Vantive, Remedy, Peregrine Oracle, Crystal Reports and Business Objects reporting tools, Wireless services, Tier 2/3 Level Support, Pursuing Windows 7, PMP and CISSP

PROFESSIONAL EXPERIENCE:

Confidential, Dover, NH

Customer Support Agent

Responsibilities:

• Analyze, troubleshoot and resolve technical-related problems.
• Interact with customers and co-workers to diagnose and resolve problems, 92% FCR
• Assisted with Windows 7 rollout, connectivity, functionality and data recovery
• Support feature, functionality and usage of specific applications, following established policies and procedures
• Provided support for enterprise IT solutions, including: desktop support services, voice/video/data integration, internetworking, helpdesk, and security solutions, in a fast paced deadline oriented work environment
• Diagnosed and resolved customer service level three issues
• Imaged and configured over 150 desktop/laptops
• Analyzed web site usage and implemented successful social media marketing (twitter-based) to increase web presence and brand awareness
• Collaborated with a virtual team to increase daily traffic to site by 20%.
• Collaborated and coordinated with multi-functional teams to perform and monitor OS upgrades from Windows 2000 to Windows 7

Confidential, Lowell, MA

Assistant Treasurer Service Desk Lead

Responsibilities:

• Performed critical production support for Confidential; analyzed technical issues with sensitive client financial data transactions via phone interviews and database research
• Analyzed and monitored EDI and transmission transactions; reviewed and resolved errors
• Created daily reports for business processing; resulted in efficiency in technical issue resolution
• Developed and implemented effective procedural solutions, reflecting and addressing deep understanding of client needs
• Coached, developed and mentored team members

Assistant Treasurer and Technical Officer

Confidential

Responsibilities:

• Provided E-Commerce and proprietary internal web product support to bank clients
• Collaborated with vendors, business clients, management, and application support teams in resolving internal and external technical incidents
• Assessed and analyzed unresolved escalated client issues; resulted in less downtime for customers and higher customer satisfaction

Confidential, Boston, MA

Project Lead Technical Support

Responsibilities:

• Led 5-person team providing technical support for 1000 employees insuring continuous office operations: resolved all escalated technical and customer service issues
• Managed department moves: planned and coordinated logistics with multiple departments, developed schedule, and forecast technology equipment needs; resulted on-time, on-budget moves with minimal disruptions
• Monitored projects anticipating and resolving issues efficiently and effectively
• Trained field technicians on proprietary software and customer service

Confidential, Boston, MA

Business Analyst

Responsibilities:

• Analyzed, assessed and resolved client issues on desktop computers, phone systems, proprietary healthcare applications, mainframe and security systems; resulted in extremely high client satisfaction
• Developed and implemented call center solution; resulted in improving phone coverage by 20% and improved customer service
• Efficiently managed and resolved 60 client issues per day; resulted in becoming ranked the second highest Business Analyst
• Trained all new hires