Summary

Motivated and driven IT professional offering 5 years off hands on experience in implementing and enhancing Windows System. Demonstrate ability to developed high performance systems application databases and interfaces. Professional knowledge of various PC based operating systems networks and software applications. Trained to support end-users in a Windows environment via telephone and hands-on support Strong Customer Service background Detail-oriented Multitasking Problem solving Critical thinking Good organization skills Strong Administrative Skills Advanced leaner Self- Motivated Written/Verbal Communication Strong knowledge of Adverse Event reporting Strong Key board skills Solid Interpersonal Skills

WORK EXPERIENCE

Confidential

IT Service Desk Lead Resolved deployed customer issues with Windows 7 upgrade and printer issues and contributed to monetary saving goals Highly effective liaison for Dell Verizon ATT Open Sky Email Team LAN and IT Service Desk Strong troubleshooting solving skills proven by effective interaction with management users team members and vendors. Solely responsible for diagnostic and troubleshoot all Laptops and Desktops as well as repair replace any parts as needed. Used Ready desk to resolve trouble tickets to monitor issues with network. Created how to guides to instruct IT leads and support staff with quick and effective problem solving issues in order to better assist end users. Successfully led and coordinated the cross-functional development to meet 2012 FEP Government Audit. Mentor support staff on time-sensitive end-user calls by carefully listening to the end-users concern and providing a quick effective solution. Involved in Office 365 support with Windows Deployment Services Known as go-to person for Image plus Cisco VPN Client Credant Local printers Network printers and data recovery. Experience in Active Directory for providing access/permissions and created individual accounts. Proactively identified functional areas of improvement for requirement coverage contributed to resolving several faults while improving and provide end-users satisfaction. Play integral role as Outlook Lead In charge of all Support and provide training to the IT service desk department. Provided support and troubleshoot VMware issues by providing 24/7 on call support on a network setup In Charge of Backing up all Blackberry s and updating from Lotus Notes to Outlook 2010. Installed and maintained custom database software using Lotus Notes. Assisted and contributed to company site testing for Horizon Wireless Network Implementation. Experience in computers reimaging deployed and recovered PC s password resets and imaged multiple PC s Known as the Image plus Guru. Software Microsoft Office 2000 and Microsoft Office 2003 Microsoft office 2007 Visio 2003 Visio 2007 Microsoft Project 2003 2007 Nasco TPX Blackberry Desktop Cisco System VPN Client 4.8 Adobe Acrobat Professional 8 and adobe professional 9 AT T Global Image Plus Norton Antivirus Lotus notes WinZip Avaya CMS Supervisor Version 14 Avaya IP Softphone Avaya IP Agent Cirrus Crystal Reports Cognos CADOCView Business Objects DB2 GIFTS V 5.2 Medigold Core Ftp Connect Direct MeDecesion PGP key Encryption Reflections SQL server 7.0 Monarch VMware Vsphere client 4.0.0 Blackberry Manager 4.1 Ticketing system Peregrine-Service Center Hp Service Center Remedy Hardware Dell Laptops Toshiba Laptops Dell Desktops Dell local printers HP Network Printers as well as HP Local Printers Blackberry All Home User s Routers and Modems. Operating System Windows 2000 Windows xp Windows vista Windows 2008 windows 7 Ubuntu 10.4 Mac os Leopard 10.6 Internet Applications Appeals Pro Witness Logger UCSW Qblue Qreport CarePlannerweb Clearquest Rational Support Omweb viewer Remote software Carbon Copy PCAnywhere Remote Desktop and Deployment Console Server

Confidential

Pharmacy Information Specialist CIC Department Provided accurate product FAQ s to Novartis patients in-house pharmacists and healthcare providers Handled daily usage of Medicus Siebel 7 LIVE Production AQWA Production AEGIS and Safety Compliance Answered inbound calls strong knowledge of Adverse Event reporting and technical complaints Interacted with complainants and retrieved information to document complaints Completed all investigation within the established time Handled written/verbal correspondence with healthcare providers pharmacists patients and colleagues Implemented new strategies to management to enhance helpful learning tips Confidential

Customer Service Rep Answered 75-150 inbound calls in support of customer needs Processed payments and discussed payment arrangements with customers on a daily basis Provided support to the sales team ensuring all sales and service objectives were met. Assisted in the training of new customer service representatives and associates. Performed market research surveys on customer needs and requirements Prepared weekly sales reports for the sales team and sales management Confidential

Customer Service Representative Received a high volume of approximately 80-100 inbound and outbound calls daily. Resolved billing inquiries disputes payments and change of service requests. provided professional courteous and responsive service to customers. Learned all phases and aspects of the customer billing system. Explained technical issues to the customer in a concise way and provided knowledge of pricing and packaging.

STRENGTHS Strong Customer Service background Detail-oriented Multitasking Problem solving Critical

thinking Good organization skills Strong Administrative Skills Advanced leaner Self- Motivated Written/Verbal Communication Strong knowledge of Adverse Event reporting Strong Key boarding skills Solid

Interpersonal Skills

COMPUTER Adobe Microsoft Office Word Excel Outlook Office 365 Lansweeper Active Directory VMware Power Point Oracle Lotus Notes Medicus Siebel 7 LIVE Production AQWA Production SOS Quadax Written/Verbal Correspondence AEGIS and Extensive Internet applications.