Objective

To gain a career track as an infrastructure support professional technician or analyst with a company that values its human capital resources and fosters their development into personnel who add value to the enterprise.

• Extensive call center management and experience with a major financial institution.
• Experience in Middle to Senior Management Call Center / Customer Service Office
• Possess strong team leadership, motivational, and coaching skills.
• Technically astute and customer service oriented
• Maintains a consultative coaching style and extensive interviewing and hiring experience.
• Establishes performance goals to meet efficiency levels, goal setting, and quality assurance standards.
• Four solid years of experience in Call Center Management IT Services
• Over 10 years of overall IT call center exposure.
• Proficient with a variety of Customer Service Tools and ticket processing applications.

• Operating System Proficiencies:
• Windows NT, 95, 98, ME, 2000, XP Professional, XP Home, XP Media Center, Linux, DOS, Microsoft Windows Vista, Windows 7
• Enterprise Application Competencies:
• Office 98, 97, 95, 2000, 2002 2003, 2007 and 2010, Lotus Notes 5.0, Internet Explorer 9, Netscape, Firefox, Google Chrome, RightFax, Avaya Modular Messaging, Documentum, Good for Enterprise for DROID, iPhone, and iPad
• Call Center Resource Competencies:
• Magic TSD, Autotask CRM, Remedy, Service Center, AHD, Nortel Real Time Call Center Monitor, Altiris IT Support Console
• Network Admin Resource Competencies:
• Windows Active Directory, Telnet, Windows RDP, Mcafee Antivirus, Blackberry BES Server, Symantec End Point Security, SMS, and SCCM
• Hardware Competencies:
• IBM, Compaq, AST, Dell, Nec, Toshiba, Hewlett Packard, Hard disk drives of all brands and capacities, Printers, modems, LAN, WAN, Cisco ASA firewall, PDA, Blackberry, iPhone, iPad, Droid, Dell and Compaq servers
• Testing Software and other Utilities:
• Norton Ghost, Xtest 32, Winreboot, Tcopy, Compaq Diagnostics, Partition Magic, Nortel ACD Reporting and monitoring software., Camtasia Studio, Ping, and FTP utilities

Confidential

Desk Side Support Analyst

Tools and Environment:

Windows Active Directory, Blackberry BES Server, Dell laptop and desktdop, Norton Antivirus, Windows XP and Vista, Blackberry devices, Verizon Air cards, Magic TSD, Cisco, Nortel Telecom, Xerox high volume printers, RSA Secure Id, RSA VPN administration tool, ERAS, MS. Sharepoint, SMS Administration, SCCM Administrative Console and tools, Good for Droid, iPhone, and iPad

Duties:

Final resolution for answering helpdesk call tickets I field about 250 tickets per month Troubleshooting MS Office, Intranet, Internet, Active directory account password resets, processing security requests, Networking, remote access, blackberry, machine imaging, responding to reassigning and creating tickets in the helpdesk console and other duties as directed.

Confidential

Desk Side Support Analyst

Tools and Environment:

Windows Active Directory, Webroot Antispyware Client, Cisco Clean Agent, Blackberry BES Server, Dell laptop and desktdop, Norton Antivirus, Windows XP and Vista, Blackberry devices, Verizon Air cards, Infra Enterprise Helpdesk console, Cisco, Nortel Telecom, Xerox high volume printers

Duties:

Final resolution for answering helpdesk call tickets I field about 250 tickets per month Troubleshooting MS Office, Intranet, Internet, Active directory account password resets, processing security requests, Networking, remote access, blackberry, machine imaging, responding to reassigning and creating tickets in the helpdesk console and other duties as directed.

Confidential

Help Desk Analyst

Tools and Environment:

Windows Active Directory, Webroot Antispyware Client, Cisco Clean Agent, Blackberry BES Server, Dell laptop and desktdop, Norton Antivirus, Windows XP and Vista, Blackberry devices, Verizon Air cards, Altiris Helpdesk console

Duties:

Answer helpdesk calls I field about 1000 calls per month as well as some desktop work. Troubleshooting MS Office, Intranet, Internet, Active directory account password resets, processing security requests, Networking, remote access, blackberry, machine imaging, assigning and creating tickets in the Altiris helpdesk console and other duties as directed.

Confidential

Help Desk Team Lead

Tools and Environment:

Windows Active Directory, Blackberry BES Server, Dell laptop and desktop, Symantec Antivirus, Windows XP and Vista, Blackberry devices, Verizon Air cards, Sprint Air Cards, Altiris Helpdesk console, Remote Desktop, Autodesk Products to include Autocad

Duties:

Supervise all central region IT resources and personnel. Build and deploy servers, laptops, desktops, workstations, printers, assist local offices in the selection and procurement of their IT resources. Distribute and delegate workload over a 23 state territory. Travel with the director of IT operations to local offices to assess need and forecast future resource requirements. Report weekly activities of the technicians in the region as well as personal work in the region and local office in which I am stationed. Attend and conduct weekly and monthly teleconferences. This position also requires hands on desktop and help desk support to include building and servicing servers and other necessary tasks and projects that keep the region operational.

Confidential

Supervisor Technical Services

Supervise helpdesk and direct enterprise helpdesk technical services. Analyze and compose policies and procedures, interviewing, hiring, and dismissing employees. Special project support as needed.

Confidential

• Regular Help desk: Answer Calls, Solve in first call about 40 of the time, fill out help desk tickets in Magic, Assign tickets to service provider, follow up on certain help desk issues.
• Hands on Tech support: Citrix Support, Remote Desktop Support, Support Office Suite, Modular messaging, Meeting Place, Net Meeting, Local and network printing issues, Setup and configuration Rightfax accounts and trouble shoot functional issues, VPN support, support Documentum outages, and providing user support to the point of determining that a user needs training or to determine functionality issues.
• Active directory Support: Edit new network IDs for use in the enterprise, Reset Student and intern active directory accounts, Recall network Ids marked for deletion for non use using recall tools
• RSA Secure ID Admin support to include: Checking secure ID key fob states, Synchronizing the key fobs with the RSA database, Setting Key fobs to new pin mode, Enabling the key fobs, Checking the traffic in RSA authentication log to find where authentication failures occur
• User ID Pass word resetting for the following resources: LDAP, Modular Messaging, Active Directory SAP Client Ids
• Reporting: Daily morning Report, Weekly Helpdesk for Immediate report, Weekly Helpdesk for Supervisors Monthly Reporting of ITD Helpdesk Activities
• Admin: Preparing backup tapes for secure off site shipment, Tracking backup tapes, Logging backup tapes, Taking delivery of back up tape shipments
• Other: Preparing and performing PowerPoint presentation to company wide audience for Remote Access during Security and Awareness Campaign 2006, Development of Video Training Library to demonstrate use of available ASC ITD resources, Inventory Management in Magic Service Desk CRM.

Confidential

Technical Support Engineer

Support Go Figure health club support software systems with all user and health club support world wide. This includes troubleshooting access problems, password issues and daily operations issues.

Confidential

Yahoo Webhosting Support Technician

Support Yahoo Web Hosting Products for world wide customer base via telephone and e-mail. Call volume 50 or more per eight hour shift.

Confidential

Hardware Tester Contract

Testing of all Compaq products in every configuration to simulate the stress of the performance environment, and reporting anomalies for vendor corrections. These configurations includes firewire cards, hard drives of all brands and sizes, raid controllers, IDE controllers, CD ROM drives, CDRW drives, DVD ROM drives, DVDRW drives, and display adapters. This work required that brands remain confidential.

Confidential

Lead Technical Consultant Contract

Live real time monitoring of virtual trading checking refresh rates and alerting desk heads of potential problems that may cause system outages and desk trading holds,Troubleshooting installation of Dynegy Direct software, Troubleshooting internet problems applet, plug-in, and patch installation, Identification of call center resource needs, Created a fully functional call center, Select support servers, ACD integration with web based help resources, ACD functional evaluation

Confidential

VPN Support Engineer Contract

Troubleshooting internet and extranet problems, Troubleshooting root cause and origin of firewall related loss of connections, Assist firewall third party firewall engineers in troubleshooting pushing of firewall rule changes Troubleshooting desktop and laptop computers connected to VPN services, Administration of VPN accounts Answering service calls, Assigning IP ranges for new customers, Reviewing Firewall rules, Escalating calls to network administrators, Accounts setup and administration, Issuing Secure ID tokens, Troubleshooting VPN connectivity issues Converting customer base from various old methods of connecting to network resources to VPN ie. dial up etc. , Reporting metrics to superiors, Making recommendations on the quantity and quality of resources to be used in supporting VPN

Confidential

Helpdesk Manager/ Customer Service Center Supervisor Contract

Managed EBS internal helpdesk, Created and implemented the policies and procedures of the helpdesk Composed Service Level Agreement composition, Hired team members, developed the skills of each team member Served as a liaison between the desktop group and the helpdesk, Completed and deliver regular reports to the Director of Operations Support and the Director if IT