OBJECTIVE:

To obtain a position utilizing my Incident Management, Troubleshooting, Problem-solving, and Technical skills in an environment that encourages achievement and advancement while providing excellent customer service.

SKILLS:

SOFTWARE - OPERATING SYSTEMS: Windows Vista / XP / 2000 Pro / ME / 9X / 3.X, Windows NT

3.51, NOVELL NetWare 4.11, UNIX, COBOL

SOFTWARE - APPLICATIONS: Microsoft Office Access, Excel, Powerpoint, Word 97/2000/2003 /2007, Outlook 98/2000/2003/2007, Frontpage98, Publisher 98/2000/2003, Project 98, Exchange Hosted Archive Corel WordPerfect Suite Version 8, 9, 10, 11, Quattro Pro Novell GroupWise 5.0 LOTUS 1-2-3, Notes 6.5, Sametime Business Objects Crystal Reports Oracle Suite Calendaring system, Oracle Suite Secure Mail Center SMC Ektron CMS400 Web Publishing software VNC NYVIP Software HEAT Call Center software VANTIVE Help Desk Software Clarify Help Desk database program Folio 3.x / 4.x DBASE 2 Tracking And Billing System TABS software Maximus FacilityMax Workflow software Comnetix Fingerprint/Civil Applicant Processing System CAPS PreciseMail Anti-Spam Software PFS:Professional Q A Exceed for Windows TradeGuide to support ECSC AI Clients PWC Software, Exceed software for AI Enterprise EDISIM EDIFEC software AVAYA Centre Vu IP Agent Phone software and many other office software packages

HARDWARE:

COMPUTERS: Experienced in COMPAQ, DELL, IBM/IBM-COMPATIBLE, HP, TOSHIBA

NETWORKING: Experienced in hubs / switches / network cards from various manufacturers

DATA COMMUNICATIONS: Experienced in Modems, Adtran DSU/CSUs, Newbridge T1

ChannelBanks, and Micom Frontrunner Multiplexors

PRINTERS: Experienced in Hewlett-Packard, Xerox, Epson, Okidata, Genicom, IBM, Qume, and Fujitsu

WORK EXPERIENCE:

Confidential

TECH SUPPORT / HELP DESK

• Work on Help Desk supporting 23,000 users and over 150 different applications, handling calls and emails from Developmental Disabilities Services Offices DDSOs and Voluntary Agencies throughout the State.
• Provide support for users on the legacy e-mail system ALL-IN-ONE. Assist users with issues migrating from All-in-One to Outlook 2003 and OWA 2007. Added new users to the Global Address List GAL and System Distribution Lists SDLs using Exchange Contact Management tool.
• Installed and setup Outlook 2003 Client on users' PCs.
• Work with users unfamiliar with Microsoft Outlook 2003/OWA 2007. Questions range from setting up Outlook 2003 Client on their PC to using shared mailboxes, delegation rights, sending mail and setting up appointments on behalf of , etc. Provided help in maintaining and creating Personal Distribution Lists and System Distribution Lists. Set up Personal Storage Tables .PST on the VMS Pathworks network for users on that were continuously running out of space on their email mailbox.
• Assisted users new to Outlook Web Access OWA in the nuances of the application. Provided help with issues like sharing Calendars, signing into Group mailboxes, Printing issues, etc. Instructed users in Best Practices using OWA, Email messages, E-mail Options, Attachments, Trained users to use Inbox and Create Folders/Mail Management. Instructed on how to clear out cache and clean up mailboxes.
• Trained in and explained the use of the Ektron CMS400 Web Content Management System to users.
• Explained and instructed users in Microsoft Exchange Hosted Archive EHA application.
• Questions range from standard hardware questions setup of computer equipment from non-computer oriented people, Printer questions, etc. to more technical software questions on specific applications such as Windows, Microsoft Office 2003/2007, TIMES, OPTS, TABS, Facility Max, Crystal Reports, Fingerpinting System CAPS, and many other applications.
• Provided assistance with password resets through Active Directory. Walked users through synchronizing their password across all applications they have access to. Modified user information using Active Directory telephone , Department, Address, etc. that the user was unable to do because of security settings.
• Checked the Secure Message Center SMC address listing on our web page on a weekly basis. Worked with DBA's to refresh the tables on the server.
• Responsible for granting access to applications for users once UserId Access Requests were approved.
• Perform Remote Assistance and connect to customer's computer system to troubleshoot, fix/observe software problems and lead customers through to resolution.
• Responsible for logging all calls/emails into an Access database to keep track of problems solutions. Ran reports for management on tickets open/closed, number of phone calls received, productivity, efficiency, etc.
• Created knowledge base in Access 2003 for Help Desk agent use on FAQs.

Confidential

HELP DESK SUPPORT / CUSTOMER SERVICE REP

• Work on High Volume Support Desk handling calls from Vehicle Inspection Stations in New York State, California, and Virginia as they implement State-mandated new computer system to check vehicle's On-Board Diagnostic computers for Emissions Control.
• Handle calls from Vehicle Inspection Stations in California and Virginia on ESP, SUN, Snap-On, SPX, Worldwide and John Bean ETS Dynamometers to check vehicle's On-Board Diagnostic computers for Emissions Control.
• Personal Daily Call volumes fluctuate from a low of 60 calls to a high of 176 in an 8 hour shift.
• Questions range from standard setup of computer equipment from non-computer oriented people to more technical questions on the operation of the computer system during a NYS Inspection.
• Respond to customer emails regarding questions / complaints / suggestions about the NY Vehicle Inspection Program.
• Connect to customers' PC and updated the firmware in the Lexmark Z647 Inkjet Printer to make it compatible with the SGS NYVIP Software.
• Perform dial-in functions into customer's computer system to fix software problems and correct setup mistakes. Access customers' PC to troubleshoot problems and lead customers through to resolution. Dial in and reprogram KAL9020 OBD2 Scan Tool. Remotely log in and correct Inspection Sticker Inventory in customer's PC with DMV approval.
• Responsible for Inventory Reports IBM e-mailed on a periodic basis. Check report against actual inventory in HEAT database. Report any discrepancies to Supervisor.
• Responded to e-mails from Vehicle Inspection Stations concerning everything from how to get started to specific questions on the software and hardware. Typical response time same business day.
• During rollout of computer equipment throughout New York State, I called Inspection Stations and up-sold them from the standard equipment to better items such as High-speed Area Image barcode scanner, Carts, and Laser Printers.
• Handle calls from customers regarding delivery of equipment.
• Answer calls regarding customer's monthly billing from SGS for Data Management Services.

Confidential

Contracted as a Second-Level Support Help Desk Rep at LexisNexis/Matthew Bender.

• Knowledgeable in answering clients questions regarding legal software such as Collier TopForm Bankruptcy, IDS Immigration Law, LexisNexis CD on Folio 4x, HotDocs Automated Forms Filler, and California Wills Trusts.
• Experienced in rebuilding ACCESS database tables for clients to resolve problems with TopForm.
• Knowledgeable in using PARADOX to rebuild and re-index files for clients having problems with California Wills Trusts software.
• Responded to clients within 2 hours of receiving the trouble ticket from first level support. Remedied their problem within 2 hours of contacting them.
• Responsible for updating and resolving the Webstar Trouble Tickets created by First Level on a timely basis.
• Backup for the production person responsible for converting/updating all the legal publications to the new FOLIO 4X platform.
• Contracted for the TQA Department of Matthew Bender.
• Converted legal publication files from Folio 3.x to Folio 4.x.
• FTP'd the publication to Matthew Bender's Subscription web page.
• QC the web site to make sure the title, index, copyright and content was correct and up to date.

Confidential

• Designated as Team Leader on High Volume Support Desk to handle calls from Clients and their Trading Partners.
• Responsible for Daily updates to Premium Support team Escalated problems to higher tiers of support as needed.
• Responsible for Production Error run for Kmart and Error Tracking of documents for ECSC AI Clients.
• Handled calls from Client's Trading Partners regarding non-receipt of Production data documents.
• Resolved document errors with Trading Partners
• Provided research for Clients to diagnose problems with Trading Partners and their EDI documents.
• Tracked calls and resolution of problems using VANTIVE Client Talk Software.
• Submitted Work Requests to Programmers to make Production Changes to Trading Partners' profile.
• Was Project Manager for Seventh Online, an e-Commerce hub for the fashion industry. Helped with the implementation of Application Integration AI XML software. This allowed sellers to upload a catalog of goods and sellers to see the merchandise and put in their orders.
• Six Sigma Green Belt Certified, Team Leader for project which cut expenses by 11,000 per year.
• Proficient in multiple Production Support and Management procedures

Confidential

• Designated Agency Person for I/T problems training on industry-specific software proficient in the use of MetLife software
• Built up client base through calling on family friends and referrals
• Validated every quarter according to MetLife guidelines for new Account Reps. serviced existing clients that I acquired.

Confidential

• Responded to service calls throughout New York State at various State Agencies and Private Companies
• Performed New Installations, Upgrades, and Roll-outs
• Managed small service center with one employee. Designated tasks for the day, kept track of inventory, and all other supervisory functions
• Troubleshot repaired computers, Local Wide Area Networks, Data Comm equipment, printers, and peripheral equipment.
• Engineered customized total computer network solutions to fit clients' need.
• Developed new client base throughout eastern New York contacted current clients to develop additional business.
• Experienced in New York State Bid procedures and successfully responded to hardware, software, service bids from State agencies and corporations.
• Increased Field Service revenue through service contract sales located supply vendors for service contracts.