SUMMARY:

A seasoned information technology and business professional with over fifteen years work experience, which consists of diverse technical skills and analysis, professional customer service and project management.

PROFESSIONAL EXPERTISE:

KEY SKILLS:

• Applications: Platforms/Operating Systems:
• Veeva CRM/iRep/Salesforce.com - Windows 2000/2003/XP/7/8
• Mobile Iron
• Siebel CRM
• Hardware:
• iPad Applications
• IMS Health OneData - iPad/iPod/Android/Blackberry
• VPN/Mobile Support - Routers/Modems/Printers
• US Change Management - Mobile Data Cards
• Microsoft Exchange/Active Directory/SCCM - IBM xSeries, RISC 6000, pSeries, BladeCenter and Sun
• Microsoft Office 2003/2007/2010
• Learning One Source/Learning Management System
• Network:
• GOOD for Enterprise
• ManageNow Problem and Change Management - TCP/IP/DNS/DHCP
• Lotus Notes

EMPLOYMENT HISTORY:

Confidential

Senior Help Desk Analyst

• Responsible for support of the North America Sales Force VetMedica Helpdesks, which consisted of 4,000 sales representatives.
• Provided hardware and software support, including escalations for high impact issues and/or high profile users.
• Application and account administration on multiple systems, including Veeva/iRep, Mobile Iron, Salesforce.com, IMS Health OneData, AXIS Clearview, Data Governance, Cisco VPN, Entrust/RSA/ACE, NetInstall, Blackberry Enterprise Server, CRM/Siebel/SFX, Mobile Iron, Active Directory, Microsoft Exchange, Learning Management System/Learning One Source, BYOD/GOOD for Enterprise and Concur.
• Submission of new Knowledge Base articles and suggestions for improvement on current entries.
• Requested to travel to high-level manager meetings to provide hardware and software support.

Confidential

Help Desk Analyst

• Responsible for the technical support of Starwood Hotel and Resort chain, consisting of over 900 properties, which included the support of all hotel applications, infrastructure, network, LAN/WAN, server, software, hardware, workstations, Critical Situation Hotline, email and VPN/Blackberry Enterprise Server administration.
• Promoted to backup support for Email and VPN Administration Team in April 2007 and promoted to Primary VPN Administrator in June 2007. Also, responsible for handling and processing tickets transferred to second level Service Desk queue.
• Responsible for answering the Critical Situation Hotline and initiating and handling critical situation conference calls for high business impact/revenue impacting issues affecting multiple users and/or multiple property locations.

Confidential

Job Coach/Direct Support Professional/Mobile Support

• Administered and supported the Work Readiness Program and the Work Initiative Program, which provides vocational and social development for special education high school students.
• Processed initial and weekly individual vocational and social development reports.
• Responsible for the care, safety and development of individuals with disabilities.
• Completed multiple courses, including Medicine Distribution, CPR and Driver Van Certification.

Confidential

Executive Administrative Assistant

• Primary support for hospital Medical Director as well as backup support of CEO/President and several VP's/executives.
• Generated, updated and prepared reports/presentations/patient charts for review, meetings etc.
• Handled and processed heavy call volume into Administration department.
• Setup conferences, meetings and appointments.
• Clerical duties including data entry, filing, copying, typing, etc.

Confidential

ODCS Unix Jr. System Administrator

• Responsible for daily installation and maintenance of supported servers and their associated licensed software products.
• Demonstrated aptitude and proficiency in all related technological skills.
• Exposure to planning and execution of ODCS scheduled changes, included written change installation procedures.
• Assumed primary responsibility for several items in the team skills matrix. Addressed and resolved problems in a timely and proactive manner. Provided insight and feedback to all leadership positions regarding current support issues.
• Exposure to writing shell scripts to automate support processes for maximum efficiency.
• Participated in team hot pager rotation to ensure 24x7 support coverage for critical accounts, included weekend and off-shift work required on a regular basis.

Confidential

Jr. System Administrator

• Supported e-announce project via web accessible database containing IBM worldwide offerings and related information used both by internal and external IBM customers.
• Administered and supported AIX, HTTP Server, WebSphere, Java and DB2 on e-announce production and test systems.
• Processed ID setup work and ID/workgroup requests for ID databases for multiple systems on e-announce application.
• Supported BMWB/Microsoft Project in support of IPD Releases.
• Weekend on-call coverage, which included maintaining/verifying production systems availability and applications running appropriately. Handled high severity and/or mass impact issues and customer pages.
• Distributed and processed Sev1s/CRs/PRs/CMEPs and executive alerts for high severity issues included mass impact/production problems and notifying all appropriate levels of management personnel.
• Administered and supported various Lotus Notes databases which included three versions of ID databases and Autoid in order to keep in sync with their respective systems. Reported problems on databases/Autoid to all appropriate personnel.

Confidential

Primary Status Coordinator/Help Desk Analyst

• Notification and coordination of high severity and/or mass impact issues to several levels of management, personnel and customer sets. Included Sev1's/CRs/PRs, executive alerts, white board and broadcast notifications.
• Promoted to Field Services Manager and compiled statistics for daily/weekly/monthly report for management review. Provided backup to both Customer Service Center Managers.
• Contacted support team leads and/or LAN Operations regarding high severity issues for confirmation/assignment/resolution.
• Coordinated with Customer Service Center consultants on Sev1 ticket submissions for accuracy, required information etc.
• Ownership of escalation procedure for high severity issues for assignment/resolution.
• Monitored/maintained queue for Sev1/web submissions.
• Implemented training course for new status representatives.
• Support and problem determination for various technical issues included workstations, laptops, hardware and software, network and local printers, dialer applications MTS Tunnel applications, IGN Dialer and Time Warner/Roadrunner. Networking issues included: TCP/IP, LAN, WAN, DHCP, NetBIOS. Operating systems included Windows NT, Windows 2000/98/95/3.1, OS/2, DOS etc.
• Support and problem determination for multiple applications/processes, included Lotus Notes, Lotus SmartSuite, Microsoft Office, OV/VM, PROFS, Internet Explorer/Netscape, etc.
• Problem determination for various customer accounts included e-announce, AIX, MQSeries, DB2, SAP, Watson, ShopIBM, Lanids, etc. as well as coordinating with other Customer Service Centers Boulder/Raleigh/Atlanta/Portsmouth, UK etc. .
• Determined, confirmed and assigned problems to specific teams for extended support.
• Chosen as backup support for Campbell's Helpdesk commercial account out of a group of 60 analysts.