SKILLS

• Voice: Nortel, Octel, Avaya, Definity, Audix, Symposium, Cisco, Call Centers, DID, DNIS
• Networking: Security Firewalls Ethernet, Hub, Switches, Routers TCP/IPRAS Server
• General: Handle major operative systems windows 2000, XP, Vista, 7, Linux, Windows NT MAC OS, Microsoft Office 2000, 2003, 2007 and 2010 , Microsoft Exchange Server 2007, BMC Magic, Kintana, Clarify, BMC RemedyForce and SalesForce Ticketing Systems , Active Directory, Mobile devices iphone, blackberries, droids BES, ActiveSynch etc. , MDM tools Airwatch expert .

EXPERIENCE

Confidential

Helpdesk Manager

Responsibilities:

• Manage, Maintain, Support and Standardize procedures to validate metrics, discern improvements, manage goals and most importantly, to provide continuous insight about performance and specific activities on a team of 12 direct reports.
• Define and publish SLA's aligned to the business needs across the IT Organization and Stake holders.
• Outline resources task/activities support/scope according to existing team skill sets.
• Create Initial Service Metrics KPI's Baseline Creation and creation of Service Improvement Plan SIP .
• SOPs and Workflows. Enhance team call resolution on the first attempt FCR . Reduce time to resolution TTR and increase customer satisfaction.
• Monitor team performance and ensure their daily tasks goals and objectives are aligned to the company Vision and to our processes.
• Verify all support and incident related issues are properly tracked and documented using BMC Service Desk Express to accurately report metrics to our higher management team.
• Manage the procurement and selection of vendors with the necessary qualifications to match company standards in order to coordinate the design, implementation, and support of new Alexion's facilities globally
• Discovery and Research of new technology. Test, configure and implement new technology solutions for the company. Included but not limited to Mobile devices, Tablets, network equipment, etc.
• Asset Management. Coordinate, control and report of new assets. Track equipment and have accurate information of the status on each computer.

Confidential

Executive Support Analyst

Responsibilities:

• Single point of contact for Executives, providing with exceptional level of support, prompt response to all their needs on a very professional manner.
• Support network and security for offsite executive meetings on a global basis as well as National Sales Meetings.
• Support the upgrade and maintenance of the Avaya telephone system on a global basis. System upgrade will include Master PBX, Remote LSP's, Modular Messaging, Nuance Speech Attendant and CMS
• Support the organization upgrade of all client computers to Microsoft Windows 7 and Office 2010. Project included design, project management, and deployment of Microsoft technologies to support initiative.
• Discovery and Research of new technology. Test, configure and implement new technology solutions for the company. Included but not limited to iPads, HP Slates, etc.

Environment: Win 7, Office 2010, ASA, CallSweet, CMS, Tandberg, MS Exchange 2007, iOS devices, BES, etc.

Confidential

Nortel Specialist

Responsibilities:

• Telecom Nortel Specialist on site.
• Management of the voice system: Administration and improvements for NOTEL PBX, Octel Messaging System and Symposium Call Center Server. Moves, additions and changes .
• Trunk Port Monitoring
• Support on HP Video Conferencing
• Remote support and hands on of other phone systems with AVAYA, Audix, Definiry, and Cisco
• Providing excellent Customer Service supporting more than 600 users.
• Handling process improvements and small/medium internal projects like system upgrades, patches, software releases, personnel move-relocation, and Server administration.
• Backend system support, from cabling and structural configuration of the Nortel and Avaya PBX.
• Support both Digital and VoIP phone infrastructure
• Managing ACD and IVR service groups though the Symposium server for Call Center parties.

Environment: ASA Avaya Site Administration , Procomm Plus Terminal, PBX Terminal, Avaya Modular Messaging web tool, Kintana IT Governance Center, Avaya Trunks and Cards, Symposium Call Server.

Confidential

Senior End User Computer Specialist Lead

Responsibilities:

• Desktop Support Leader for a user community of almost 4,000 employees- Level 2 on site Corporate
• Supporting generic applications and new incoming technology devices
• Utilized Clarify ticketing system
• Participate in the development of small internal Processes Improvements like, moves, migrations, massive upgrades, and equipment disposal.
• Doing outsourcing to get more qualified people to the team.
• Coordinate a team of 3 persons while consolidating the project documentation and process improvements for quality purposes, CMM, CMMI, SAS, etc. .
• Develop/update DRP, BCP and FMEA to define, test and improve the Disaster Recovery Plans and Contingency plans for the company.
• Develop/update SOPs to create a knowledge database for common issues and workarounds.
• Manage and tracking of KPIs
• Follow and track SLAs to align the team to the level of support that the business requested.

Environment: Safeboot, Ghost, Windows XP, CA Unicenter delivery , Kintana Mercury Governance , Compass, Asset Management Intelligence, Clarify Ticketing System , Outlook, Office 2003 - 2007, Macromedia, BlackBerry, Windows Mobile, etc.

Confidential

Desktop Support Engineer

Responsibilities:

• Desktop Support Level 2 on site VFS Business
• SLA's Accomplishment
• Maintenance of an inventory
• Supporting specific applications and new incoming technology devices
• Participate in the development of small internal Processes Improvements like, moves, migrations, massive upgrades, and equipment disposal.

Environment: SAV 9, PC Anywhere, Windows XP, Windows 2000, Commercial Finance Applications, Blackberries and Smart Phones, Clarify, Office, Nortel Networks VPN , wireless applications.

Confidential

Desktop Support Engineer

Responsibilities:

• Desktop Support Level 2 helping remote and on site users CEF, CFHQ and VFS Business
• Selected to travel to GEVFS Danbury for 15 Days onsite Desktop Support, acquiring knowledge of site and technical environment.
• Selected to travel to GEVFS Rochester for 10 days for Desktop support

Environment: Microsoft IE, Windows 2000 and XP applications, SAV9, Telecommunications IP Phones , Commercial Finance Applications, Clarify and other diverse Microsoft softwares like project, access, excel

Confidential

Systems Analyst

Responsibilities:

• Designing and developing system applications for various clients.
• Coding
• Testing
• Implementation
• Migrations from standard systems to web based systems.

Environment: Windows 2000 and Windows 2000 Server, ASP. Net, C , JAVA, SQL Server, Windows XP, Visual Studio, and Informatics.

Confidential

Web Develop Designer

Responsibilities:

• Designing web sites
• Coding and maintenance.
• Migrating Old systems to newer versions
• Implementing tools and facilities for the client through web development.
• Testing and monitoring.

Environment: Windows 2000, Windows XP, ASP, C , Microsoft IE, IIS, SQL Server, Access database.