OBJECTIVE

To obtain a challenging position in the Information Technology field with the possibility of career advancement.

Qualifications

Solutions-focused, team oriented Help Desk Technician with broad-based experience and hands-on skill in the successful implementation of highly effective helpdesk operations and the cost-effective management of innovative customer and technical support strategies. Ability to successfully analyze an organization's critical support requirements, identify deficiencies and potential opportunities, and develop innovative solutions for increasing reliability and improving productivity. A broad understanding of computer hardware and software, including installation, configuration, management, troubleshooting, and support.

TECHNICAL SKILLS

Microsoft Office products, Windows XP, Windows Server 2003, Windows Server 2008, Outlook Web Access, Exchange 03/07, Active Directory, BlackBerry Enterprise BES , VPN, Networking, Juniper and Cisco Routers, HP printers, Dell and HP workstation troubleshooting, security policies, DNS, Firewalls and Antivirus

PROFESSIONAL EMPLOYMENT HISTORY

Confidential

• related to the sales cycle and onboarding process
• Responsibilities as Partner Setup Specialist:
• Serving as the primary contact between CommerceHub and supplier partners for all issues
• Facilitating supplier setup, configuration, testing, and training
• Managing and updating supplier onboarding tickets in a timely manner
• Serving as the point of contact for specific retailersand runningretailer calls
• Discussing and explaining technical specifications to partners
• Addressingpartner questions about,and providing training forthe OrderStream product
• Managing multiple retailer onboarding pipelines, ensuring that all pending connections are ontrack
• Developing indepth knowledge of:
• Responsibilities as Vendor Support/Customer Support Representative:
• OrderStream technical specifications
• Thedropship process, and all OrderStreamsupported retailers' business
• Technologies required to connect to OrderStream
• The OrderStream product
• The CommerceHub network, its solutions, and its customer needs
• Troubleshoot sent/received EDI, delimited and XML files for vendors connected to CommerceHub
• Instruct vendors on how to utilize the CommerceHub system to process orders, manage inventory, create custom searches and set user access
• Assist vendors to understand the multiple connection types within CommerceHub browser, AS2, FTP, and VAN connections
• Trained new employees on how to utilize the CommerceHub system and service vendor day-to-day needs
• Perform UPS Worldship lead technical support, which includes mapping and troubleshooting failed confirm files
• Assisted in level 2 support when needed, particularly communicating with other departments to troubleshoot failing files or connectivity issues
• Distribute emails from main inbox to customer support representatives

Server Administrator

Confidential

• Coordinate hardware and software installations and upgrades to ensure work is performed in accordance with company policy.
• Migrated user and company data from existing Windows 2003 servers to new Windows 2008 servers.
• Performed user account creation, deletion, and configuration.
• Supervised backup and disaster recovery operations.
• Performed occasional remote support.

Help Desk Tech/Systems Engineer

Confidential

• Responsible for client retention.
• Provide customer support and management of expectations.
• Schedule technical staff for field service and deployment.
• Provide client and technical staff information for successful transition.
• Coordinate with internet service providers for bandwidth upgrades and relocations.
• Work closely with the technical resources and document procedures.
• Provided support for Microsoft Office products.
• Provided support for Blackberry and other smart phones.
• Contracted by Weston Capital for a 6month contract as the main IT technician. Provided support for all of the companies software, phones, computers, printers, and servers.

Help Desk Tech/Technical Support

Confidential

• Responsible for client retention.
• Provide customer support and management of expectations.
• Schedule technical staff for field service and deployment.
• Provide client and technical staff information for successful transition.
• Coordinate with internet service providers for bandwidth upgrades and relocations.
• Work closely with the technical resources and document procedures.
• Provided support for Microsoft Office products.
• Provided support for Blackberry and other smart phones.

Summer Intern

Confidential

• Distribution of mail and reports to 55 executive offices.
• Provided assistance administrative assistants in the FID group.
• Organize on-line expense reports.
• Created a client contact database in Excel for portfolio managers.
• Responsible for office supply orders.

Squad Technician

Confidential

• Provided student and teacher computer repair, database and help-desk operations assistance.
• Conducted weekly routine maintenance. Cleaned computers, conducted virus scans, maintained printers, modems, and other computer accessories as well as defragmented hard drives.
• Logged data, created queries and generated data reports.
• Delegated computer tasks as Team Leader and supervised team members