Desktop Sales Support Specialist

Technical Skills

• Microsoft Windows 2000/XP/7 Microsoft Outlook 2000/2003 Microsoft Office 2000/2003/2007/2010
• Microsoft Active Directory Admin Microsoft Access 2000 Dell, Compaq, Gateway desktop PC's
• Salesforce.com Administrator Live Meeting/WebEx Channeltivity Administrator
• Remedy, Clarify, Siebel, Oracle Pragmatech Proposal Automation RFP Express
• Remote Access/VPN/VMWare Network connectivity issues Project Management experience

Non-Technical Skills

• Professional Demeanor Organized Adaptable to new technologies
• Strong customer service focus Ability to handle process and procedure dynamics
• Multitasking, multitasking Puts new knowledge or skill to practical use on the job
• Applies company policies and procedures when completing assigned tasks
• Experience with training users on how to use software

Experience

Confidential

Technical Support Representative

• Responsible for customer service, troubleshooting, and assisting others with technical solutions as they relate to Energy Incorporated home energy monitoring device on the telephone.
• Providing customer/technical support for complex products remotely without supervision.
• Aspect Software, Worlds leading provider of contact center solutions
• June 2007 Present

Inside Sales Support/Information Technology Salesforce.com Admin

• Project Manager for the migration of Sales to Windows 7 and Office 2010. Test each Sales
• application to confirm they will work flawlessly within Sales Worldwide Organization
• Salesforce CRM Administrator create accounts/new users/change roles adding campaigns
• create business reports create channel partners cleaning up duplicate leads/email contacts
• Oversee system application and database integrity
• Investigate and provide license maintenance building and maintaining customer relations
• Ability to interact diplomatically with Corporate and legal contacts
• General knowledge of software contracting including the ability to read and interpret basic contract
• language
• Create, update and query license database in order to provide an accessible central
• location for license data using Microsoft Access
• Ability to maintain calm and poise in situations that may be stressful and demanding.
• Proven strong analytical skills, data organization, compilation and reporting ability
• Demonstrate skills in use of typical business software: MS Access, Word Processing, spreadsheets.
• Solid understanding of Remote Computing technologies including dial-up networking, VPN,

Senior End User Information Technology Desktop Technician

Confidential

• Responded to requests/trouble tickets and supports both internal and external users on various
• desktop /laptop system issues. Assessed assigned severity levels and prioritize work accordingly.
• Experience with TCP/IP, WINS and DHCP supports mobile workforce
• Analyze business processes to determine appropriate technical or non-technical solutions.
• Built, repaired, configured new/existing laptops and desktops for all our internal and remote users.
• Break/fix work on laptop and desktop computers.
• Excellent troubleshooting skills with the ability to communicate both verbally and in writing.
• Consistently delivered the highest level of technical support and customer satisfaction
• Recommended new technologies/solutions to enhance service provided to customer base.
• Documents problems with their resolutions
• Expert in cleaning spyware, malware, and internet parasites

Confidential

Help Desk Analyst/Desktop Administrator

• Managed and organized Company-wide inventory Desktop software installation and
• support Desktop moves and installations.
• MS Outlook 98/ MS Office installation, configuration and support
• Acquired hands-on, working knowledge and support of Windows 2000/ Windows NT/98
• Provided Windows NT 4/Win95/98 Lotus Notes V4.X admin support for internal/remote users.
• Proficiency in documenting and troubleshooting customer problems over the telephone and via
• e-mail with every effort to keep customers productive during the call resolution process.
• Provided 2-3 solutions for each problem before going to the next level of support.

Confidential

Help Desk Analyst / Technical Support Analyst

• Provided hardware, Mutual Fund application software, and network problem solutions
• over the telephone for LAN/WAN local and remote users
• Maintained telecommunications in a mobile environment for Field Office users
• Was front-line level one support for all Microsoft Windows NT Workstation users
• Created documentation for resolved issues using Microsoft Access V2
• Worked second shift performing first-level fault isolation /technical phone software/hardware
• support for internal/sales force personnel through the United States. Installed and maintained
• database system Lotus Notes , Microsoft mail accounts as well as custom software packages.

Confidential

Systems Manager

• Provided software/hardware support on the OpenVMS, AlphaVMS and Digital Unix platforms.
• Provided desktop software, hardware and network end-user support for in-house PC's running
• Microsoft Windows 3.X and Windows 95/98
• Acquired complete understanding of the operating systems, hardware and all interfaces involved
• in a hospital environment.
• Was the interface between hardware vendors, management and hospital staff members
• Performed software installs and upgrades system builds setting up E-Mail accounts setting up
• system and file security on OpenVMS and on Digital Unix systems.

Confidential

Technical Support Rep.

• Provided technical pre/post-sales support for all Raxco US customers including all internal sales
• Personnel on our Helpdesk and Insite Inventory Management software kits.
• Assisted customers through product evaluations, including product installs, implementations,
• Customizations and reporting.
• Installed and supported CC:Mail V8
• First-hand experience in troubleshooting PC network TCP/IP protocol issues
• Extensive telephone support emphasizing customer happiness and satisfaction
• Moderate travel to customer sites Trade Show setups, demonstrations and presentations.

Confidential

Systems Specialist

• Planned, coordinated and implemented business and technical processes and procedures.
• Monitored disk/storage resources account usage, moves and maintenance
• Coordinated office/hardware moves
• Displayed comprehensive knowledge in MS Dos, MS Windows 3.X, and IRQ management

Confidential

Operations Analyst

• Managed maintained, and supported the ALL-IN-1 Mail system utilized by Corporate Personnel
• Performed VAX/VMS System Cluster Management
• Analyzed current system purpose, performance and problems
• Understood user's business needs by scheduling and conducting user interviews performing
• analysis of their requests. Created, collected and publicized system performance metrics.
• Scheduled and managed software installs and upgrades to software suite of products