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Rgp Consultant Resumne Profile Charlotte, North Carolina

Objective and Qualifications Summary:

Career pursuit is to be affiliated with a professional organization where I can achieve the highest degree of success in a challenging role that allows full utilization for professional and personal growth. I am a Technical Support professional experienced in working in fast paced environments with strong organizational, technical and interpersonal skills. I am trustworthy, ethical, discreet and committed to superior customer service. Confident and poised in interactions with individuals at all levels. Detail-oriented and resourceful in completing projects with a high level of integrity. I have the ability to multi-task effectively. Capabilities include:

  • Customer Service
  • Software/ Hardware Support
  • Problem Solving
  • Training
  • Project Management
  • Inventory / Procurement
  • Technical Coaching
  • Help Desk team lead
  • Cost Reduction Strategies
  • Software Implementation
  • Mobile Peripherals
  • Retail Management
  • Technical Documentation
  • Quality Assurance
  • Point of Sale systems

Employment:

RGP consultant

Confidential

  • Member of the Software Implementation team.
  • Project Liaison to the Help Desk team.
  • Provides training to team consisting of 6 members.
  • Provides extensive training to SMEs on New Releases as they are rolled out.
  • Create procedures and documentation for better support standards.
  • Lead the team on day to day support activities.
  • Drafted User guides for LOB training
  • Work with PMO on Project Plans and implementation of protocols.
  • Created test scripts for UAT testing
  • Executed UAT testing.

Confidential

Exchange/AD Team Software and Support Engineer

  • Supports Orchestria, CAMM, ACA and Dataminder.
  • Adds management groups to GRC contract associates for FNRA audit functions.
  • Daily and hourly monitoring of Mail processing and SQL servers.
  • Monitors the Queues on Orchestria processing servers to ensure there are no backlogs.
  • Moves files in CAMM for processing from one directory to another on several servers ensuring there is no corruption.
  • Runs SQL statements to ensure Mail is migrating.
  • Execution of power shell commands.
  • Creates user accounts in Orchestria similar to creating an AD account .
  • Performs discovery requests in Orchestria for GRC and Legal.
  • Responds promptly to all Orchestria SM9 support tickets.
  • Ad-hoc reporting requests in Orchestria from GRC.
  • Importing PST files supplies by GRC.
  • Wrote technical documents and guides for New Software Implementation.

Confidential

Mobile Engineer/ Project Coordinator

  • Works as a team member on the Mobile Device Management and Mobile Application Management Projects.
  • Has a solid understanding of the enterprise level mobility information platform.
  • Created UAT test scripts for testing Tangoe MDM on Blackberry devices.
  • Participated in Quality Assurance testing of Tangoe MDM application prior to deployment.
  • Participated in regression testing.
  • Created rollout schedule for deployment of MAM Project.
  • Adapted changes to schedule based on project issues.
  • Works with Helpdesk organization on reporting issues during rollout.
  • Provides a recap of project status to Project Manager and team throughout project.
  • Works with vendors on application issues. Acts a lead on resolving complex problems with vendors.
  • Provides technical guidance and direction to other staff for mobility issues.

Confidential

Help Desk and Documentation Specialist

  • Provided tier 1and 2 technical support on all Microsoft applications 2007/2010.
  • Provided support on Hyperion financial software.
  • Supported all hardware and printer issues including Zebra style printers.
  • Supported all network connectivity issues. VPN
  • Created and maintain user accounts in Microsoft's Active Directory environment created accounts, password resets, unlocking accounts
  • Created documentation for Knowledge base intranet site.
  • Supported Mobility devices which included Active Sync and Airwatch
  • Mobile devices include Blackberry, IOS and Android devices.

Confidential

BES Administrator and Senior Technical Support Analyst Contract Position

  • Provided third level support for all Blackberry issues.
  • Managed all user accounts hosted on the Blackberry Enterprise Server. ver 5.0.3 MR6
  • Performed maintenance of all accounts via Blackberry Administrative Services v5.0 sp3
  • Supported all BB / Exchange issues.
  • Worked with Exchange 2007/2010.
  • Supported Microsoft Office 2007 and migration to Office 2010.
  • Created and executed test scripts for server updates and patches when applied.
  • Supported Active Sync.
  • Managed the RSA SecurID mobile application and troubleshoots when necessary.
  • Worked closely with Mobile Carriers and other Vendors.
  • Began working with Good Technologies as a platform for PMD Project.
  • Certified as a Good For Enterprise Technical Engineer.
  • Wrote User Guide Documentation for Personal Mobility Device Project.
  • Created test scripts for Quality Assurance testing of Good Mobile.
  • Supported Blackberry, Android, IOS devices and tablets.
  • Developed Scripts and tested access to the network using Tablets.
  • Tested and supported Active Sync on personal mobile devices.
  • Documentation of all Helpdesk issues using Remedy IT Service Management System.
  • Supported Windows XP and Windows 7 environments.

Confidential

Sr. Technical Support Specialist/ Project Manager

  • Provided1st and 2nd level support on all Microsoft Office applications. Both 2003 and 2007
  • Provided support on RSA mobile application and connectivity issues
  • Installed and Supported Lotus Notes version 7.05, 8.0 and 8.5
  • Created an Inventory control system for all computers and laptops
  • Maintained adequate Inventory of computer peripherals
  • Implemented procedures for requesting inventory.
  • Reviewed and reconciled all purchase orders for month end.
  • Migrated users from one domain to another as part of a Company Migration Project.
  • Worked as a BES administrator creating and maintain blackberry accounts. Server version 4 and 5
  • Rolled out and upgrade Mobile devices for users.
  • Activations were done using Enterprise Activation.
  • Supported all issues related to blackberry synchronization, hardware and usage.
  • Assisted with migration of BES server upgrade to version 5.
  • Worked as a Project Manager on Mobility with a focus on reducing costs for all customers accounts.
  • Created a cost analysis report on usage and compared to purchase plan.
  • Worked with Developers in creating an internal form for processing approvals by employees and managers of monthly charges.
  • Processed accounts payable and expenses in accordance with established policies and procedures.
  • Reduced mobility charges of one mobility vendor by 37 . saving roughly 14,000 a month
  • Developed methods in reducing Department costs.

Confidential

Technical Support Specialist

  • Provided 1st and 2nd level support on all Microsoft Office applications. Both 2003 and 2007
  • Supported Lotus Notes version 7.02, 7.05 8.0
  • Created and maintain user accounts in Microsoft's Active Directory environment created accounts, password resets, unlocking accounts
  • Managed servers using Microsoft Server 2003.
  • Created and maintained accounts on Blackberry Enterprise Server.
  • Managed a project of transferring users from one carrier to another. Scheduled users for transfer of service and new hardware according to their schedule. Decommissioned old mobile devices.
  • Developed methods in reducing Department costs.
  • Performed backups using Symantec Backup Exec.
  • Single point of contact for all vendors. copiers, repair and printer toner
  • Maintained all office equipment which included copiers and faxes.
  • Used LanDesk to deploy software, updates, patches and other executables to existing machines.
  • Provided support on hardware
  • Acted as a Dell Product Liason.
  • Acted as a Tier 2 support for International users.
  • Project management experience included being part of the IT Equipment Procurement committee.

Confidential

Helpdesk / Training / Network Specialist

  • Provided support and training on all Microsoft Office applications. Word, Excel, Outlook, PowerPoint and Publisher.
  • Supported Outlook Web Access.
  • Managed 6 network servers which include Exchange, Citrix Metaframe, SQL and Altiris.
  • Created and maintain user accounts in Microsoft's Active Directory environment created accounts, password resets, unlocking accounts, managing mail file size
  • Setup wireless email accounts on the Blackberry server.
  • Synced accounts to devices using Enterprise Activation.
  • Supported users with their wireless email systems Blackberry .
  • Created, and updated company distribution lists.
  • Assisted users with Public Folder replication issues.
  • Supported email routing issues and delivery failures
  • Single point of contact for all vendors. copiers, repair and printer toner
  • Maintained all office equipment which included copiers and faxes.
  • Maintained Avaya telecom system which included the programming of all new phone extensions and setup of voice mails.
  • Managed the migration to Cisco IP phone system. Programmed and installed phones for new employees.
  • Maintained Veritas Back-up system on all servers.
  • Supported software: Citrix Client and Server, Windows Terminal Server, Adobe Acrobat, Abbey Fine Reader, Hummingbird DM, E-Transcript Viewer, Altiris Deployment Solution, Microsoft Management Console, Symantec Client Security, and other Law-related software.
  • Provided support on all hardware: Cisco routers, Servers Compaq , Laptops, Desktops, Netgear Switches, Canon Projectors, Printers, Copiers and Scanners.
  • Created images for new equipment using Altiris.
  • Used Altiris to deploy software, updates, patches and other executables to existing machines.
  • Implemented procedures for efficiency and accuracy of all helpdesk requests.
  • Implemented numerous motivating projects that included the utilization of Performance Catalyst.

Confidential

Technical Coordinator / Trainer

  • Coached and trained new hire, conversion and promoted processors.
  • Increased Productivity 70 within five months. Maintained and continued increasing productivity after initial five month period.
  • Reports were generated using Cognos.
  • Implemented numerous motivating projects that included the utilization of Performance Catalyst.
  • Maintained the lowest inventory of all peer teams.
  • Participated in the creation, testing and implementation of system enhancements was crucial to their success.
  • Authored and co-authored new process job aids.
  • Project lead on many Quality and Training projects.
  • Worked as SPOC for Policies and Procedures
  • Worked as SPOC for Vantive issues as well as educating processors on trends documented by Systems Analyst.
  • Backup for Command Center calls.
  • Relationships with external matrix partners were established due to my commitment to open dialogue and information sharing.

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