OBJECTIVE:

A challenging and responsible position that will utilize my talents and abilities as well as offer the opportunity for personal and professional growth to further my knowledge in technology and advance my career

SUMMARY:

• Ability to work cooperatively or independently
• Perform computer technical support and documentation with CRM Systems in a call center environment
• Proficient in using the Microsoft Office Suites
• Proficiency in using and configuring Microsoft Windows 95, 98, ME, 2000, XP, Vista, Windows 7, 8, 10 & Windows Server 2008 R2 - 2012 R2
• Expert in using, understanding and troubleshooting Windows XP, Windows 7 and moderate knowledge using, configuring, and troubleshooting Windows 8, 10, Server 2003, 2008, 2008 R2, & 2012
• Installing and configuring Microsoft SQL Server 2008 R2 - 2012 for Network Access to Specific Databases and using queries and scripts in MS SQL Server/backing up databases and restoring them in MS SQL Server
• Proficient in Installing, Patching, & Troubleshooting Oracle's Enterprise Performance Management System
• Knowledge of computer concepts
• Experienced in using, configuring, and troubleshooting MAC OS and IOS
• Advanced experience in using, configuring, and troubleshooting Microsoft Office 2010 - Office 36 5
• Experienced in using, configuring, and troubleshooting Google's Android Mobile Operating System and using Google Apps Over the Web
• Expert in using WebEx, Team Viewer, GoToAssist, LogMeIn Rescue, & other Troubleshooting Tools
• Expert in using phone conference systems
• Experienced in using, configuring and, troubleshooting printers and scanners
• Experienced in using, configuring, and troubleshooting the Citrix License Server for Citrix XenApp, XenServer, and Access Gateway
• Experienced in licensing Citrix Netscaler
• Experienced in licensing Citrix Repeater
• Experienced in Ghosting with Norton 2002

PROFESSIONAL EXPERIENCE:

Confidential, Plantation, FL

Support Analyst

Responsibilities:

• Taking support calls from customers on issues with the Confidential cloud software
• Contacting customers from cases that are sent in from the web portal, and Confidential support email address
• Documenting and updating cases in the Saleforce.com CRM System for tracking purposes
• Answering configuration questions from customers
• Troubleshooting web browsers (Internet Explorer 11, Google Chrome, & Mozilla FireFox) to show the correct information from the Confidential software
• Creating account shells for new customer so Project Managers and Business Analysts can start working on working with the customer for implementation
• Troubleshooting & reproducing defects in the Confidential system and sending them to Level 2 to send to the Development Team to fix the coding
• Troubleshooting, providing navigation assistance to customers, and reproducing defects for the Confidential mobile app for Android and iOS operating systems for Level 2 to send to the Development Team for code fixes
• Troubleshooting Forms, Processes, The Document Module, file uploads, & reports in the Confidential Software
• Assisting bidders in accessing private and public bids
• Sending password resets to customers to access their accounts
• Working in a team environment to fix issues and configuration questions for customers
• Working with other departments to solve issues for customers
• Starting and completing projects and assignments assigned by management and supervisors

Confidential, Troy, MI & Cooper City, FL

Infrastructure Consultant

Responsibilities:

• Building the Oracle Enterprise Management System(EPM) In a Microsoft Windows Server 2008 R2 - 2012 R2 Environment over multiple servers (Physical and Virtual) using Microsoft SQL 2008 - 201 2 Server as a Database host for the products used with the EPM System in three environments (Development, Quality Assurance, and Production)
• Configuring Oracle Weblogic Server to commutate and work with the EPM System
• Configuring Windows Server 2008 R2 - 2012 R2 and Microsoft SQL Server using security policies and regedit to work with the EPM System for the prerequisites for installation
• Creating Databases in Microsoft SQL Server 2008 - 201 2 to communicate with the products installed in the EPM System and running SQL Scripts to update/fix tables in the Databases
• Troubleshooting SQL Server Database issues, communication issues (network issues), and errors that may cause issues with the EPM System and the products installed
• Configuring Internet Explorer 9-11 to work and show Workspace correctly for end users and development teams
• Configuring Firefox to work and show Workspace correctly for end users and development teams
• Restoring and upgrading SQL Databases for new releases and upgrading for the EPM System
• Setting up security in the EPM System Shared Services for provisioning end users and development teams to access certain products within the EPM System
• Patching the EPM System using opatch to upgrade the EPM System for fixes and enhancements to the EPM System
• Using The Life Cycle Management Tool to migrate Metadata and Data from the Development Environment, to the Quality Assurance Environment, then to the Production Environment after testing functionality
• Creating Activity Reports and Installation Documentation (Word, PDF, and Visio Diagrams) for the clients who I was working on the EPM System onsite in client offices & remotely assigned by Jeff Henkel per the SOW client to client
• Working with Oracle Support on advanced troubleshooting for EPM System on issues and identifying bugs for fixes with the EPM System for System Release, & Patch updates
• Troubleshooting other consultant's laptops and equipment with any issues that may come up
• Helping other consultants setting up and access VPN Systems to access clients networks
• Starting and completing projects assigned by management and supervisors

Confidential, Weston, FL

Technical Support Rep.

Responsibilities:

• Taking support calls in a call center environment, documenting all calls in a CRM software, creating tickets for a variety of issues with the software to enhancement requests for the My Vision Express software /remoting into customer's systems using LogMeIn Rescue and Team Viewer for advanced troubleshooting
• Troubleshooting network issues over workgroups and domains
• Troubleshooting printing locally and through the network and sharing to work with the My Vision Express software and reconfiguring software for clients for all Microsoft Windows Operating Systems
• Troubleshooting scanning issues to work with the My Vision Express software
• Starting and completing projects assigned by management and supervisors
• Installing, configuring, and installing the My Vision Express software on Windows XP - Windows 8
• Installing Windows updates so the My Vision Express Software will work correctly with Windows XP - Windows 8 as well as Windows Server 2008 R2 - Windows Server 2012
• Upgrading/downgrading customers to the build of My Vision Express software they request
• Installing, configuring, backing up, and restoring Databases for Microsoft SQL Server 2008 R2 Express, 2012 Express - Microsoft SQL Server 2012 Standard Cal/Server - 2012 Enterprise Edition Server/Cal/Installing SQL licenses
• Supporting customers on the My Vision Express software for inventory, set up and configuration/ answering general questions
• Calling back/emailing customers who opened a support ticket for issues or general questions on the MyVisionExpress.com website

Confidential, Ft. Lauderdale, FL

Account Cleansing Lead Analyst/Senior Cust. Service Rep.

Responsibilities:

• Creating Template Spreadsheets for inventory or Customer Products
• Adjusting Database entries to fix Customer Account issues
• Maintaining communication with legal and technical contacts within Customer Companies
• Designing specific programs for individual Customer for the Account Cleaning projects
• Interfacing with other departments to resolve issues with specific Customer Accounts
• Maintaining the Platinum Email Inbox/Answering emails from Platinum Partners
• Setting up/configuring and troubleshooting other agents permissions for Citrix configurations as well as providing Desktop support
• Answering Platinum Partner phone calls and questions/Answering Customer phone calls and handling advanced licensing issues
• Training and assisting other agents on advanced licensing issues as well as Database issues
• Working the Database Maintenance queue for customer accounts (Name Changes, Duplicate Mergers Asset Consolidations, Contract Restriction Issues)
• Complete assigned tasks by management such as escalations and special projects
• Covering other phone queues in cases of meetings and emergencies
• Keeping current on new Citrix products and procedures and certifications

Confidential, Ft. Lauderdale, FL

Senior Help Desk Specialist

Responsibilities:

• Troubleshooting network issues over workgroups/using pc anywhere to dial into sites via modem or TCP/IP connections for advanced troubleshooting
• Troubleshooting files and reconfiguring software for clients for all Microsoft Windows Operating Systems
• Helping managers, servers, and other technicians with questions about the system in a call center environment/documenting all calls received
• Starting and completing projects assigned by management
• Dispatching hardware technicians for unsolvable hardware issues
• Creating and posting invoices/collecting bills from clients

Confidential, Coral Springs, FL

Tech Support Level 1

Responsibilities:

• Training realtors on how to use the software to make visual tours and how to use online features over the phone
• Support technical issues and finding resolutions to those problems in a call center
• Calling customers to remind them of their trainings and customer service and support, as well as calling the customers on time for their trainings and rescheduling them and documenting each call on specifics on what was done and the resolution
• Helping other techs on problems that could not be resolved