Objective

• To obtain a position within an organization where I can utilize my 15+ years of customer support and advanced technological skills, in a challenging position ultimately leading to leadership.

AREAS OF EXPERTISE

• Analytical thinking, decision making and problem - solving skills
• Leadership abilities
• Project management abilities
• Excellent Communication skills
• Working Knowledge of Windows, Macintosh OS X 10.6-10.9.3 , IOS, Android, MS Office Suite, MS Office 365, Mobile Iron Visio, Air Watch
• Virtual remote support software Symantec PCAnywhere, RealVNC, WebEx& Chrome Remote Desktop
• Ticketing systems Zendesk, HP Service Manager, Lan Sweeper, ServiceNow
• Cloud services such as iCloud, Google Drive, One Drive, Dropbox and Salesforce
• Cisco Catalyst Servers, Switches, Routers, Synology Boxes
• Oracle, SQL Navigator, Qlik
• Laserfiche

PROFESSIONAL EXPERIENCE

Technical Solutions Business Analyst

Responsibilities:

• Analyzed the business objective of the stakeholder and developed solutions to their business issues.
• Defined, modified and implemented new processes and procedures which Impacted both my business owners and IT
• Develop Customer ServiceRequest (CSR) and participate in Change Control Board {CCB) processes.
• Managed any change requests related to the working project plans daily to meet the agreed deadlines.
• Analyzed both technical designs and specifications and communicate changes in functionality to business owner.
• Aided stakeholders in developing their business goals and objectives. for projects and Customer ServiceRequest (CSR).
• Consults with vendors and technical staff to ensure that functionality of automated system Is consistent which adherence to law, regulations and best practice standards by users.
• Developed test plans, test cases, and associated test data needed to execute User Acceptance Testing.
• Translated business requirements to System/Functional requirements in preparation for submission to application developers.
• Laserfiche software SME

Business Support Analyst

Confidential

Responsibilities:

• Perform complex administrative duties and statistical, financial, or operational data analysis and reporting in support of management decision making in functional area.
• Identify trends, discrepancies, and variances to improve the efficiency and effectiveness of operations.
• Partner with other departments, divisions, outside agencies, and vendors and address business issues. Exercises various latitudes of independent judgment.
• Administer and /or provide high level support for various projects, grants, contracts, implementation of procedures, and/or any specialized functions.
• Prepare reports using Oracle, SQL Navigator or Qlik software of findings and analysis. Make recommendations to management for operational changes.
• Monitors effectiveness of business operations, assesses quality of service and makes recommendations to improve operations.
• Created and facilitated “A Introduction To ServiceNow “trainings for the department staff.
• Wrote ServiceNow instructional guide article that was add to the knowledgebase.

IT System Administrator

Confidential

Responsibilities:

• Manage and maintain 20+ mixed server environment
• Evaluate, monitor and enhance IT infrastructure with an emphasis on availability, reliability, scalability, security, data confidentiality and system integrity.
• Managed District’s physical and virtual Cisco UCM VMWare based servers.
• Deployed and managed Cisco Meraki Network Firewalls and Switches.
• Managed Active Directory, SCCM, Aided in Group Policy creation and execution.
• Provide technical support remotely and onsite for the entire Coastal Health District which included 8 counties and 500+ staff.
• Built workstations, resolved desktop issues, resolved network services issues, and maintained the Helpdesk for the district.
• Managed Projects and interacted with vendors.
• Interacted with State Officials, District Management, Internal and External Customers.
• Designed, configured, and tests computer hardware, networking software and operating system software
• Provide guidance and assistance to subordinate staff in the diagnosis of difficult hardware problems and the development of solutions
• Diagnoses hardware and software problems, replace defective components
• Train department clients respect to the use of PC hardware, software, database, spreadsheet, word processing, and other personal productivity software
• Participate in the development of training curriculum and class materials
• Administer Cisco Meraki, Bit Defender, and VMware & LanSweeper software.

Business Operations Generalist/Analyst

Confidential

Responsibilities:

• Provide customer and technical support in the use of Automatic Data Processing (ADP) to over 750 state entities, including Board of Education and Library systems
• Build, coordinate and facilitate user acceptance testing (UAT), to evaluate software functionality andaccuracy of annual provider insurance rates.
• Translate customer business requirements into actionable plans that will be analyzed by the development staff to create system modifications
• Create, analyze, and validate detailed and functional specifications.
• Facilitate design sessions with the implementation team to define solutions
• Deliver elements of systems design, including data migration rules, business rules, or other detailed deliverables.
• Assist upper management with development of standards and procedures for the Administrative Solutions Unit
• Facilitate testing of system modifications as outline by upper management and Automatic Data Processing (ADP)
• Assist a team of 9 account representatives with resolution for simple to complex application concerns
• Architect test plans
• Research and analyzing system/user problems

Desktop Engineer

Confidential

Responsibilities:

• Final tier high volume Help Desk / Call Center environment for over 200K+ employees based in 157 countries.
• End user support for migration from Lotus Notes to Google.
• Provide end to end support on user base application like MS Office, Soft Phones, Client VPN, Etc.
• Provide Desktop/Laptop support (Windows /MAC) and Printer support to end-user
• Co-ordinate with vendor for hardware replacement
• Working experience on Active Directory, Group Policy and DFS on End user prospect
• Disk encryption and recovery

System Administrator

Confidential

Responsibilities:

• Responsible for system upgrades, improvements and technical support for the TBIN network for Pinellas, Hillsborough and Pasco counties in the Tampa Bay FL demographic
• Internal IT support for workstations hardware and software issues, Server and system upgrades and maintenance.
• End user support for various mobile devices i.e. iPad, iPhone, Mobile Hotspots.
• Administrate enterprise mobility management with AirWatch 8
• Administrate helpdesk on Zendesk platform.
• Assist with gathering information and building HIC, PIT & and monthly county report’s
• User profile management and creation, Google Business administration.
• Implemented and enforce office IT policies and procedures.
• Onboard/Off board employees or employees and volunteers

Technical Customer Care SME/Team Lead

Confidential

Responsibilities:

• Final level end user technical support in a high-volume Call Center environment, serving approximately 2.5 million videos, high-speed data, home security and automation and voice services subscribers
• Customer service support for all billing inquires, account maintenance & sale for residential customers.
• Assist with the creation of wireless connectivity & networking material for knowledge base articles and training
• Assisted in the supervision of a team of 10+ Member.
• Preformed initial interviews for successful recruitment of new staff.
• Beta tested Net Cracker CRM billing software.
• SME / Facilitator for billing system conversion to CRM based (Net Cracker) system.
• Supported and followed up on internal & external technical post CRM conversion.

General Manager

Confidential

Responsibilities:

• Organize and manage all operations servicing clientele nationwide and internationally
• Co-ordinate all accounting/book keeping and collections
• Managed a team of 15+ employees
• Setup, upgrade, and do overall maintenance for all equipment such as speakers, power amps, mixing boards & Laptops.
• Devised marketing strategies and initiatives
• Enhanced the Confidential name.