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Information Technology Specialist Resume

Wayne, NJ

Profile

Results-orientedInformation Technology Specialistwith a solid background in Problem Analysis, Structured Programming, Database Administration, and Program Maintenance. Demonstrated abilities delivering technical solutions while consistently exceeding client expectations. Effective communicator with excellent interpersonal skills. Bilingual; fluent in English and conversant in German. Technical expertise includes:

Operating Systems :Windows 3.1, 95, 98, 2000, XP, Server 2003, DOS 6.2, Vista
Programming Languages :Assembly, COBOL II, CICS, Microfocus COBOL/CICS, MVS/JCL, C, C++, Java
Databases :Dbase, DB2/SQL, Oracle 8i/9i, Microsoft Access
Software :TSO/ISPF, VSAM, IDCAMS, SYNCSORT, Microsoft Office
Hardware :IBM 3090, MVS/ESA, Cisco, IBM Compatible PCs, Printers, Scanners

Professional Experience

Confidential Wayne, NJ
Site Surveyor3/12

  • Took a survey of employee\'s computers for the IT department.
  • Asked detailed questions about the employee\'s computer needs in performing their jobs.
  • Documented the computer specs.

Confidential Holmdel, NJ
E-Specialist10/07-10/07

  • Help customers install, troubleshoot, configure, and use their phone service with email.
  • Answer all email questions from all appropriate email queues and emailed the customers back with answers.
  • Create trouble tickets to escalate issues to the engineering department for resolution.

Confidential Holmdel, NJ
Forecasting Analyst9/07-10/07

  • Worked with the Forecasting Manager using Blue Pumpkin to determine inbound call volumes for all lines of business.
  • Determined necessary staffing levels for all lines of business so all inbound calls get answered within a designated amount of time.
  • Worked with overseas vendors as well as the Holmdel office to ensure proper staffing for the expected inbound call volume.

Confidential Holmdel, NJ
No Dial Tone Analyst4/07

  • Worked on an executive level project to help determine the root cause of No Dial Tone calls from March, 2007.
  • Compiled and presented data to Vonage\'s upper management to determine if there are any improvements that Vonage can do to its network to lower future inbound technical support calls in addition to improving first call resolution and reducing customer churn.
  • Processed 500 V-Case entries which comprised of 1% of No Dial Tone Calls for the month of March.

Confidential Holmdel, NJ
Technical Support Representative02/06-09/07

  • Help customers install, troubleshoot, configure, and use their phone service.
  • Compile reports for supervisors to determine if issues are actually something other then a localized event.
  • Create trouble tickets to escalate issues to the engineering department for resolution.

Confidential Toms River, NJ
Operations Liaison12/01–06/02

  • Troubleshot technical problems.
  • Handled incoming calls, processed, and verified mortgage information and documents for customers.
  • Streamlined the process of handling customers by implementing web based applications for both Loan Officers at branches and call center agents.
  • Determined the necessary staffing levels of the call center by determining the effects of current company promotions to call volume.
  • Documented procedures on how to manage calls and collated data gathered during mortgage calls to improve agent performance.
  • Documented proper use of company networked resources to process loans for new mortgage loan clients.
  • Managed the transfer of branch back office operations from the local call center to the new call center operations command in the new back office headquarters in Boston, Massachusetts.

Confidential NY / NJ Locations
Project Team Technician2/00-5/00

  • Installed and configured PC desktops and inkjet printers.
  • Configured ATT WorldNet (Version 2.5); installed dial-up connection (Dial IRG).
  • Configured Yardi system, enabling Building Managers to control residential and business processes via Citrix Network; created an icon, allowing for easy access to the Yardi network.
  • Developed a means of accessing a computerized building management system through the desktop.

Confidential Watchung, NJ
Site Surveyor10/99

  • Created site surveys of Allied Signals computer network, mapping network infrastructure, servers, routers, and connections.
  • Confirmed site survey information from Allied Signal staff and throughout the Tri-State area.
  • Compiled in-depth reports for management.

Education

  • Bachelor of Arts Degree in Computer Science
  • Diploma in Computer Programming
  • Credits Towards a Bachelor of Science Degree in Finance/Entrepreneurship

Certifications

  • Student a+/net+/mcdst/mcsa/ccna/Sec+
  • A+ Certified Service Technician #E27DTT2017
  • Network+ Certified Professional #COMP10222973
  • Microsoft Certified Professional MCP ID# 1833462
  • Microsoft Certified Desktop Support Technician

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