Summary of Qualifications

• More than 10 years in the Information Technology industry bringing a broad vision in Technical Support, System Analysis,Procurement, Budgeting, Billing, and Contract Compliance.
• Computer Skills: BPCS, Sensus Care, Sales Force, Remedy, E-RMA, VPN Client, JavaScript, Heat, JD Edwards, Exploris, Outlook, SAP, Oracle, Lotus Notes, MS Project, SQL Sybase, MS Visio, Windows, Excel, Power Point, Service Now,Crystal Reports, Unix, Certification Access and Database Building, TRAMS Technology University Certification, SEU Web Applications and Development.

Professional Experience

Confidential, NC February 2011- Present
IT Analyst

• Provide Level one application support via phone,web submission or email.
• Build rapport and elicit problem details from service desk customers.
• Monitor all customer support calls in Remedy, return calls from customers, as well as enter new problems or requests into the Remedy database.
• Open Remedy tickets and escalate problems to appropriate groups outside the Service Desk when necessary.
• Record, track, and document the service desk request problem-solving process.
• Evaluate documented resolutions, analyze trends, develop, and improve processes and procedures efficiently.
• Participate in cross team projects in developing and documenting procedures for triage and problem resolution of new applications.

Confidential, Morrisville, NC February 2009- February 2011
RMA Specialist

• Answer all customer telephone, Sensus Care Tickets, and email inquiries regarding all RMA functions.
• Generate RMA from CEM to return defective product.
• Work with QA and engineering regarding RMA functions and special investigations.
• Analyze CEM repair sheets and determine if repair orders are to be charged to warranty or to the customer.
• Maintain Bpcs repair orders as charge or no charge and code accordingly.
• Advise CEM Planner when to confirm repair orders.
• Administer and issue RMA for customers to return products for repair, replacement or credit.
• Setup and maintain all users account for our E-RMA database.

Confidential, Raleigh, NC April 2008- January 2009
IT Help Desk Analyst

• Provides level one POS application and hardware support to internal and external customers via phone, email, and self-serve.
• Install and configure replacement computers software.
• Reset and assign customers Weblink logons.
• Assist with implementation of company wide software upgrades.
• Troubleshoot issues related to HP and Lexmark printers.
• Escalate severe issues following escalation process.

Confidential, Raleigh, NC January 2007- April 2008
DSS Level I Support

• Receive service related phone calls, open Heat tickets, provide level one support and distribute calls to correct individual.
• Receive Telehealth Services and Free to Guest request to order parts, process sales orders and fax purchase order to vendors as required to ship parts.
• Receive, code, track, and process weekly expense and time reports for THS technicians.

Confidential, Arlington, VA January 2005- January 2007
IT Business Analyst

• Identify, analyze and document business requirements and processes.
• Analyze existing applications and processes.
• Collaborate with business and systems partners to identify and document systems and process solutions; prepare detailed specifications.
• Conduct reviews of and maintains project documentation.
• Identify, track and drive issue resolution.

Confidential, Houston, TX (Remote)January 2004- January 2005
Senior Analyst, Purchasing

• Direct purchasing activities related to the acquisition of equipment and signal material and supplies.
• Negotiate or bid system-wide stock contracts according to established policies and procedures. Review, draft and manage contracts associated with purchase activities.
• Serve as initial contact point for all pricing, part numbers, product availability, shipment history, and reporting.
• Establish vendors and serve as primary contact for system- wide contract suppliers and internal customers.
• Interface with customers, sales, and management in developing item specifications, item packaging requirements, pricing and product delivery schedules.
• Document supplier performance in SAP database and disseminate results to suppliers and internal customers. Validate and process customers purchase orders in SAP.
• Re-engineered item pricing, approval of credits, resolution of discrepancies, and general purchase order maintenance activities.

Confidential, Arlington, VA January 1998- January 2004
Customer Service Team Lead (September 2000- January 2004)

• Coordinate the day to day operations of a team of representatives that handle customer service inquiries and problems via the telephone and sometimes email.
• Train employees on call center processes and tools.
• Record customer feedback and compliant information.
• Develop and maintain all training and training materials.
• Recommend to the manager any training or program enhancements.
• Write and update policies and procedures as needed.
• Plan and coordinate Technical Support service activities ensuring proper distribution of assignments and adequate staffing.
• Disseminate marketing materials for new products and services.

Technical Support Specialist II (January 1998- September 2000)

• Respond to and log customer inquiries via the telephone, on-line networks, fax, and e-mail.
• Communicate with development staff regarding bugs, software changes and urgency of customer issues.
• Install VPN client on the customer desktop.
• Troubleshoot cases and maintain documentation for all steps and activities undertaken in order to resolve.
• Prepare for and support new products within technical support area.
• Routinely update the customer on open cases to gain additional information or advise of status.
• Document all technical inquiries and customer-reported problems in the customer tracking database.
• Conduct user satisfaction surveys, and provide recommendations on process refinements to the Development Team.
• Develop strategic plans to gain expertise and exposure to more advanced product issues.

Bachelor of Science, Marketing