| Summary |
| Solutions-focused professional with experience providing rapid and client-focused technical support for global infrastructures. Adept at articulating complex technical concepts to users of varying technical understanding. Well versed in a variety of common operating systems, applications, and hardware with proven ability to master new tools and technologies quickly. |
| Technicial Skills |
- CICS/ISPF/Mainframe, Windows XP/7/8.1/server2008, Mac OS, Android, SAP, Active Directory, Citrix
- Cisco VoIP, Oracle, ADB2, SQL, Relational Databases, QWS3270, AS400, Visual Basic, HTML JCL Coding
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| Employment History |
| Confidenital |
- Serve as subject matter expert / remote job entry lead analyst for batch processing.
- Prepare and review operational reports and schedules to ensure accuracy and efficiency.
- Develop computer information resources, providing for data security and control, strategic computing, and disaster recovery.
- Develop training materials and procedures, or train users in the proper use of hardware or software.
- Meet with client department heads, managers, and supervisors to solicit cooperation and resolve problems.
- Review and analyze computer printouts and performance indicators to locate code problems, and correct errors
- Confer with clients regarding the nature of the information processing or computation needs a computer program is to address.
- Direct daily operations of department, analyzing workflow, establishing priorities, developing standards and setting deadlines.
- Analyze information processing or computation needs and plan and design computer systems, using techniques such as structured analysis, data modeling and information engineering.
- Analyze internal processes and recommend and implement procedural or policy changes to improve operations, such as supply changes or the disposal of records.
- Test, maintain, and monitor computer programs and systems, including coordinating the installation of computer programs and systems.
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| Support Technician |
| Confidenital - Working with Stefanini Tech Team providing technical support for enterprise corporate clients.
- Troubleshoot hardware, software, network and Mainframe related issues.
- Testing of networks and bridges for functionality. Assist with defining and documenting knowledge base articles.
- Provide technical support and ensure proper maintenance of workstations, printers, and peripherals.
- Answer incoming calls, process all email requests received, and log all customer questions and issues accurately and efficiently into ticketing system.
- Advanced experience of maintaining Windows Active Directory.
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| Service Manager: |
- Confidenital Responsible for Front End and Back of House Operations.
- Plan and direct staffing, training, and performance evaluations to develop and control sales and service programs.
- Monitor customer preferences to determine focus of sales efforts.
- Advise dealers and distributors on policies and operating procedures to ensure functional effectiveness of business.
- Direct, coordinate, and review activities in sales and service accounting and record keeping, and in receiving and shipping operations.
- Assess marketing potential of new and existing store locations, considering statistics and expenditures.
- Confer or consult with department heads to plan advertising services and to secure information on equipment and customer specifications.
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