| Experience | ASSISTANT TEAM LEAD Confidential - Monitor Helpdesk Queue
- Respond to tickets regarding Bamboo Product Licensing
- Answer phone calls to the Support Department
- Troubleshoot top tier support issues, conduct root cause analysis
- Document procedures in Ticket tracking application
- Help customers realize the value of their SharePoint investment
- Support evaluation phase
- Review new technologies
- Excellent customer service approach with people at all levels within the customer environment
- Excellent verbal and written communication skills
- Excellent administrative skills: organized, efficient, and versatile
- Familiar with Microsoft Office Suite
- Ability to work effectively as a team member
- Strong knowledge of SharePoint Server MOSS 2007 / WSS 3.0 - SP 2010
- IIS
- SQL Server
- Active Directory, DNS
- Storage Technologies
- Web Services and .NET framework
- Windows Server
- Excellent troubleshooting skills
- Ability to learn new technologies and skills
DATA SECURITY ADMINISTRATOR Confidential - Works to resolve technical problems in a call center/help desk environment
- Uses expertise in customer service and technical knowledge gained from prior programming experience to resolve issues surrounding installation, usage, and training on software and/or hardware products
- Knowledge in creating access accounts onto the company network
- Experience with Microsoft Exchange and the Novell Database
- Experience in managing user and system rights and access via Active Directory management tools
- Experience with the Remedy ticketing system
- Trained new employees on procedures
- Uphold SLA requirements
- Technical writing in providing employees with documentation and technical troubleshooting steps for them to understand
- Defines new users to the access control system.
- Establishes and maintains the appropriate time period for changing passwords.
- Controls data set access password deactivation sensitivity.
- Establishing the needs of users and monitoring user access and security
- Controlling access permissions and privileges
- Communicating regularly with technical applications to ensure database reliability and security
Help desk analyst Confidential - Works to resolve technical problems in a call center/help desk environment
- Uses expertise in customer service and technical knowledge gained from prior programming experience to resolve issues surrounding installation, usage, and training on software and/or hardware products
- Strong Soft Skills
- Working knowledge of PC's, network, mobile devices, and Microsoft suite of products
- Familiar with the HP OVCM Radia tool
- Knowledge in application development for the Android Operating System
- Experience with the Remedy ticketing system
- Trained new employees on the procedures
- Monitored incoming call metrics
- Uphold SLA requirements
- Manage assigned tickets to ensure SLA compliance and customer satisfaction
- Technical writing in providing employees with documentation and technical troubleshooting steps for them to understand
- Experience with Live Chat support
- Working simultaneously with multiple customers via Live Chat support
- Troubleshoot multiple applications at a Tier1 level Outlook 2007/2010, Windows Xp/7, Active Directory, AT T Connect, VPN Vasco, GOOD for enterprise, Blackberry Enterprise server, Microsoft Office 2007/2010
EXECUTIVE ASSISTANT Confidential - Scheduling and coordinating meetings, interviews, events and other similar activities
- Open, sort, and distribute incoming correspondence, including faxes and email
- Greet and escort visitors and determine whether they should be given access to specific individuals
- Screening phone calls and taking messages for three different VP's
- Making travel and conducting expense reports through the Concur Travel System
- Managing inventory of supplies
- Preparing business correspondence often using word processing, spreadsheet, and presentation computer software
- Ordering and receiving food deliveries
- Performing multilayered general office support
receptionist Confidential - Greeted and Assisted Customers
- Maintained sufficient inventory of supplies
- Provided assistance in making debit cards
- Maintained adequate stock and up kept cleanliness throughout the branch
- Resolved Customers Complaints
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