Experience:

Confidential
Waltham, Massachusetts
Application Support Specialist, May 2009 April 2012

Provided support to clients for posting and updating web HTML site listings. Troubleshot account issues for .com site and SaaS clients. Created training documentation and SOP’s for company’s products and support processes. Created monthly case reporting metrics for issues.

• Responded, tracked and escalated issues using SalesForce to Case and Jira bug tracking.
• Worked closely with Development on issues and testing of current and new releases.
• Worked on projects within the Client Services group that impacted diverse clients.
• Worked with and supported large well known companies and non-profit organizations.

Confidential
Framingham, Massachusetts
Network Operations Technician, 2007 2009

Provided technical, analytical and administrative support for Genzyme’s IT Infrastructure systems and services. Daily support of Active Directory, Exchange Server and Unix Account management. Performed network monitoring and printer queue management. Monitored and supported Blackberry Enterprise Server issues. Daily upkeep and monitoring of Genzyme’s system database updates.

• Resolved, documented and closed trouble tickets where possible and escalated as required.
• Able to keep up in fast paced environment working with various IT Infrastructure departments.

Confidential
Burlington, Massachusetts
Technical Support Specialist, 2003 2007

Troubleshot medical imaging (PACS) software and hardware equipment via phone and remote diagnostics in a 24/7 organization. Instructed end-users on performance and use of software. Troubleshot server performance issues on 2000, NT, XP, 2003 server and Unix (Sun Solaris) systems. Monitored imaging systems connections and performance issues using LAN, WAN and PPP. Created and edited routing rules and specifications for best systems performance. Monitored and updated work queue in Service Alliance. Followed-up with customers on previous issues and their current effect on the facilities work flow.

• Praised by clients and coworkers for exceptional customer service.
• Able to learn new systems quickly and effectively communicate system issues with clients.
• Worked issues to resolution or if not able to resolve escalated to engineering group.
• Able to follow up in a timely manner and assist in directing clients to a better workflow resolution.

Confidential
Cambridge, Massachusetts
IT Support Specialist, 2002 2003

Troubleshot LAN connectivity, remote access through AT& T dial-up, printing, and SAP issues. Monitored and updated work queue in Service Center, which tracks problem issues and tasks to be completed. Troubleshot Microsoft Office Suite on Windows 98, 2000 and NT, as well as Outlook email issues. Reset passwords for Novell network, Outlook, SAP and AT& T logins. Troubleshot hardware issues on desktops and laptops. Worked closely with all areas of IT support to resolve various IT issues.

• Praised by clients and coworkers for exceptional customer service.
• Able to adapt to new company environment and IT standards very quickly.
• Able to train end-users by being constructive and friendly.

Confidential
Security Systems Analyst, 2000 - 2001

Troubleshot LAN, remote access, Amisys, and Epicare Suite account issues. Created, edited, and disabled LAN, remote access, Amisys, and Epicare Suite accounts. Monitored and updated work queue in Remedy. Implemented and carried out system security policies and procedures. Updated and distributed Citrix Metaframe disks and instructions for home computer remote access. Troubleshot Microsoft Office Suite on Windows 98, 2000 and NT, as well as Lotus Notes email issues. Worked closely with LAN/WAN networking group on network issues. Prepared and attended meetings for various projects with other departments for computer related issues. Attended service level agreement meetings with departmental updates.

• Learned multiple systems administration quickly, including NT, Novell, Epicare Suite, and Amisys.
• Only individual in department to know all systems and able to train others.
• Consistently met service level agreements.
• Efficiently worked on various projects with other departments. Projects included Nurse Case Manager laptop rollout, NTFP001 server retirement, and HVMA transition to new IT consultant firm.
• Praised by clients for exceptional customer service.
• Participated in on-call rotation support for healthcare facilities computer issues.
• Participated in setting up more organized and effective way to gather user account information to create and edit accounts through forms and use of email database.

Confidential, 1999 - 2000

Monitored, distributed, and updated Citrix Metaframe disk request queue. Maintained and forwarded weekly status and bimonthly time tracking system reports. Coordinated communications and meetings between global infrastructure manager, other managers, and direct reports. Provided administrative support for global infrastructure service manager and direct reports with customer communications, calendar bookings, travel plans, expenses, and filing updates.

• Consistently monitored and kept Citrix Metaframe queue up-to-date and within service level agreements.
• Able to learn new company’s systems (train and time tracking), quickly able to help train other individuals also transitioned.
• Prepared for major corporate move by researching, maintaining, and organizing information on needs required for related departments.
• Successfully completed Project Management in-house training course.

Confidential
Lexington, Massachusetts
Customer Support, 1999

Monitored, distributed and updated Citrix Metaframe disk request queue. Produced, updated, and distributed customer support weekly and monthly metrics, as well as weekly on-call scheduling tables to all departments involved. Provided administrative support for director of customer support and direct reports with customer support communications, calendar bookings, travel, expenses, and filing updates. Tracked and monitored department expenses and budget.

• Consistently monitored and kept Citrix Metaframe queue up-to-date and within service level agreements.
• Tracked and located discrepancies in expenses and budget, such as duplicate billings.
• Learned Clarify database quickly to help customer support center.

Confidential, 1997 - 1999

Researched and solved provided health care issues through Legacy and integrated systems contract and claims databases. Provided administrative support to two regional teams of 24 representatives with contracts, filing updates, scheduling tables, calendar bookings, troubleshooting of archiving, computer logins, mail, phone, and office application support.

• Learned AS/400 and Amisys databases systems efficiently and quickly.
• Supported Provider Relations representatives in contacting and helping providers with issues.

Confidential, University
B.S. 1997
Summa Cum Laude

Confidential,University

Summa Cum Laude

New Horizons Computer Learning Center Confidential,
560 NetWare 5.1 Administration, 2000 Internet Management, 2000

Perot Systems, Inc.
Networking Fundamentals, 2001
HIPAA Overview, 2001
Personality Types in Teams, 2001
Project Management, 1999

Applications: Amisys, AS400, Citrix Metaframe, Epicare Suite, Filemaker Pro, Microsoft Excel, Word, Powerpoint, SalesForce
Databases: ACT, Clarify, Remedy, SAP, Service Alliance, Service Center, SQL Server
Internet Applications: cc:mail, Lotus Notes, MS Internet Explorer, Netscape, Outlook, Pegasus Mail
Protocals: Ethernet, FTP, HTML, PPP,
Operating Systems: DOS, Novell, Mac, Windows 95, Windows 98, Windows NT, Windows 2000, Windows XP, Windows Vista, Windows 2003 Server, UNIX (Sun Solaris and HP-UX)
System Tools: Active Directory, Console One, Hyena, MacAfee, NetWare, PC Anywhere, Remote Desktop, Timbuctu, User Manager