Sr. Customer Service Analyst Resume Profile

PROFESSIONAL SUMMARY

Confidential is an experienced Information Technology professional with an equally balanced portfolio of technical and client service and support skills. He has extensive technical software operational and helpdesk experience as well as a track record showing significant experience providing technical support in a direct client interface role.

TECHNICAL SUMMARY

SOFTWARE, LANGUAGES AND UTILITIES

TCP/IP, Novell 3.12 and 4.1 Networks, Windows NT 3.51 and 4.0 Networks, Internet Explorer
Microsoft Office Professional 2010 , Office 365, Word, Excel, Access, PowerPoint, Outlook, Firefox
IBM Lotus Notes R4.5, Domino WebAccess, HP OpenMail 4.20.04, Microsoft Exchange
Macromedia Dreamweaver, Macromedia Fusion, PHP, MySQL, SQL, HTML, UltraEdit
C , Visual Basic, Code Warrior for Palm OS, Norton Ghost, Putty, Veritas NetBackup
Remedy Issue Management System, Med-Elite Medical Office Management Suite , Clarify Ticketing System

DATABASES

Oracle, Microsoft Access, Visual Foxpro, Progress, Paradox

OPERATING SYSTEMS

UNIX/LINUX: Sun Solaris, HP-UX, AIX, Red Hat Enterprise, Caldera, SCO, CTOS
Windows: 8, 7, Vista, XP Professional, XP Home, ME, OS/2, 98, 95, 3.x, DOS 6.22
Windows: NT 4.0, 3.51, 2000, Windows for Workgroups, Windows CE 2.0,
Other: Palm OS5, VAX VMS, MAC OS

HARDWARE

Servers: IBM AIX, Sun Enterprise, HP, Compaq, Dell, DEC VAX 6000
PCs: Desktops and Laptops, Acer, Compaq, Dell, Gateway, HP, IBM , Tablet's, PDA's, iMac, Power Mac
Networking: WAN, LAN, modems, routers, switches Some VOD and hardware support of Ericsson VOD equipment.

PROFESSIONAL EXPERIENCE

Confidential

Sr. Customer Service Analyst- Clarify Team

Daily use and support of the Clarify Ticketing System database used throughout AT T globally to track issues related to services and products marketed by AT T
Support and resolution of issues generated by the call takers of issues related to incubated new products sold by AT T in the Consumer Channel.
Support of internal initiatives by AT T management to meet overall department goals and objectives.

Confidential

Field Representative

Managed various retail accounts to increase overall market share for both desktop and laptop systems built using Intel technologies, increasing overall client and customer awareness to support corporate goals.
Conduct onsite and regional training sessions with Best Buy retail management and staff, capture and report critical metrics, sales and marketing data to Actionlink.
Provided various types of metric data to Actionlink for the accounts covered, which included Panasonic TV's , Lenovo laptops and BOSCH Dishwashers, Laundry Washers and Dryers

Confidential

Field Representative

Management of various retail accounts to increase overall market share for both desktop and laptop systems built using Intel technologies, increasing overall client and customer awareness to support corporate goals.
Conduct onsite and regional training sessions with retail management and staff, capture and report critical metrics, sales and marketing data to Intel, facilitate retailer participation in Intel sponsored promotions.
Establish Intel presence at trade shows by providing interaction with consumers and distributing factual information regarding Intel, announcing key marketing messages, along with any related supporting data.

Confidential

System Engineer

Support of clients via hands on correction of issues regarding Tandberg VOD software such as AMS, BMS, and catcher linux boxes.
Drove issue resolution via conference calls with clients such as NBC and Cisco to correct issues so that VOD could be streamed live.
Participated in both classroom and independent training sessions on Tandberg hardware and software products..

Confidential

Lead Information Management Technician

Manage and or partner in cross functional projects.
Provide general phone support for IT Data Center / Operations. Assist with incoming support requests. Provide quality customer satisfaction and general technical expertise
Facilitate communication upward and across the team. Provided support for both Internet and Extranet websites on both Windows and Red Hat Servers. Environment includes Microsoft Server and back office products, UNIX, Linux, TCP/IP, SMS, DNS, POP, SMTP, IIS, Apache, HTML, Javascript, SQL, Veritas, security and auditing tools and Active Directory. HP UX server installation, configuration and support.

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