Professional Profile

• Seeking a career in Human Resource with a progressive organization, where I can utilize my skills, knowledge and expertise in communication, organizational and customer service skills, in order to increase productivity within an organization. A challenging role that allows for advancement and growth with expectations of gaining experience in the functions of administration, recruitment, compensation, benefit programs, training programs and performance management.
• Core Competencies and Strengths
• Executive office level experience relating to policies, procedures and confidentiality.
• Demonstrated ability to multi-task projects in an efficient and timely manner results driven.
• Excellent problem-solving skills - highly resourceful and dependable a productive self-starter.
• Experienced leadership skills in facilitation of corporate/department training.
• Experienced in interviewing, selection, training,
• Proficient in Microsoft Office Suite: Word, Excel, Project, Outlook, and PowerPoint.
• Knowledgeable in the areas of: Storage Area Networks, Network Attached Storage, Technical Support, PC Configuration, Human Resources, Project Management
• Certifications: Dell Certified Storage Networking Professional, EMC Proven Professional Associate, EMC Proven Professional Implementation Engineer, EMC Clariion Implementation Engineer Expert
• 64 credit hours PMI Institute

Professional Experience

Confidential

Technology Consultant

• Provides end-user support and maintenance within the organization's desktop computing and Meditech environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all PC and Printer hardware and peripheral equipment to ensure optimal workstation performance.
• Install, configure, test, maintain, monitor and troubleshoot end-user workstations and related hardware and software issues involving Meditech environment. Collaborate with Server Admin/Network Engineers to ensure efficient operation of company's IT environment.

Confidential

CSC Technical Solutions Rep

• Serves as a direct contact point for customers and onsite field personnel in order to provide technical and sales support to internal and external customers and resellers. Successfully resolves technical issues related to hardware and software, while meeting and exceeding KPI standards for revenue per call by up selling services and customizing technical solutions based on customer need.
• Focuses on solutions to various business systems and applications problems for customers, onsite engineering personnel and Authorized Service Providers on standard, specialized or complex systems.

Confidential

Workforce Specialist

• Interviewed clients to determine eligibility for DWS services by reviewing client forms, asking questions concerning work history, and providing information on programs and services.
• Contacts employers/clients by telephone or correspondence to discuss job orders, potential job applicants, and issues concerning clients' eligibility for benefits or program services.
• Counsels clients by explaining program eligibility, program benefits, and employment opportunities. Completes forms, reports, and records associated with DWS programs.

Confidential

Dell Enterprise Remote Services Coordinator/ Project Analyst Lead

• Served as single point of contact for services delivery and customer escalations both internal and external in order to maintain the customer experience. Responsible for verifying implentation design, delivery of the Statement of Work, policies, and procedures, associated with project plan. Served as first point of engagement for all services delivery customers, technicians, senior management, and anyone else assigned to projects.
• Supported the Storage Services Remote Installation department by managing the coordination of projects, reports, scheduling and training both in office and remotely from home office via Dragnet/Citrus. Supported SAMs sales account managers by writing technical configurations and verifying pre-sales solutions and service plans in order to meet the customer's business goals. Engaged in and initiated technical sales conference calls between SAMs and TAMs technical account managers and the customer. Served as Project Analyst Lead over three Project Analysts and delegated project tasks accordingly.
• Responsible for providing the analysis, project planning, coordination, implementation and reporting of various projects assigned by senior management. Provided a high level of analysis support to senior management as needed. Assisted in creation of and managed database designed to track projects and present metrics.
• Facilitated meetings with Upper Management/IT Directors, Program and Account Managers, Vendors/Partners, and IT staff to present team metrics and to proactively address project specific and operational issues.

Enterprise Support Analyst/Services Lead /MOD

• Served as first point of contact, or MOD manager on duty , for escalated customer satisfaction and technical issues from approximately 180 inbound and outbound technical support specialists. Provided timely response to customer issues using all Dell resources quickly and accurately to diagnose, troubleshoot and repair storage products or escalate to the appropriate team. Performed customer callbacks daily to update customer of progress to reach resolution or to ensure customer satisfaction after resolution had been reached. Advanced communication skills, proven escalation management skills, and effective time management skills.
• Advised management of detrimental queue issues that may have influenced agent service levels.
• Managed case administration and changes in outbound case assignments. Consistently observed and monitored queues for possible service issues in order to meet communicated departmental goals such as time to engage, time to resolve, service level and overall customer satisfaction. Responsible for daily reporting of team metrics, service level, and various other reports as requested.
• Maintained and updated databases by utilizing strong knowledge of Dell/AES policies, procedures, call flow and on-line tools including Avaya and Dellserv. Provided various clerical, technical and administration support to Sr. Management/Area Manager. Maintained and enhanced skill levels through constant training.

Confidential

Administrative Assistant/Shift Supervisor

• Managed the operational performance of the back office. Supervised and motivated a team of seven full and part-time hosts/hostesses and wait staff.
• Generated daily reports, monitored budgets and controlled expenses. Maintained daily sales reports and all financial tracking. Managed store revenue including cash handling, credit transactions, deposit reconciliation and documented financial information for Brinks security pick-up.