Qualifications Summary

• Familiar or exposed to technical skills such as:
• A seasoned professional with over 10 years of experience. Highly motivated individual with a proven ability to learn quickly, create, implement, and maintain procedures both old and new in any environment. Proven ability to implement effective policies, enhance productivity, and increase efficiency. Excellent reporting, problem solving, and communication skills. Outstanding analytical and quantitative abilities. Strong commitment and desire to succeed in every assigned task. Able to work independently or as part of a team, with a unique ability to communicate effectively on all levels.
• Technologies: TCP/IP, IPv4, DNS, HTTP, SMTP
• Languages: HTML, SQL queries
• Operating Systems: Windows,Unix, Linux, DOS
• DBMS: Microsoft SQL Server 2000/2005, MySQL,
• Computer Networks: LAN, WAN
• Microsoft products, components, and operating systems: Active Directory, Windows XP Windows 7, Server 2000/2003, Office Suite, CRM, Access, Project, Visio, Microsoft Exchange 2000/2003/2007/2010, IIS 5.0/6.0
• Terminal emulation Remote software: Pcanywhere, Procomm, Hyperterm, Dameware, RDP, Teamviewer
• Other DB programs: Oracle, Metrix, Call Log, Clarify, CRM, Service Now
• Mail Services: Lotus Notes and MS Outlook

Professional Experience

Confidential

Systems Configuration Specialist Senior Analyst

• Provide superior customer service to both newly hired employees as well as Adecco branch management to ensure a smooth transition for both parties during those critical first days of employment
• Introduce and configure applications and websites for new users in order to get them to a Ready To Work state as fast as possible
• Coordinate activities between internal IT groups to effect a seamless experience from account creation to login for the end user
• Manage activities such as prioritization of the New Hires queue, Tracking of the status of cases, and adherence to established SLAs

Confidential

Global Access Management Analyst

• Performed account administrative functions to set up system and application accounts and apply appropriate security access.
• Interacted directly with internal customers such as the Service Desk and maintained the highest degree of customer service
• Reviewed Corporate policies and standards regularly and ensured compliance with all such guidelines
• Helpdesk Technician
• Provided support for logging, tracking, resolution and reporting of help desk incidents and service requests.
• Involved with activities associated with restoring normal service operation as quickly as possible and to minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained.
• Managed activities starting from accepting and logging of a service request to request prioritization, request fulfillment and subsequent closure.

Confidential

Technical Support Specialist

• Responsible for providing second level technical support to software clients. Also responsible for the successful technical analysis and resolution of client reported incidents related to software problems.
• Worked directly with clients to conduct analysis of technical configurations, integrations, data migrations and technical installations for client systems, in order to perform in-depth technical troubleshooting, and recommended the appropriate work-around as well as a timely solution.
• Documented all internal and external correspondence related to incident resolution via SalesForce. Also documented solutions, procedures, and standards for clients as well as for internal use.
• Developed and maintained assigned technical standards for use in client and internal projects. A typical standard included writing running SQL scripts of DB2 database. Trouble-shot and documented our application's integration with Client Systems such as Oracle, SAP, Ariba, PeopleSoft, etc.
• Analyzed , Edited, and Implemented XML data in production and test environments on behalf of customers and for testing purposes
• Milestone Increased continuity and reliability of customer support by introducing and implementing the customer service team's first Shift Transition Report which in-turn provided seamless coverage of issues.

Confidential

Technical Support Representative

• Provided professional, courteous, and prompt technical support for the GFI messaging and security software products via phone, email, and chat support. This included basic problem prioritization, analysis and resolution of issues where answers can be easily obtained. As a result, effectively resolve the issue with a high level of customer satisfaction
• Worked closely with the IT administrators to effectively resolve complex technical issues, in order to provide regular updates and a timely resolution to the customer. Maintained a test network for simulation of customer's production environment. Also assisted with the local networking of customer's servers and client computers for support of our software using IP protocols such as DNS. DHCP, and HTTP.
• Actively tracked and managed client interactions by logging all customer contacts in CRM ticketing systems.
• Maintained outline of the key steps to resolution of a problem and communicated to the customer via frequent and regular status updates in line with the company guidelines.
• Acquired and maintained knowledge relevant to the job including product offerings, current support policies and procedures and methods of support delivery, in order to provide technically accurate solutions to customers. Leveraged the internal and external knowledgebase's for prompt and accurate resolution of basic technical issues. Ensured that information about any solution that was not easily found is passed on appropriately.
• Milestone Increased customer satisfaction by combining several software configurations into one best practices document and introducing it to management, co-workers, and customers.

Confidential

Technical Support Engineer

• Responsible for directly interfacing with Tekelec's customers to provide technical support for their product related issues, which includes troubleshooting hardware, software, and network issues. As well as responsible for review and feedback for Eagle and other related documentation as well.
• Provided after hours telephone and e-mail support for Tekelec's US based customers as well as provide technical support for our internal customers such as Tekelec's Upgrades and Installation groups.
• Responsible for both software and hardware upgrades on The Tekelec Eagle product.

Confidential

• Engaged in direct customer contact to assist in the resolution of any upgrade related hardware and software issues.
• Milestone Created the original idea for a Shift Transition Report to improve continuity of thought and provide seamless service to customers

Confidential

Systems/Switch Technician

• Experienced in test preparation in various DMS-100 switches including wiring as well as hardware and software test setup
• Tested and evaluated DMS-100 switches as well their peripheral equipment through automatic scripts, call simulations, and heat chamber testing.

• I also have experience with various Nortel products such as : Sonet, MVIE, and Spectrum products.
• Maintained accurate and detailed documentation and system information for projects assigned.
• Milestone Assisted Switch Technician in repairs because of my level of understanding of the hardware
• Additional Skills
• VMware, Dameware
• XML/HTML, CXML,
• Familiar with business automation and workflow processes
• Experienced w/Tekelec's Eagle hardware and software systems as well as the SS7 network and its' protocols.
• Engaged in self-study of Java, Visual Basic, Visual C , SS7/CCS7, telecommunications protocols, and Cisco routers.