Experience

MCIC Vermont, LLC

• United States
• Insurance
• 1 - 100 Employee

• Infrastructure Specialist

  • Oct 2019 - Present



Ohio Department of Job and Family Services

• United States
• Government Administration
• 700 & Above Employee

• Infrastructure Specialist

  • Sep 2010 - Jul 2019

  Network Support technician that performs Incident management, Disaster Recovery operations, Tier 3 Network and Desktop Support and Process Engineering, Developed Standards for VDI solution to allow county workers to be able to work from home, eliminating the need for them to visit a physical office. Developed Problem management protocols including Rapid Response, Incident escalation, and " lessons learned" processes. Network Support technician that performs Incident management, Disaster Recovery operations, Tier 3 Network and Desktop Support and Process Engineering, Developed Standards for VDI solution to allow county workers to be able to work from home, eliminating the need for them to visit a physical office. Developed Problem management protocols including Rapid Response, Incident escalation, and " lessons learned" processes.



Iqor U.S. Holdings

• Workforce Manager

  • Oct 2008 - Oct 2010

  Primary point of contact for agent system issues including: remote access, Cisco IP phone, thin client and desktop hardware, terminal application access, and Citrix web applications. Responsible for Face to face end user support of thin clients, IP phones and laptops. Was responsible for all communication of system downtime estimates and communication of solutions to non-technical personnel face to face, on the phone, and via electronic communications. Applied troubleshooting theory to… Show more Primary point of contact for agent system issues including: remote access, Cisco IP phone, thin client and desktop hardware, terminal application access, and Citrix web applications. Responsible for Face to face end user support of thin clients, IP phones and laptops. Was responsible for all communication of system downtime estimates and communication of solutions to non-technical personnel face to face, on the phone, and via electronic communications. Applied troubleshooting theory to diagnose and correct network connectivity issues and application issues. Designed and implemented back up and disaster recovery strategies for site downtime as well as tracking site downtime for reporting purposes Created, updated, and distributed all daily and monthly reports for the site. Redesigned reporting standards to allow for easier integration of new clients. Trained new employees on system use Kept hardware and software inventory and configuration Maintained Server and workstation images for mass distribution Show less Primary point of contact for agent system issues including: remote access, Cisco IP phone, thin client and desktop hardware, terminal application access, and Citrix web applications. Responsible for Face to face end user support of thin clients, IP phones and laptops. Was responsible for all communication of system downtime estimates and communication of solutions to non-technical personnel face to face, on the phone, and via electronic communications. Applied troubleshooting theory to… Show more Primary point of contact for agent system issues including: remote access, Cisco IP phone, thin client and desktop hardware, terminal application access, and Citrix web applications. Responsible for Face to face end user support of thin clients, IP phones and laptops. Was responsible for all communication of system downtime estimates and communication of solutions to non-technical personnel face to face, on the phone, and via electronic communications. Applied troubleshooting theory to diagnose and correct network connectivity issues and application issues. Designed and implemented back up and disaster recovery strategies for site downtime as well as tracking site downtime for reporting purposes Created, updated, and distributed all daily and monthly reports for the site. Redesigned reporting standards to allow for easier integration of new clients. Trained new employees on system use Kept hardware and software inventory and configuration Maintained Server and workstation images for mass distribution Show less



Verizon

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Customer Support Agent

  • Dec 2006 - Sep 2008

  Assisted customers with basic troubleshooting with Blackberry, Windows Smart phone, and Wireless Air cards. Designed employee morale enhancement program for my team that reduced attrition and was expanded to entire department. Provided assistance to training department by mentoring new hires and acted as subject matter expert on computer systems and company products. Used customer service and dispute resolution skills to collect on 60, 90,120 day delinquent accounts. Assisted customers with basic troubleshooting with Blackberry, Windows Smart phone, and Wireless Air cards. Designed employee morale enhancement program for my team that reduced attrition and was expanded to entire department. Provided assistance to training department by mentoring new hires and acted as subject matter expert on computer systems and company products. Used customer service and dispute resolution skills to collect on 60, 90,120 day delinquent accounts.



Bank One

• Banking
• 200 - 300 Employee

• Production Flow Coordinator

  • Jan 2003 - Aug 2006

  Created auto dialer strategies for Fraud department based on account risk factors using Unix-based Melita software. Handled system issues face to face with end users. Established call routing and call blending protocols to consistently manage service level needs with outbound account inventory. Created and maintained all dialer and productivity reports using Microsoft Access, Seagate Crystal Reports, and MySQL, to track dialer efficiency, historical service level, and agent… Show more Created auto dialer strategies for Fraud department based on account risk factors using Unix-based Melita software. Handled system issues face to face with end users. Established call routing and call blending protocols to consistently manage service level needs with outbound account inventory. Created and maintained all dialer and productivity reports using Microsoft Access, Seagate Crystal Reports, and MySQL, to track dialer efficiency, historical service level, and agent productivity. Produced monthly presentations to leadership team to predict staffing needs and to assist Leadership in agent development. Maintained scripting via VBscript Show less Created auto dialer strategies for Fraud department based on account risk factors using Unix-based Melita software. Handled system issues face to face with end users. Established call routing and call blending protocols to consistently manage service level needs with outbound account inventory. Created and maintained all dialer and productivity reports using Microsoft Access, Seagate Crystal Reports, and MySQL, to track dialer efficiency, historical service level, and agent… Show more Created auto dialer strategies for Fraud department based on account risk factors using Unix-based Melita software. Handled system issues face to face with end users. Established call routing and call blending protocols to consistently manage service level needs with outbound account inventory. Created and maintained all dialer and productivity reports using Microsoft Access, Seagate Crystal Reports, and MySQL, to track dialer efficiency, historical service level, and agent productivity. Produced monthly presentations to leadership team to predict staffing needs and to assist Leadership in agent development. Maintained scripting via VBscript Show less



Computer Success

• Lead Technician

  • Jan 2000 - Oct 2003

  Administered servers for inventory, email communications, and recordkeeping. Appraised systems and equipment for purchase by the store. Repaired customer owned equipment and built computers to customer spec. Administered servers for inventory, email communications, and recordkeeping. Appraised systems and equipment for purchase by the store. Repaired customer owned equipment and built computers to customer spec.