Application Development Technician

• 2016 - Present

Technical Support Professional

• 1997 - 2016

Deskside Support Technician / Queue Manager Listened effectively to client needs, took steps resolving issues, maintaining 90% + resolve rate over career, obtaining customers loyalty. Assisted remote and local Deskside Support technicians, exceeding company team target requirements with 90% + resolve rate over past decade. Created Deskside Support processes and tracking spreadsheets, educating team members on processes, improving technician efficiency. Managed all Deskside Support tickets in SCCD/TSRM, eESM ManageNow and CPMA systems including assignment, and transfers to other competencies. Oversaw workload balancing for technicians, following-up and conducting daily checks on individual queues, resulting in reduction in overall team misses, leading to better time management and higher customer satisfaction. Knowledgeable in company IT security guidelines, providing technician’s guidance preventing breaches. Completed Helpdesk feedback in customized database, inspecting all incoming tickets and templates, ensuring conformation and that required information for Deskside Support was provided. Worked on various projects, including PSM printer installation and setup, IBM knowledge Consolidation, Commercial Account assistance, Lotus Notes French testing and OQLF Francization.

Technical Support Consultant

• 1994 - 1997

Managed Bell data center and projects, as well as performed administrative functions. Provided support, developed and maintained production applications on MVS/VM systems. Developed and maintained various applications and utilities. Tested new programs, applications and hardware. Managed Bell data center and projects, as well as performed administrative functions. Provided support, developed and maintained production applications on MVS/VM systems. Developed and maintained various applications and utilities. Tested new programs, applications and hardware.