Experience

Sterling Payment Technologies

• United States
• Financial Services
• 1 - 100 Employee

• Technical Support Representative/Deployment

  • Aug 2016 - Present

  • Function as an advocate for national sales partners and merchants with all internal and external Sterling operation departments and vendors • Phone and email support in a call center environment • Assist merchants with reconciling their processed transactions, setup, billing, settlement and processing history of their account • Shipping and programming of Terminals, inventory and processing recycled terminals • Function as an advocate for national sales partners and merchants with all internal and external Sterling operation departments and vendors • Phone and email support in a call center environment • Assist merchants with reconciling their processed transactions, setup, billing, settlement and processing history of their account • Shipping and programming of Terminals, inventory and processing recycled terminals



Fidelity Information Representative II

• Technical Support Representative II

  • May 2016 - Jun 2016

  Job Summary: The Technical Support Representative is responsible for delivering Level I & II technical support over the phone in a remote capacity. You will support and administer PCs, thin clients, peripherals, Citrix, various versions of Microsoft Exchange, VMware, servers, and routers adhering to the defined internal escalation process. General Duties and Responsibilities: • Provide day-to-day technical support to bank employees for network infrastructure, internal desktops and… Show more Job Summary: The Technical Support Representative is responsible for delivering Level I & II technical support over the phone in a remote capacity. You will support and administer PCs, thin clients, peripherals, Citrix, various versions of Microsoft Exchange, VMware, servers, and routers adhering to the defined internal escalation process. General Duties and Responsibilities: • Provide day-to-day technical support to bank employees for network infrastructure, internal desktops and thin clients, servers, and software. • Account management including adding and deleting users, creating new user accounts, and modifying accounts. • Maintain passwords, data integrity, and file system security for desktop and Citrix environments. • Communicate highly technical information in layman terms to non-technical users. • Recommend hardware and software solutions, including new acquisitions and upgrades. • May participate in development of information technology and infrastructure projects Show less Job Summary: The Technical Support Representative is responsible for delivering Level I & II technical support over the phone in a remote capacity. You will support and administer PCs, thin clients, peripherals, Citrix, various versions of Microsoft Exchange, VMware, servers, and routers adhering to the defined internal escalation process. General Duties and Responsibilities: • Provide day-to-day technical support to bank employees for network infrastructure, internal desktops and… Show more Job Summary: The Technical Support Representative is responsible for delivering Level I & II technical support over the phone in a remote capacity. You will support and administer PCs, thin clients, peripherals, Citrix, various versions of Microsoft Exchange, VMware, servers, and routers adhering to the defined internal escalation process. General Duties and Responsibilities: • Provide day-to-day technical support to bank employees for network infrastructure, internal desktops and thin clients, servers, and software. • Account management including adding and deleting users, creating new user accounts, and modifying accounts. • Maintain passwords, data integrity, and file system security for desktop and Citrix environments. • Communicate highly technical information in layman terms to non-technical users. • Recommend hardware and software solutions, including new acquisitions and upgrades. • May participate in development of information technology and infrastructure projects Show less



Pinellas Public Library Cooperative

• United States
• Libraries

• Technology Coordinator

  • Oct 2010 - May 2016

  • Serves as the primary contact between the Cooperative and ILS Customer Support • Work with member library staff to identify, test, and implement ILS policies • First level troubleshooting to resolve member questions or issues that fall within their skill set • Review, evaluate and plan for ILS upgrades • Keeps current on latest enhancements to software • Develops and maintains procedure manuals • Keeps appropriate vendor manuals and documentation… Show more • Serves as the primary contact between the Cooperative and ILS Customer Support • Work with member library staff to identify, test, and implement ILS policies • First level troubleshooting to resolve member questions or issues that fall within their skill set • Review, evaluate and plan for ILS upgrades • Keeps current on latest enhancements to software • Develops and maintains procedure manuals • Keeps appropriate vendor manuals and documentation current • Creates and produces reports using SimplyReports • Creates and updates user documentation • Works as part of a team on ILS and non-ILS installation and customization projects • Manage ILS configuration changes as permitted • Work with ILS Customer Support to resolve issues and make required changes • Coordinate communication between member libraries • Represent the PALS at meetings, conferences and workshops as needed • Database cleanup as needed (i.e. Item records, Bibliographic records, etc.) • Attend meetings to provide guidance • Coordinate with third party vendors • Perform other duties or responsibilities that are related to the position • Responsible for IT issues, training, documentation updates and installations Show less • Serves as the primary contact between the Cooperative and ILS Customer Support • Work with member library staff to identify, test, and implement ILS policies • First level troubleshooting to resolve member questions or issues that fall within their skill set • Review, evaluate and plan for ILS upgrades • Keeps current on latest enhancements to software • Develops and maintains procedure manuals • Keeps appropriate vendor manuals and documentation… Show more • Serves as the primary contact between the Cooperative and ILS Customer Support • Work with member library staff to identify, test, and implement ILS policies • First level troubleshooting to resolve member questions or issues that fall within their skill set • Review, evaluate and plan for ILS upgrades • Keeps current on latest enhancements to software • Develops and maintains procedure manuals • Keeps appropriate vendor manuals and documentation current • Creates and produces reports using SimplyReports • Creates and updates user documentation • Works as part of a team on ILS and non-ILS installation and customization projects • Manage ILS configuration changes as permitted • Work with ILS Customer Support to resolve issues and make required changes • Coordinate communication between member libraries • Represent the PALS at meetings, conferences and workshops as needed • Database cleanup as needed (i.e. Item records, Bibliographic records, etc.) • Attend meetings to provide guidance • Coordinate with third party vendors • Perform other duties or responsibilities that are related to the position • Responsible for IT issues, training, documentation updates and installations Show less



City of St Pete Beach

• United States
• Government Administration
• 1 - 100 Employee

• Desktop Technician

  • Mar 2008 - Sep 2010

  • Install and maintain computer system peripherals for 50-150 work stations • Assist with phone systems and audio visual needs • Troubleshoot user problems • Provide customer service • Prepare records and files for licensing and inventory • Manage accounts in Active Directory • Create folders and modify rights at the server level • Manage IP addresses and website access on SonicWall • Provide training on applications • Develop training documents for users • Install and maintain computer system peripherals for 50-150 work stations • Assist with phone systems and audio visual needs • Troubleshoot user problems • Provide customer service • Prepare records and files for licensing and inventory • Manage accounts in Active Directory • Create folders and modify rights at the server level • Manage IP addresses and website access on SonicWall • Provide training on applications • Develop training documents for users



University of South Florida

• United States
• Higher Education
• 700 & Above Employee

• Computer Support Technician

  • May 2004 - Mar 2008

  • Provided phone and on-site computer support to faculty, staff and students at the Health Science Center Department • Team Lead for the Outlook conversion program • Provided PC hardware and software setup, configuration, troubleshooting and diagnostics • Provided guidance on various software applications • Provided phone and on-site computer support to faculty, staff and students at the Health Science Center Department • Team Lead for the Outlook conversion program • Provided PC hardware and software setup, configuration, troubleshooting and diagnostics • Provided guidance on various software applications



Contract Positions

• Software Development
• 1 - 100 Employee

• Technical Service Analyst II

  • Oct 2002 - Mar 2004

  December 8, 2003 to March 31, 2004 CareMedic Systems, Saint Petersburg, Florida Customer Service Support • Provided technical and functional support to customers via email, fax and phone in a call center setting • Triaged, documented and tracked user issues relative to receipt of payments from Medicare to medical providers in real time • Managed an average call volume of 30 to 40 calls per day May 19, 2003 to November 26, 2003 Bankers Life Insurance Company… Show more December 8, 2003 to March 31, 2004 CareMedic Systems, Saint Petersburg, Florida Customer Service Support • Provided technical and functional support to customers via email, fax and phone in a call center setting • Triaged, documented and tracked user issues relative to receipt of payments from Medicare to medical providers in real time • Managed an average call volume of 30 to 40 calls per day May 19, 2003 to November 26, 2003 Bankers Life Insurance Company, Saint Petersburg, Florida Technical Service Analyst II • Provided desktop and network support for 45 or more users • Provided technical and functional support for workstations and telephones • Performed software installs and configurations • Supported Microsoft products and in-house applications October 2002 to March 2003 Largo Medical Center, Largo, Florida Technical Service Analyst II • Provided technical support for 791 or more users • Triaged, documented and tracked issues reported by users • Provided customer service • Provided one-on-one computer training and in group settings • Created user guides for employees as needed Show less December 8, 2003 to March 31, 2004 CareMedic Systems, Saint Petersburg, Florida Customer Service Support • Provided technical and functional support to customers via email, fax and phone in a call center setting • Triaged, documented and tracked user issues relative to receipt of payments from Medicare to medical providers in real time • Managed an average call volume of 30 to 40 calls per day May 19, 2003 to November 26, 2003 Bankers Life Insurance Company… Show more December 8, 2003 to March 31, 2004 CareMedic Systems, Saint Petersburg, Florida Customer Service Support • Provided technical and functional support to customers via email, fax and phone in a call center setting • Triaged, documented and tracked user issues relative to receipt of payments from Medicare to medical providers in real time • Managed an average call volume of 30 to 40 calls per day May 19, 2003 to November 26, 2003 Bankers Life Insurance Company, Saint Petersburg, Florida Technical Service Analyst II • Provided desktop and network support for 45 or more users • Provided technical and functional support for workstations and telephones • Performed software installs and configurations • Supported Microsoft products and in-house applications October 2002 to March 2003 Largo Medical Center, Largo, Florida Technical Service Analyst II • Provided technical support for 791 or more users • Triaged, documented and tracked issues reported by users • Provided customer service • Provided one-on-one computer training and in group settings • Created user guides for employees as needed Show less



University of Michigan

• United States
• Higher Education
• 700 & Above Employee

• Computer Systems Consultant I

  • Jan 1999 - Aug 2002

  • Provided computer support for over 4,000 faculty and staff users in the College of Literature, Science and the Arts • Provided phone and email support for users • Triaged, documented, tracked and followed up on issues reported by users • Acted as the liaison between tier 2 support and users • Developed training and created technical documentation for staff • Provided technical and functional support in a phone center environment in support for the procurement module of… Show more • Provided computer support for over 4,000 faculty and staff users in the College of Literature, Science and the Arts • Provided phone and email support for users • Triaged, documented, tracked and followed up on issues reported by users • Acted as the liaison between tier 2 support and users • Developed training and created technical documentation for staff • Provided technical and functional support in a phone center environment in support for the procurement module of PeopleSoft. Show less • Provided computer support for over 4,000 faculty and staff users in the College of Literature, Science and the Arts • Provided phone and email support for users • Triaged, documented, tracked and followed up on issues reported by users • Acted as the liaison between tier 2 support and users • Developed training and created technical documentation for staff • Provided technical and functional support in a phone center environment in support for the procurement module of… Show more • Provided computer support for over 4,000 faculty and staff users in the College of Literature, Science and the Arts • Provided phone and email support for users • Triaged, documented, tracked and followed up on issues reported by users • Acted as the liaison between tier 2 support and users • Developed training and created technical documentation for staff • Provided technical and functional support in a phone center environment in support for the procurement module of PeopleSoft. Show less



Harbinger Corporation

• United States
• Software Development

• Technical and Customer Support Representative

  • Nov 1997 - Dec 1998

  • Provided technical and functional support for over 20,000 install sites of EDI software • Tracked, triaged, documented and followed up on user issues in a fast track phone center environment • Provided technical and functional support for over 20,000 install sites of EDI software • Tracked, triaged, documented and followed up on user issues in a fast track phone center environment



Washtenaw Community College

• United States
• Higher Education
• 700 & Above Employee

• Lab Assistant/Network Technician

  • Jun 1996 - Dec 1998

  • Assisted students in computer support in a classroom and lab environment while receiving training regarding diagnostics/troubleshooting of technical and application issues. Imaged lab computers. • Assisted students in computer support in a classroom and lab environment while receiving training regarding diagnostics/troubleshooting of technical and application issues. Imaged lab computers.