Experience

Strongbridge Corporation

• United Kingdom
• Retail Office Equipment

• Telecommunications Analyst

  • Jan 2014 - Present

  Correcting hardware problems with mobile devices by coordinating support with phone vendors. Managing returns on warranted phone devices. Configured iPhone, iPad, PDA, and Blackberry Support. Used Blackberry Enterprise Admin Tool to assist client with password resets, activation, and sync issues. Created and managed invoices for phones devices to make sure billing was correct and that the correct cost centers were being charged. Coordinate and manage inventory of iPhone, Blackberry, other mobility devices, and accessories. Working with phone vendors to confirm orders and to correct any ordering or cost issues that may arise. Show less



Credit Suisse

• Switzerland
• Banking
• 700 & Above Employee

• Service Desk Analyst II

  • Mar 2013 - Jan 2014

  Contracted position through Software Guidance and Assistance Inc. Taking on average around 35-40 calls from users in a help desk/call center environment. Execute service request such as setting up Outlook accounts as per the SLA. Process and send IT Reports. Hands-on experience with the following: Clients: Windows 7, Mac OS, Windows 8, and Windows XP Servers: Windows 2000, Windows 2003, and Windows 2008. Knowledge of Active Directory, Exchange 2007 and 2010. ITSM ticketing tools such as Remedy 6 and 7. User account creation for Active Directory, Exchange Mailboxes, Distribution lists. Remote desktop connectivity applications such as Remote Desktop and Windows Remote Assistance. MS Office Suite 2007, 2010. VPN and remote dial-in users. Support for laptop, desktops, and printers Configured iPhone, iPad, PDA, and Blackberry Support. Used Blackberry Enterprise Admin Tool to assist client with password resets, activation, and sync issues. Created and managed invoices for phones devices to make sure billing was correct and that the correct cost centers were being charged. Coordinate and manage inventory of iPhone, Blackberry, other mobility devices, and accessories. Working with phone vendors to confirm orders and to correct any ordering or cost issues that may arise. Others: Adobe Acrobat and other common desktop applications like WinZip, etc. Accept and register service calls while executing first attempt to solve the service call. Track the progress of an owned service call during the entire lifecycle from start to finish ensuring that it is resolved within the agreed Service Level Agreement and updates Service Call records accordingly. Communicates the status of the Service call directly with the customer or within the Service Desk Team as defined per SLA. Escalates tickets when necessary to the local Desk side support team for technician assistance. Show less



HCL America

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

• Service Desk Analyst

  • Aug 2012 - Mar 2013

  Contracted position through Adecco Staffing Agency. Taking on average around 40-45 calls from users in a help desk/call center environment. Accept and register service calls while executing first attempt to solve the service call. Track the progress of an owned service call during the entire lifecycle from start to finish ensuring that it is resolved within the agreed Service Level Agreement and updates Service Call records accordingly. Communicates the status of the Service call directly with the customer or within the Service Desk Team as defined per SLA. Escalates tickets when necessary to the local Desk side support team for technician assistance. Execute service request such as setting up Lotus Notes/Outlook accounts as per the SLA. Process and send IT Reports. Hands-on experience with the following: Clients: Windows 7, Windows Vista, Windows XP Servers: Windows 2000, Windows 2003, and Windows 2008. Knowledge of Active Directory, Exchange 2003/2007. ITSM ticketing tools such as Remedy and DB Symphony. User account creation for Active Directory, Exchange Mailboxes, Distribution lists. Remote desktop connectivity applications such as Remote Desktop and Windows Remote Assistance. MS Office Suite 2007, 2010. VPN and remote dial-in users. Support for laptop, desktops, and printers Configured iPhone, iPad, PDA, and Blackberry Support. Used Blackberry Enterprise Admin Tool to assist client with password resets, activation, and sync issues Others: Adobe Acrobat and other common desktop applications like WinZip, etc. Show less



Datrose

• United States
• Outsourcing/Offshoring
• 1 - 100 Employee

• Call Center Technician

  • Sep 2011 - Feb 2013

  Responding to incoming calls and assisting operators with questions regarding equipment operation, technical questions and repair. Perform check and verify details of the customer, service plan and any other specifications in Vantive record software. Resolve complex technical errors and deliver quality customer service with ensured customer satisfaction. Following established resolution procedures to ensure proper functionality. Provide technical assistance on average, 35-50 calls daily. Provide remote assistance using Windows remote assistance and Cisco VPN, helping customers with resolving technical issues and also as a teaching tool to demonstrate different functions and resolved any future issues. Create user accounts and changed permissions using MS Active Directory. Show less



IBM

• IT Services and IT Consulting
• 1 - 100 Employee

• Computer Operator Consultant

  • Jan 2010 - Dec 2010

  Monitoring, controlling, and operating complex computer systems, networks, application or distributed systems in a multi-vendor environment. Provided Tier II support within the systems management processes specific to customer requirements, and performing batch management when required. Provided phone support to customers that may have technical issues and needed troubleshooting assistance. Working knowledge of UNIX and Linux environment, command tools and utilities. Using program such as SAP, VXML, Windows OS, AIX HP, NMC, Tivoli, Telnet, SSH, Batch. Knowledge of SQL databases, database and table structures and how to use SQL commands in an operational environment. Used Microsoft Access to make sub-queries to resolve transfer issues that may occur with programs or files. Took on average about 40 help desk calls on each shift. Show less



IKON Office Solutions

• Retail Office Equipment
• 700 & Above Employee

• Customer Representative

  • Apr 2009 - Mar 2010

  Copied various documents and created large engineering documents for clients. Completed various courier runs and shipped packages using FedEx online. Troubleshoot copier machines for problems and created color documents and digital images. Provided reception coverage as needed. Copy and mailroom associate for local law firm. Completed high volume copy and bindery jobs. Copied various documents and created large engineering documents for clients. Completed various courier runs and shipped packages using FedEx online. Troubleshoot copier machines for problems and created color documents and digital images. Provided reception coverage as needed. Copy and mailroom associate for local law firm. Completed high volume copy and bindery jobs.



CARQUEST Auto Parts

• United States
• Motor Vehicle Manufacturing
• 700 & Above Employee

• Computer Operator II

  • Feb 2007 - Aug 2009

  Performed monitoring and troubleshooting operations systems and automated functions for one or more sites. Assists in the monitoring and basic troubleshooting of network technologies. Generate reports required. Assist in verifying the validity and clarity of computer reports and other output before releasing it from Computer Operations. Take appropriate follow-up action on all customer queries. Perform diagnostic and corrective procedures during malfunctions. Assist in recovery activities necessary to restore normal operations. Provided phone support to customers that may have technical issues and needed troubleshooting assistance. Used programs such as Linux/Unix, AIX, VMS, DOS, and perform basic commands through command prompt. Worked with FTP/SFTP protocols. Maintain disk, tape, and cartridge library. Show less



GTECH Corporation

• United States

• Systems Operator

  • Sep 2006 - Feb 2008

  Assist in the daily operation of computer systems. Systems monitoring and processing to include Unix/Linux, Windows Server, SQL Server and proprietary software. Provided phone support to customers that may have technical issues and needed troubleshooting assistance. Report all hardware problems to Senior Computer Operator or Computer Operations Supervisor. Used other programs such as Microsoft XP, SharePoint 2007, Excel, Outlook, PowerPoint, and Word Created procedure/process documentation. Follow the correct escalation procedures within Computer Operations and other departments. Maintain disk, tape, and cartridge library. Provide Software Hotline coverage. Took on average 20 help desk calls during shift. Show less