Experience

EMC2

• Civil Engineering
• 1 - 100 Employee

• System Administrator IT Pro

  • Aug 2011 - Present

  Consistently met company service agreement regarding call resolution. Managed incoming calls from customers with a variety of issues in a timely and efficient manner in various environments. Ensured continuity of service by specific thorough documentation of issue resolution. Effectively maintained a balance of customer service and company impact when resolving customer issues. Utilized available company assets to satisfy disgruntled customers efficiently. Effectively communicated with employees at various organizational levels. Customer Liaison Resolved escalated customer calls in a supervisory capacity. Collaborated with other departments in order to best meet customer needs. Sales Liaison Performed needs assessment, product review and procurement advice for software and hardware and advised customers of recommendations. Ensured customers' orders were fulfilled by managing the procurement process. Technical Service Effectively resolved hardware issues to minimize downtime and stay within company service agreements. Managed Windows NT and Windows 2000 LAN and WAN connection issues for 5 contractual clients (estimated 6000 end users). Led security processes by validating access to client networks by assigning and authorizing agent identifications for Windows NT and Windows 2000 servers. Rebuilt/Upgraded/Installed software for client workstations using PC Anywhere. Administered printers and Windows NT and Windows 2000 servers via remote access. Resolved UNIX Server and workstation issues. Solved configuration conflicts and improved software performance and user satisfaction levels. Software/Application Experience Operating Systems Windows 3.x Windows 95, 98 Windows 2000 Windows NT Lenox Unix AS400 Networks Windows NT Windows 2000 Novell (working knowledge) Software Tools Database files to support ETL process ASCII EBCDIC Various help desk ticket tracking software MS Office (Word, Excel, Access, PowerPoint) PC Anywhere Show less



Jordan Federal Credit Union

• United States
• Financial Services
• 1 - 100 Employee

• System Administrator

  • 2006 - 2010



Jordan Credit union

• System Administrator

  • Mar 2006 - Mar 2009