WORK EXPERIENCE

Customer Care Systems Analyst

confidential

Responsibilities

Customer Care is the vehicle through which we create synergy with our customers. Our Customer Care group maintains close and ongoing working relationships with all customers to ensure they get the most out of our solutions and any support issue is met effectively and in a timely process.

Installation and Training Services

• Whether onsite or utilizing remote access tools, we are able to consistently install our products with a minimum of customer impact and train all relevant staff on their use. By working co-operatively with site staff and corporate IT groups, our Customer Care technicians are able to successfully implement interfaces with existing systems and networks. We do what is necessary to ensure our products are effectively integrated into existing plant systems.
• Plants and terminals are subject to change with alterations in one part of the process often affecting other systems. Using comprehensive support tools our Customer Care team can:
• Access a troubled system from anywhere in the world,
• Make software and database upgrades as necessary at any time. Support systems 24 hours 7 days a week

Retail Operations Field Service Specialist

confidential

• Retail Operations Field Service Specialist is to provide professional service and support for Tops Markets associates and management by performing field service repairs and maintenance of electronics and computer equipment. The Field Service Specialist will work within the guidelines, established by the Corporate Vice President and board of directives, and will follow the established procedures from Standards Operations Procedures when representing TOPS Markets.
• Typical duties include, but are not limited to the following: Installation- technical consultation and installation assistance to on-site personnel or contractor Startup- Customer pre-consultation, site readiness preparation, startup monitoring, assist and train Equipment Maintenance perform routine maintenance on all serviceable equipment
• Repairs repairing machines and systems, including rebuilds and warranty products such as HP, Dell, IBM, NCR, Motorola, Zebra, Lexmark's.
• Troubleshooting and Help Desk documentation using Remedy Ticketing System to note local Knowledge base system.
• Equipment selection-determining correct tools and equipment required to perform the job Record Activity complete service reports, record repairs, warranty and maintenance performed
• Full Time Associate for Tops Markets LLC, Buffalo, NY Travel-Road Warrior up to 100 of NY / VT

Security IT Risk Management

confidential

Enterprise Security IT Risk Management consultant for GE Corporate. Using security tools to handle business continuity for over 1000 servers with knowledge of Unix, Linux, Microsoft Group Policy, and ESX Virtual Server platforms. Maintain and handle various technical utilities for high security solutions.

Computer Systems Technician

confidential

Responsible for resolving help desk requests dealing with vendors for warrantied electronics, complete maintenance and repair for over 400 clients including all users/staff/students for logged knowledge base ticketing system. Duties included resolving technology problems. Application updates/patching for numerous servers and PCs. My System Administrative abilities include UNIX, Linux, Microsoft Group Policy and ESX Virtual Server platforms. Proper procedures were to maintain various hardware/software products and utilities. Multiple monitoring systems used to backup SAN storage solutions in Networking Operations. Proper documentation was implemented, in a detail ticketing systems, for help desk support. Other responsibilities involved learning new technology solutions including computer hardware systems, SMARTBOARD Technology, iPads iPhones, and wireless networking topology.

Infrastructure Support Consultant

confidential

Supported high reliability, disaster recovery, and business continuity for over 300 servers and pcs. Hardware topology was made up of UNIX, Linux, Microsoft, and Virtual Server platforms. Maintain and handle various VERITAS Utilities for backup storage solutions. Work with Robotic Tape Libraries and Virtual Tape Libraries. Roll-out for new Backup implantation, NetApp application Virtual Snap Vaults. Maintain many Networking Operation Monitoring applications. Developed documentation, specifications, policies, and procedures for a Ticketing Logging systems for over 3,000 clients/users/staff.

Computer Networking Consultant

confidential

Senior systems support contractor for GE Energy. Duties were to maintain security implementation with Active Directory execute virus protection removal procedures. Update hardware/application software for different PC and Server platforms. Documentation with troubleshoot skills for PBX VOIP phone systems, Exchange mail systems, and SQL/Oracle Databases. Help desk support for various types of printers/copiers.

Senior IT Specialist

confidential

Complex Network Infrastructure consultant, monitored outsourced Exchange environment, patched and maintained local DHCP Servers and DMZ Servers for multiple OS Languages from Windows, MACs to Open Source platforms. Security proficient for port configuration on music/video servers. Wireless/WAN LAN maintenance and repair, with cabling and security implementations. PBX and VOIP Infrastructure decision implementation and purchaser.

IT Systems Administrator

confidential

Primary technical contact for subcontracted companies. PC /Printer Maintenance repair Technician for several types of Network Systems. Wireless/WAN - LAN Cabling Installations, knowledge of multiple OS Platforms: OSX, Windows, and Unix/Linux systems. Security implementation with Spyware trouble shooting, and removal. Experience with SQL Databases. Firewall Hardware and Spam Filter units.

SKILLS

A Hardware Software Certified, Network Certified, Microsoft Certified Professional, Systems Certified - IC3