OBJECTIVE:

Customer service focused Technical Support Specialist with 9 years career experience in help desk environments. Highly adept in systems analysis diagnostics and troubleshooting and conflict resolution. Exhibits excellent organizational and problem - solving skills. Works well in team environments and displays strong work ethic.

WORK EXPERIENCE:

Support Tech

Confidential, Dundalk Md

Responsibilities:

Monitor the overall health of identified systems. Served as the key liaison and advocate between Service Delivery teams and the client as well as between outside vendor application teams, internal account managers and IBM technical teams. Handled Change Management process and Change Control procedures to meet client's contractual specifications and ITIL methodologies. Interfaced with IBM technical teams and outside vendors to ensure that GMAC infrastructure servers were compliant on Patching and OS modifications. Utilizing crisis management and SWAT analysis, managed critical events; driving through to resolution and providing status updates to all stakeholders and client executives. Provided formal Root Cause Analysis to executive management for complex SLAs

IT Support Tech

Confidential, Columbia Md

Responsibilities:

Provided metrics to upper management and client with recommendations for improved service to ensure that contractual Service Level Agreements (SLA) were met to guarantee retention of the account Participated in New Work requests to alter how Help Desk Service was provided to client end-user population Participated on the Project Team effort to transition 75% of support to US and Europe; Responsible for ensuring smooth transition and quality of services delivered for newly outsourced support model. Participated in the Change Control process to avoid impact to applications, web pages and the Call Center Enter commands, using computer terminal, and activate controls on computer and peripheral equipment to integrate and operate equipment. Other responsibilities were Active Directory administrator; provisioning for the different user groups, permissions to user community, account resets, adding directories to users, and user terminations. Monitor the system for equipment failure or errors in performance. Monitored IBM 3090/600 and AMDAHL MVS mainframes. Utilized TSO and SDSF Notify supervisor or computer maintenance technicians of equipment malfunctions. Respond to program error messages by finding and correcting problems or terminating the program. Read job set-up instructions to determine equipment to be used, order of use, material such as disks and paper to be loaded, and control settings. Operate spreadsheet programs and other types of software to load and manipulate data and to produce reports.

MVS help desk Analyst

Confidential Winston-Salem, N.C.

Responsible for supporting local and remote Confidential Companies. Monitored IBM 3090/600 and AMDAHL MVS mainframes. Utilized TSO and SDSF to view job activities, printers, lines and nodes. Logged incident reports and communicated via email using Lotus Notes. Worked closely with system programmers and PC helpdesk staff in resolving various issues. Monitored and maintained multiple DB2 production systems (IMS, CICS, MIM, TPX, Net View).

Network Admin/AS400 programmer

Confidential, Elizabethtown NC

Responsibilities include Installs, configures and upgrades to user operating systems and software, using standard business and administrative packages; may modify specific applications for use in operational departments. Manage and update user configurations. NetMeeting Administration, also VOIP Video conferencing management. Make adjustments to programs as needed; network infrastructure and peripherals such as printers, scanners and related hardware; Monitored IBM 3090/600 and AMDAHL MVS mainframes. Utilized TSO and SDSF. administering IBM Servers like i520, i570

Staff IT Instructor/Support

Confidential, St. Pauls NC

Responsibilities included Configuring, installing and troubleshooting computer hardware and software, providing equipment for use by teaching staff and student body develop and maintain written documentation for procedures and usages user technology and software, managing all aspects of computer based education testing procedures, conducted technology training sessions for faculty and teaching staff, assisted in library technical support functions as well other duties as assigned.

Technical Support Rep

Confidential, Raleigh NC

Responsibilities included Configuring, installing and troubleshooting computer hardware and software, providing equipment for use by teaching staff and student body, develop policies and procedures for use in a technology lab, managing all aspects of computer based education & testing procedures, conduct technology training sessions for faculty and teaching staff, assisted in library technical support functions as well other duties as assigned.

Project Planner/remote tech

Confidential, Linthicum MD

Responsibilities:

Responsibilities included providing technical support of MS OS (WIN 2K, XP, NT, WIN 98, 2000 professional, and also Black ICE™ security system for remote users). Within the responsibility of keeping user community up to date, I had to keep track with computers and peripherals ordered by departments within the company. Down loaded and posted information on various applications on a periodic or scheduled basis. Evaluated new computer software and hardware for possible purchase. Prepared operating procedures and instructions for users of new software, and taught end users how to use the software. Applied system updates as needed. Time was equally split with admin duties that required logging, documenting and updating customer files daily.

Project Planner (contract)

Confidential, Baltimore MD

Responsibilities include the scheduling, and deployment of rollout dates for new software. Worked closely with software engineering unit for the configuration and installation of new computer hardware, and software. Responsibilities also included the scheduling and overseeing branch and campus software deployment. Also responsible for scripting, testing new batch jobs, and software packages to 2000 + campus users.

Support Associate

Confidential, Greensboro N.C.

Responsibilities:

Provided 3rd level desktop PC, and technical support to end-users. Log and troubleshoot hardware and software issues. Set up new accounts for users. Load software to user desktops using SMS. Monitor and trouble shoot for dial-in users. Monitor and run AS/400 functions.

Confidential, Winston Salem N.C.

Lead Computer Operator

Responsibilities:

Provided first and sometimes second level desktop PC technical support to end-users. Troubleshoot any hardware problems that may cause operational malfunctions. Logged all helpdesk support calls taken using helpdesk software.