TECHNICAL TABLE:

Skill:

Windows Operating Systems Xp, Vista, WOS7 - 10years - Expert
Window Servers 2008/ 2010 - 4years - Expert
Windows PowerShell - 3years - Expert
LAN/WAN - 5years - Expert
MS Office - 8years - Expert
Apple Software Maintenance from
current Mountain Lion OS to Snow
Leopard OS - 5years - Advanced
VPN - 3years - Advanced
TCP/IP - 5years - Advanced
Switches (Dell, Cisco) - 3years - Advanced
Routers - 4years - Advanced
Ubuntu - 4years - Advanced
Avaya - 2years - Advanced
SQL - 2years - Advanced
PHP MyAdmin - 2years - Advanced
Microsoft Access Database - 2years - Advanced
Active Directory - 2years - Intermediate
Exchange Server - 2years - Intermediate
Firewalls - 2years - Intermediate
SAN Storage - 1year - Intermediate
Linux - 2years - Intermediate
Adobe CS5.5 Development - 3years - Advanced
InDesign Card Development - 3years - Advanced
Maintenance for Xerox Copy Center
Machine Work Center 7775 Color Copier - 3years - Expert
Maintenance for Xerox Copy Center
Machine Black and White Copy Centers - 3years - Expert
Citrix - 6years - Expert
Siebel7, 8, and 9 4years Advanced
Quality Monitoring\Tape backup and restore
procedures - 3years - Advanced
Knowledge of Tape backup and restore
Procedures - 3years - Advanced
Java Script - 5years - Advanced
Vista Print Media Software and Design - 2years - Expert
Business card Indesign and Development - 2years - Expert
Kronos Timekeeping - 3years - Expert
Firmware implementation specific
to eReaders/portable printers/scanners - 1year - Intermediate
Driver Software updating/implementation
Specific to eReaders/portable printers/scanners - 1year - Intermediate

PROFESSIONAL EXPERIENCE:

Confidential, February 2012-June 2012
Technical Support

• Active Directory: Built the active directory on the exchange server using Windows Server 2008.
• Experience with Exchange Servers: 2003/2007/ 2010.
• Lead the configuration of Windows Server Platforms, Mac IOS Platforms, Ubuntu Servers, etc. Used for RFDTV’s broadcast and digital environment.
• Expert with most if not all trouble shooting and recovery data [if not familiar, have the unique ability to learn new and upgraded troubleshooting for most if not all systems]. Trouble shoots Printers and PC Connections.
• Trouble Shooting and utilizing: RDP, TRACERT, Ping, Logmein, VNC, etc.
• I was responsible for creating multiple platforms while maintaining the best possible performing network on a large accessible scale. Once the existing platforms (that I created) had been defined and configured, I was responsible for maintaining/documenting server storage and bandwidth allocation, installation, and security of any and all platforms that I had built. Specified all necessary reconfigurations of hardware, servers, and platform processes on the network.
• Ticketing System used was Drupal.
• Developed monitoring tools and documentation that proactively identified any and all problems within the system and with their applications and networks, resolving any and all issues within that network.
• Aggressively took it upon myself to lead any and all problems to proper resolution.
• Lead Windows Servers/Workstations (both Mac OS and Windows) administration policies and procedures.
• Created/executed all necessary updates for all standard (Windows and Mac OS) and non-Standard (Linux/Ubuntu) operating systems.
• Coordinated and facilitated activities with vendors making sure to properly escalate to the proper support teams.
• Created and implemented all necessary system changes, jobs and system maintenances.
• Worked with teams to follow-up on bugs and known issues, introduced prior to the follow-ups.
• Was required to have programming experience to update website through special programs such as; phpmyadmin, access database, etc.
• I was required to know VoIP systems and have to have a clear and concise ability to communicate issues in a less than technical environment.
• Consistently demonstrated the ability to proactively solve problems using my excellent trouble-shooting, communication skills using my customer service knowledge and past experience.

Confidential - Omaha, NE August 2011 – February 2012
Technical Support

• Tier “3” Support.
• Taking inbound technical calls one client based calls and emails for EMS Inc.
• Open tickets both internal (employees) and external tickets (cliental customers).
• Troubleshoot all E-Readers network connectivity issues for both internal and external using developed ticketing system.
• Assisting our client Pandigital's Customers on any and all product issues that were needed.
• Implemented my Comprehensive Needs and Assessment Strategy Mechanism (that I developed) for each call and email to ensure that the solution I deliver for that Customer is the best overall solution to fit their needs.

Confidential, Bellevue, NE May 2011 – August 2011
(assigned by staffing agency Modis Staffing)
Technical Support Consultant

• Tier “2” Support.
• Ticketing System Chats, Emails, and over the Phone Support for a single based client
• Opened ticketing system to resolve both Internal (employees) and External (cliental customers) issues.
• Contract job for Modis’ client: Cosentry to work as a Tecnical Support Associate, taking inbound technical calls for their client.
• Regularly used Active Directory and Exchange.
• Trouble Shooting both PC’s and Printers, both internal (employees) and external (cliental customers).
• Among inbound calls, also took inbound emails and live chats for this client to assist their Customers on any and all technical issues they had with their Comcast accounts making sure to use and implement my Comprehensive Needs Assessment Strategy Mechanism for each call, email, and chat to ensure that the solutions I delivered for their Customers were the best overall solutions meet their needs.

Confidential, Omaha, NE September 2009 – February 2011
Senior Behavior Analyst

• Monitored and measured the behaviors of Fortune 500 Companies (Discover, Verizon, American Express, etc) Customer Service Agents in an attempt to improve both their quality and productivity.
• Did a number of live monitoring for a variety of clients. Clients being fortune 500 companies such as Verizon, Discover, & American Express, even sitting in listening to these calls with the heads of these Companies at times to assist in improving their overall bottom line through Customer Satisfaction with Quality monitoring.
• Was assigned at times to train Behavior Analysts (new employees) to acclimate themselves to the large compendium for the clients that they would be assigned to
• Did 60 percent of the work for their largest client (American Express).
• When American Express decided to launch Live Chat throughout their call centers it was up to me to write its compendium, using our rules and regulations as a guideline for their Agents to follow for chat flow set up
• Was Promoted from Level 1 Analyst to a Level 3 Senior Behavior Analyst in less than a years’ time of my hire date and was TPGs Employee of the Month in under a years’ time of my hire date (employment of the month in August of 2010)

Confidential - Omaha, NE May2008 – March2009
Call Center Manager/Call Center Floor Coordinator

• Managed 18-30 Customer Service Representatives in Real Time who took inbound calls for cliental: DirecTV
• Monitored those Customer Service Representatives calls in an un-objective quality assurance format
• Accountable for having agents meet goals and deadlines for the team numbers on a weekly basis including average call time, bill to pay, transfers, attendance, etc.
• Formatted information and imputed my teams and sometime other Manager’s Teams weekly numbers in formula format using Microsoft Excel for weekly reporting to the Site Director and the Client
• Checked if hours worked equaled hours paid and corrected any errors in the time keeping software known as KRONOS
• Wrote an additional KRONOS Time Keeping Management software when the initial KRONOS software would ‘crash,’ so that myself and other managers could keep track of attendance and so the attendance would not go into the ‘Red.'
• Enforced and documented corrective actions on any agent who violated company policies and or procedures following Human Resources Guidelines (enforcing with final approval from HR)
• When we had our hiring ramp (looking to hire up to 350 new Agents), I was pulled away from the Management role and worked with our Technical Department to build new cubicles, program computers with the systems that we were using at the time (Seibel 7 or 8, KRONOS etc.). Build, wire and program all the new 4200 series Avaya Phones to those newly installed computers and cubicles to make sure they could take those incoming calls
• Was asked to do all of this as I was the only Manager with Avaya Phone/Server experience and computer programming experience so I was asked to assist the Technical Department, and later reassigned to the role/title Call Center Floor Coordinator
• Was primarily promoted from a Customer Service Representative to the Manager position within 3 months of my hire date due to my professionalism, hard work, dedication to the client, knowledge of the product, and overall qualifications.

Additional Work History available upon request

Additional Skills

Office Manager Skills and List of Skills:

• Superb organization skills
• Good communicator
• Excellent at multitasking and can handle many assignments at once
• Ability to prioritize independently
• Excellent decision Maker
• Excellent Project Management abilities
• Good Judgment and decision making skills
• Accuracy and punctuality
• Willing to stretch extra hours to complete any assigned work
• I am an experienced team leader Influencing leading, and delegating abilities
• Ability to initiate/manage cross-functional teams and multi-disciplinary projects
• Critical thinking, decision making, and problem solving skills
  

IT Network Admin Skills and list of skills:

• Planning and organizing with expert organizational abilities
• Result oriented with the ability to achieve the target within any given time
• Excellence Communication skills with experienced negotiating skills and conflict resolution.
• Adaptability to be efficient under pressure, always meeting deadlines
• Strong Prospecting with account management and closing skills
• Ability to learn new and updated software at a moments notice
• Sales characteristics such as: Comprehensiveness and Accountability
• Quickly developing and maintaining either small or large networks for large or small networks
• Quickly developing and maintaining relationships with my clients
• Maintains a level of Professionalism, diplomacy, and tactfulness to generate the company image
• Strong Networking Skills