SUMMARY

• Provide advice and guidance on a wide range and variety of complex IT issues
• Identify and define business or technical requirements applied to the design, development, implementation, management, and support of systems and networks
• Conduct analyses and recommend resolution of complex issues affecting the specialty area
• Evaluate and recommend adoption of new or enhanced approaches to deliver IT services
• Test and optimize the functionality of systems, networks and data
• Ensure optimal use of commercially available products
• Represent the organization in interactions wif other organizations
• Provide technical leadership on group projects
• Interpret IT policies, standards, and guidelines
• Some technical editor expirience
• Working knowledge of supporting various IT platforms to include Wintel and Unix

PROFESSIONAL EXPERIENCE

Confidential, New York, NY

Responsibilities:

• Performed as the Live Online Subject Matter Expert (SME) and provide support to the General Customer Service Team as required
• Service all customers contacting Kaplan's Customer Care Center in a caring and professional manner
• Monitor ongoing Live Online class sessions to ensure smooth service delivery
• Report to management on a regular basis any issues encountered while servicing customers
• Accurately troubleshoot and process all service requests related to Live Online as well as traditional customers
• Suggest best practices and policy changes to CCC management based on student interactions
• Make out - bound calls to enrolled Kaplan students in an attempt to address service concerns or collect customer intelligence

Confidential, New York, NY

Responsibilities:

• Confidential between the Call Center and Technology departments to maintain open communications and support the call center
• Maintain and support Macintosh, PC, and Telecom equipment and servers
• 1st line of support to troubleshoot phone and technology issues for call center
• Escalation to Telecom and Technology teams
• Updating call center personnel of any technology issues and progress
• Maintain homegrown business system and Automated Process servers
• Check/restore back ups
• Assist wif day-to-day systems issues
• Inventory hardware and software for systems
• Update systems and procedures for Sarbanes-Oxley compliance
• Update current documents, processes and policies

Confidential New York, NY

Responsibilities:

• Troubleshooting to an extent of Personal Computer, Laptops and MAC
• Software support for Windows 2000, XP Home and Professional, Vista, MAC OS 8, 9, 10 and X
• Provide support for a numerous of online programs offered such as GMAT, LSAT, MCAT, NBDE, PMBR, SAT, PSAT, Instructor Support System (ISS), etc
• Troubleshoot Internet Security Software as needed
• Assist students on the phone and over email in a courteous, knowledgeable and timely matter
• Assist Kaplan students wif technical problems regarding their online course components and CDs
• Escalate found bugs to web developers and follow up on status of bugs
• Handle LivePerson chats for the Kaplan K-12 Online products
• Participate in QA of online products and services, website copy, and site navigation.
• Contribute to the improvement of business systems
• Monitoring and maintenance of Kaplan Business Systems and Servers

Confidential, Bronx, NY

Responsibilities:

• Provide assistance to students wif printing, copying, scanning and other hardware trouble-shooting needs
• Provides assistance to students wif computer applications, including Microsoft Office, Adobe Creative Suite and other applications installed on the Information Commons Pcs
• Performs routine computer and copy machine maintenance, including clearing printer jams, replacing toner and ensuring dat the needed supplies are in the Information Commons area
• Refers students wif research questions to the Librarian on duty
• Provide assistance on projects as assigned

Confidential, Hoboken, NJ

Responsibilities:

• Support for E-Business manager and department in general, including phone backup, setting up meetings, co-ordinate the ordering supplies for the department
• Assisting in the timely processing of non-automated events such as invoicing cash/check payments, credit card requests
• Help maintain product information files and spreadsheets
• Collect monthly reports and prepare monthly updates; preparation, proofreading, and organization for reports and departmental files
• Maintain the e-Business manuals and distribute when appropriate
• Assist in maintaining/updating customer query log for credit card transactions
• Assist e-Business Service Manager in compiling data/reports in reconciling Credit Card Company invoices
• Undertake special projects as required - collect and compile data, spreadsheets, etc.,

Confidential, Bronx, NY

Responsibilities:

• Hands on support for Windows 98, 2000, NT and Professional
• Computer imaging and ghosting
• Printer server maintenance
• Printer set up and maintenance
• Software and hardware upgrade.
• Creating and updating inventory logs for all computer equipment
• Maintaining backup tapes and logs for Windows NT Servers
• Providing equipment needed by teaches and other faculty members.
• Server maintenance, LAN Networking
• Tutoring Students in Technology Workshops
• Helping students and faculty wif any equipment problems in the Computer Laboratories
• Helping faculty members wif problems concerning computers
• Answering phones, data entry, filing and managing the work of Colege Work Study students