Download PDF

Work experience

Nov 2008Aug 2010

Consultant

Consultant

Client list:  Raytheon, Kforce, Careerrealism,

  • Provided support for enterprise IT solutions, including: desktop support services, voice/video/data integration, internetworking, helpdesk, and security solutions
  • Diagnosed and resolved customer service level three issues
  • Imaged and configured over 150 desktop/laptops for Liberty Mutual
  • Analyzed web site usage and implemented successful social media marketing (twitter-based) to increase web presence and brand awareness
  • Collaborated with a virtual team to increase daily traffic to site by 20%.
  • Collaborated and coordinated with multi-functional teams to perform and monitor OS upgrades from Windows 2000 to Vista
Aug 1999Nov 2008

Bank Officer Technical Lead

JPMorgan Chase

Transferred to department to perform critical production support for JPMorgan Chase

Treasury Services; worked as a team lead analyzing technical issues with sensitive client financial data transactions via phone interviews and database research. Developed and implemented effective procedural solutions, reflecting and addressing deep understanding of client needs

·Created heightened levels of efficiency and enabled more focus on technical issue resolution by developing improved processes and procedures for the network center. Increased team efficiency by 25%.

·Analyzed and monitored EDI and transmission transactions; reviewed and resolved errors

·Consistently rated 2nd highest for call volume and resolution.

·Created daily reports for business processing; highlighting recurring errors resulting in efficiency in technical issue resolution

Assistant Treasurer and Technical Officer (2000-2006)

·Provided E-Commerce web product support to external customers of the bank as well as internal clients

·Provide Security Administration process and training for external customers

·Collaborated with vendors, business clients, management, and application support teams in resolving internal and external technical incidents

·Assessed and analyzed unresolved escalated client issues; resulting in less downtime for customers and higher customer satisfaction rate of 25%

·Lead technician to setup and install VOIP client for call center and train employees new system

·Worked with QA team in software deployment and upgrades.

Mar 1997Aug 1999

Project Lead Technical Support

Inacom Corporation

 

Brought in to improve an expanding account at Fleet Bank. Strengthened the capabilities of a technical team. Managed department moves and changes: planned and coordinated logistics with multiple departments, developed schedule, forecast equipment needs; resulted in on-time, on-budget moves with minimal disruptions.

  • Led 5-person team providing technical support for 1000 employees insuring continuous office operations
  • Instrumental in assisting the merger and integration of Fleet and Sovereign Banks. Orchestrating and resolving all technical issues related to department moves and software/hardware upgrades.
  • Trained field technicians on proprietary software and customer service
Nov 1994Mar 1997

Business Analyst

Electronic Data Services
  • Analyzed, assessed and resolved client issues on desktop computers, phone systems, proprietary healthcare applications, mainframe and security systems; resulted in extremely high client satisfaction
  • Developed and implemented call center solution; resulted in improving phone coverage by 15% and improved customer service
  • Efficiently managed and resolved 60 client issues per day; resulted in becoming ranked the second highest Business Analyst
  • Trained 10 new hires

Education

Jan 2010Apr 2010

University of Southern Maine

Project Management Certificate Program 

Sep 1996May 1997

Clark University

CNE LAN Administration Certificate Program 

Skills

Windows
Technical expertise includes:  DOS, C++, JCL, Windows 3.1/95/98/NT/2000/XP/Vista, OS/390, UNIX,  Novell Netware v 3.11-5.1, Procomm Plus, Vantive, Oracle, Crystal Reports and Business Objects reporting tools, Wireless services, Tier 2/3 Level Support,  Social Media Expert Twitter, Linkedin and Facebook, Pursuing CISSP Certification and Cisco Certification;   ·      NT/Netware ·      A+ Certified ·      Crystal Reports/SQL ·      PeopleSoft ·      MS Office 97-2007 ·      Lotus Notes Suite ·      IT Security Administration ·      HTTP/HTML/XML ·      TCP/IP ·      IPX/SPX  ·      Custom Banking/Healthcare Applications ·      e-Commerce technical support ·      AT&T Audix/Intuity/PBX ·      Twitter Linkedin ·      QA Testing ·      EDI

Certifications

Oct 1998Present

Comptia A+ Certified

Comptia

Portfolio

CustomSmall

Accredited HP Platform Specialist

Summary

Experience in IT serving financial, healthcare and defense industries. Strong ability to work well in teams, develop innovative solutions, and drive toward team success and project goal achievement;able to provide quality, individualized customer service resulting in high levels of customer satisfaction