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I am an IT professional with 7 years of experience in managing and maintaining multiple systems in varied environments as well as a proven leader in technical and non-technical team environments with technical expertise in Microsoft Exchange. I have excellent soft skills including business process awareness, inter-department communication, and customer service, obtained by working on critical issues and with teammates located in various parts of the US as well as outside of the US.

Work experience

Jun 2004Present

Supervisor, Technical Support

GFI Software


  • Implemented software compliance policy
  • Created solutions using Microsoft CRM v1.2-3.0
  • Deployed Live communication server internally to facilitate communication across business units
  • Created new employee training and testing program
  • Created performance metrics for staff evaluation
  • Developed support department Knowledge Base
  • Virtualized test environment using VMWare Workstation 5

Essential Duties and Responsibilities:

  • Scheduled staff to adequately handle call volume on any given product at any point in time
  • Supervised personnel activities of staff (i.e.; trains, appraises, motivates, etc.)
  • Supervised technical support functional activities for all products and contribute to overall service
  • Oversaw and/or resolved customers’ problems in the areas of systems configuration/setup, product functionality and bugs/enhancements
  • Ensured problems were referred, as needed, to the appropriate personnel/service areas for follow-up, testing and troubleshooting
  • Acted as a primary liaison between customers and company for product problem resolution
  • Promoted and maintained a high quality, professional, service-oriented company image among users
  • Provided input into performance appraisal of assigned staff
  • 3rdLevel technical Support in Critical situation
  • Analyze Metric Reports and graphs
  • Conduct department meetings as determined by 1st Line Management
  • Interviewed and hired new applicants
Feb 2003Jun 2004

Technical Support Engineer

GFI Software


nCreated 50 node Active Directory based test network environment

nDesigned and led new hire connectivity and email systems training

nCreated and implemented Brooktrout fax board customer loaner program

Essential Duties and Responsibilities:

n1st and 2nd Level problem research.

nCreate new knowledgebase articles to capture information for reuse.

nProvided remote assistance using GoToMeeting, GoToWebinar and Citrix.

nLotus Notes and Exchange mail systems Subject Matter Expert.

nUser account maintenance using Enterprise Administrator and ELVIS Infosource.

nHandle close loop process for supported accounts and track open/closed problem records.

nAlert 2nd level support when wide spread problems occur.

Jun 2001Dec 2002

GlaxoSmithKline - Level II Help Desk Technician

Tech Resource Group Inc.


nDeveloped accurate Service Level Agreements for the support team

nTrained department staff in Exchange and Domino interoperability, increasing productivity substantially.

Essential Duties and Responsibilities:

n2nd Level problem research.

nEscalation point for SB Heritage and GW Heritage support teams

nResolved Remoteware/SFA/GW Online connectivity issues.

nProvided remote assistance using pcAnywhere.

nCreated solutions with Knowlix Frontline Author.

nDesigned and led new hire connectivity and email systems training

nLotus Notes and Exchange subject matter expert.

nUser account maintenance using Enterprise Administrator and ELVIS Infosource

nHardware repair: Dell C500/600 Series desktops and laptops, Compaq 3200 Series desktops and laptops

nInstalled and troubleshooting of LAN devices (Cisco 2400/2500 series routers, Cisco 4000/5000 series Catalyst switches and hubs)

Jun 2000Jun 2001

SmithKlineBeecham–GlaxoWellcome Help Desk Transition Team Lead


nDeveloped performance metrics for phone and email technicians

nCreated training program for combined teams’ staff members

nCreated workflows for customer and technician interaction

Essential Duties and Responsibilities:

n2nd Level problem research

nSFA integration between SB Heritage and FSS teams

nResolved Remoteware connectivity issues

nMigrated users from Powerline to Passport

nCall recording using Vantive and Remedy

nSupported domain migration from WindowsNT to Windows 2000

nTerritorial alignment database maintenance

nTechnically led a team of 18 peers


Diploma, Information Technology