Mid-Level Technical Support Professional
Troubleshooting & Analysis | End User & Customer Relations | Project Management
Accomplished, goal-oriented Mid-Level Technical Support Professional with a Microsoft Certified Solutions Expert (MCSE) certification and 10+ years of comprehensive Information Technology background. Demonstrated a strong power of analytical reasoning in troubleshooting and resolving complex software, hardware, desktop, laptop, network, and peripheral issues. A dynamic leader in initiating and managing complex IT projects, overseeing cross-functional personnel, and training large groups of professionals in India and the United States. Performed hands-on administration, monitoring, troubleshooting, and repairing computers, laptops, and peripherals with the aptitude to manage hardware maintenance, software installations, and system upgrades.
*Established strengths in planning, scheduling, strategy, and adaptability with the ability to achieve strict deadlines.
*Managed priorities efficiently with a keen talent to provide end-user technology support.
*Demonstrated success as a Project Manager for corporate acquisition technical migrations, application enforcement, and information management initiatives.
*Highly praised problem-solver able to communicate with all users at all levels of technical proficiency.
Microsoft Certified Solutions Expert (MCSE), Microsoft Certified Professional (MCP)
Platform: Windows Server 2000, 2003, Outlook/Exchange, Novel, UNIX, Veritas Exec NetBackup
Operating Systems: Microsoft Windows 7, 8, 8.1, 10, MAC OS X
Hardware: PCs, MACs, desktops, laptops, printers
Microsoft Suites: XP, 2003, 2007, 2010, 2013, Office 365
Applications: Microsoft Office: Word, Excel, Outlook, PowerPoint, SharePoint, Access
Customer Relationship Management Administrator01/2010 to 01/2017APECLake Odessa, MI
Promoted to manage and coordinate the design, development, and execute the new CRM database.
Collaborated with management and team members to establish requirements, migration of data, and clean up of duplications.
Oversaw daily operations, resolved bottleneck issues, and simplified workflow process to improve operational efficiency and increase user productivity.
This position required 15% of travel.
Played a pivotal role in the rollout of CRM application and updates through developing a communications strategy to warrant a flawless implementation providing a seamless transition and no downtime due to careful planning and strategic resource distribution.
Demonstrated hands-on technical proficiency by creating and editing CRM dashboards, forms, and workflows.
Spearheaded new procedures for Help Desk documentation, enabling the development of an all-inclusive knowledge base of common issues and resolutions to increase system stability and staff productivity.
Commended for quick responses and deliver quality technical support for users on a remote basis, as well as by phone and email by resolving 95% of issues on the first call without escalation.
Transition/Communication/Project Manager01/2006 to 01/2009BANK OF AMERICANewark, DE
Served in multiple capacities for the prominent financial institution, including supporting 20,000 MBNA Associates, 3,500 US Trust Associates, 6,000 LaSalle Associates, and 37,500 Countrywide Associates transitioning to the bank's existing email and BlackBerry platforms.
Assisted in the seamless migration of Outlook 2003 to 2007, Lotus Notes to Exchange for email and shared mailbox accounts.
Produced detailed documentation regarding technical resolutions and bank policies.
The position required 40% of travel.
Effectively acted as Project Manager by spearheading LaSalle and Countrywide migration survey and Merrill Lynch, LaSalle, and Countrywide conference room migrations providing daily postings of technical issues, resolutions, and escalations on SharePoint.
Played an instrumental role in companywide email migration project from the financial institution's legacy platform to the Bank of America's environment in developing step-by-step training manuals for end-users to ensure a smooth transition.
Consistently recognized as a subject matter expert: authored Help Desk manuals, Frequent Asked Questions and web communications to facilitate the migration process.
Partnered with Exchange, Outlook, Security, and Technology Operations to create documentation for offshore associates to manage Help Desk issues for Merrill Lynch migrations.
Unwavering commitment to clients with the ability to build productive relationships, resolve complex issues and to earn client's trust.
Recognized for excellent problem-solving skills and patience in dealing with frustrated users.
System Administrator Assistant01/2004 to 01/2005CECIL COUNTY HEALTH DEPARTMENTElkton, MD
Effectively maintained connectivity across Microsoft Windows, Novel, UNIX, Norton, Symantec, and Veritas platforms.
Served as initial point of contact, providing quality technical assistance to seven departments with network and desktop support in a 150+ user environment.
Skillfully diagnosed and resolved network, desktop, hardware, software, scanners, and printer issues.
Successfully managed and maintained all server hardware, operating systems, software, and procedures affiliated with organizational standards while administrator was out on maternity keeping projects and deliverables under control so business operations can flow smoothly.
Trained employees across multiple departments at the user's desk on network operations including log-in procedures, permissions, and printing issues, and Microsoft Office applications.
Identified and resolved network, hardware, software, and end users issues quickly in resolving them 95% while delivering outstanding friendly and courteous customer service.
System Administrator Volunteer01/2002 to 01/2004St. Anne's Episcopal SchoolMiddletown, DE
supported 350+ students and administration.
Successfully met the deadline in rolling out Microsoft applications and patches on windows workstation without disrupting school class time.
Education and Training
Associate of Science Degree: Computer Information Systems/AccountingBaker CollegeFlint, MIComputer Information Systems/Accounting
MCSE (Microsoft Certified Systems Engineer) | Computertraining.com, Newark, DE
MCP (Microsoft Certified Professional) | Computertraining.com, Newark, DE
Active Directory, Microsoft applications, business operations, Cisco, com, Hardware, CRM, client, clients, customer service, database, desktops, DHCP, documentation, DNS, editing, email, financial, forms, Help Desk, LAN, laptops, Lotus Notes, MACs, MAC OS, Access, Microsoft Certified Professional, MCP, Microsoft Certified, Microsoft Certified Systems Engineer, MCSE, Excel, Exchange, Microsoft Office, Microsoft Office applications, Office, Outlook, PowerPoint, SharePoint, Microsoft Windows, Microsoft Windows 7, windows, 2000, Word, migration, modems, network, Networking, Norton, Novel, Operating Systems, organizational, policies, printer, printers, problem-solving skills, quality, quick, routers, scanners, strategy, strategic, switches, Symantec, TCP/IP, technical support, desktop support, technical assistance, phone, training manuals, UNIX, Veritas, NetBackup, VPN, WAN, Windows Server, workflow
Associate of Science Degree : Computer Information Systems/Accounting MCSE (Microsoft Certified Systems Engineer) | Computertraining.com, Newark, DE
MCP (Microsoft Certified Professional) | Computertraining.com, Newark, DE
Create a job alert for [job role title] at [location].