Technical Consultant, II Resume Example Automatic Data Processing

TECHNICAL CONSULTANT, II

Qualifications

Windows-based environments, operating and maintaining computing and peripheral equipment, and communicating with software and hardware vendors to ensure business continuity. Knowledgeable of computer programs to include Microsoft Office Suite; Microsoft Project; Ethernet 802.X; Active Directory; Java; HTML; TCP/IP; Windows O/S; network configuration and troubleshooting; voice/data networks; LAN/WAN administration; ISDN; Frame Relay. AREAS OF STRENGTH AND EXPERTISE
Cross-Communications
System/ Network Administration
Strategic Planning/Analysis
Training and Development
Resolution Management *Project Management
New Process Development
Testing and Implementation
Resource Allocation *Application Management
Troubleshooting
Case Management
Customer Service

Work Experience

Technical Consultant, IIJan 2007 to Current
Automatic Data Processing － Jacksonville, FL

An essential representative recruited to solve advanced complex technical problems in a fast-paced environment.
Credited for cultivating new solutions and procedures to meet best practice implementations.
Influential in setting standards, installation guidelines, and maintenance of consumer solutions safeguarding customer satisfaction and retention.
Provide assessments and troubleshooting for payroll and Time Keeping software.
Drive research for technological solutions to satisfy client requirements.
Create project plans and assist with project management, including project planning, quotes, and planning installations.
Facilitate ongoing technical support to customers, developing procedures as needed.
Coordinate product installations, upgrades, and ongoing maintenance needs for smooth operation of applications.
Analyze individualized client skills and provide training for clients based on needs and overall knowledge base.
Edit customized interfaces to/from other products, testing and gaining client approval and sign-off.
Complete ADP Product upgrades successfully.
Recognize potential client technical/ non-technical issues and escalate when needed, based on established processes.
Assume ownership for all inquiries from start to finish to the client's satisfaction and in a timely manner.
Key Accomplishments: Credited for facilitating top-tier technical support to more than 200 callers weekly.
Successfully managed Clarify, an internal ticketing system, to document and track customer interactions.
Actively support customer service improvement efforts by participating in employee proactive plans.
Lead professional development activities including: training, mentorship, and coaching of internal programs.
Achieve all call center benchmarks as established by Client Services management.
Proactively research new solutions to ensure issue resolution and effectively respond to client questions and concerns.
Follow up on Quality Surveys to implement strategic efforts to improve client satisfaction.
Identify areas of opportunity revenue based on criteria defined by management.

Technical Support SpecialistJan 2006 to Jan 2007
Thompson NETg － Scottsdale, AZ

Assessed and prioritized issues collaborating directly with customers to ensure proper resolution to issues including trouble ticket management and supervision.
Differentiated between non-critical and critical problem symptoms, and devised solutions, performed reporting and implemented acceptable fixes and/or patches for issues.
Planned and coordinated all application needs and ensured they were thoroughly tested and successfully deployed.
Worked with development teams and provided root-cause solutions to recurring issues.
Established and contributed to all key departmental operating procedures around governance, project management, software lifecycle management, and change management.
Provided application support to internal users including the in-depth analysis of technology solutions.
Instituted safeguards to ensure compliance with business processes, customer requirements, and end-user configuration planning and documentation.
Provided technical support to 130+ callers weekly, employing well-honed analytical thinking skills to accurately isolate and resolve computer problems.
Demonstrated an unwavering commitment to ensuring top-notch service: Consistently maintained customer satisfaction levels of 98% or greater.
Initiated programs to elevate and enhance service delivery.
Administered an internal ticketing system to accurately document and track customer interaction.
Actively supported customer service improvement efforts by navigating introduction of third shift to serve global customer segment.

Project ManagerJan 2006
DeVry University

Created and maintained all technical documentation supporting IT operations.
Met with project teams to ensure successfully monitoring practices of new and existing project guidelines and tasks.
Completed multiple individual and collaborative projects for larger group tasks.
Tracked performance and developed opportunities to continuously improve IT and project quality.
Evaluated and refined project processes to ensure accurate and timely completion and problem resolution.
Recognized for excellent technical resolution, project satisfaction, and on time completion.
Key Accomplishments: Conducted IPv6 (Internet Protocol version 6) business needs analysis plan for Peoria Unified School district in Arizona.
Formulated a detailed network diagram to address all areas of concern and operation.
Applied dynamic project planning abilities to devise rollout timetable, arrange training schedules, facilitate team meetings, and provide school district with detailed report of security concerns.
Researched, identified, and assembled itemized list of all workstations in school district's two main buildings.
Held IPv6 training session for LAN technicians to enable accurate and efficient troubleshooting.

Customer Service TechnicianJan 2004 to Jan 2005
Honeywell- Global Consultants Inc － Phoenix, AZ

Installed assessed, monitored, maintained, and repaired equipment daily to uncover failures and provided corrective action plans.
Proven skillset in diagnosing and troubleshooting problems associated with the daily operations and systems.
Provided technical guidance in establishing operation, maintenance, and inspection procedures and techniques while focusing on improve functionality and performance.
Worked as a "team member" to operate and maintain an environment while ensuring expedited maintenance repairs of production equipment including replacing failed components.
Key Accomplishments: Proactively liaised with all key stakeholders and responded to 60+ inquiries daily regarding rental of airplane parts for commercial and private aircraft.
Expeditiously ordered requested parts, coordinated distribution, and ensured timely receivables.
Maintained an up-to-date list of part shortages and prepared work orders according to all regulations and procedures.
Created for excellent problem solving capabilities to resolve customer issues and requirements.

Education and Training

Bachelor of Science, Network Communications and ManagementDeVry University － Phoenix, AZNetwork Communications and Management

Certified, CIW Internet Webmaster May 2006 Certified, ITIL Foundations V3 (2013) Member of the Project Management Institute since 6/2014

Skills

Active Directory, ADP, business processes, call center, Case Management, change management, Clarify, coaching, hardware, Client, clients, customer satisfaction, Customer Service, delivery, documentation, Edit, Ethernet, fast, Frame Relay, HTML, inspection, ISDN, ITIL, Java, LAN, meetings, Microsoft Office Suite, Microsoft Project, Windows, 98, needs analysis, Network Administration, network, networks, payroll, problem solving, problem resolution, Process Development, processes, Project Management, project planning, project plans, Quality, repairs, reporting, research, strategic, Strategic Planning/Analysis, supervision, Surveys, TCP/IP, technical support, technical documentation, Troubleshooting, upgrades, Webmaster, WAN

Resume Overview

Companies Worked For:

Automatic Data Processing
Thompson NETg
DeVry University
Honeywell- Global Consultants Inc

School Attended

DeVry University

Job Titles Held:

Technical Consultant, II
Technical Support Specialist
Project Manager
Customer Service Technician

Degrees

Bachelor of Science , Network Communications and Management
Certified, CIW Internet Webmaster May 2006 Certified, ITIL Foundations V3 (2013) Member of the Project Management Institute since 6/2014

Technical Consultant, II Resume Example

Resume Score: 90%

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