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Professional Profile of Karina -- Helpdesk/tech support
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Title:
Helpdesk/tech support

Location:
US-California-Orange County

Work History:
The Children's Place Helpdesk Associate - Disney Store/POS Support 11/06 to Present
Ontario, CA

Answer all helpdesk calls in timely & courteous fashion.
Demonstrate an understanding of Disney Store computer systems and provide an explanation for problem conditions to our end user community.
Provide initial diagnosis of computer related software and hardware issues (e.g. Triversity POS and hardware, Windows, WAN, etc.) and instructs clients how to resolve computer related issues and strive for a “first call resolution" in all supported areas. Participate in issue resolution with other support areas, as required.
Display good analysis and problem solving skills, accurately analyzing a situation, utilizing creative problem solving.

USAFact Data Entry Specialist / Criminal Research 08/05 to 11/06
Riverside, Ca

Online research of statements provided by job applicants
Provide assistance with high volume information to be input into system database
Contacting clients and applicants for additional information to aid in background screening process
Maintaining contact with courts/law enforcement agencies to ensure searched requests are completed within the set 24-hour deadline
Clerical – answering calls from clients and performing all basic office functions
Assisting IT department in implementing new system for inventory of hardware, software, and system applications

HireRight, Inc. Verifications Researcher 11/04 to 7/05 Rancho Cucamonga, CA

Outbound call center representative
Conducting employment and education verifications for larger corporations
Contact applicants and clients inquiring about information necessary to complete screenings within the preset 72 hour deadline
Report findings in reports to clients
Answer questions from applicants inquiring about background screening process and progress of their respective reports

Riverside Dental Ceramics Front Desk Operator 6/04 to 10/04
Riverside, CA

Answer and transfer 6 phone lines
Answering clients' questions about cases on file
Ordering pick ups and checking ship dates for clients
Assist Operations Manager in applicant screening process
Input client checks into accounting database

Chief Protective Services Dispatch/Security Supervisor 1/04 to 11/04 Corona, CA

Answer and transfer 6 phone lines
Dispatch supervisors and security officers to complaint areas and alarms.
Responsible for overseeing staff of 12 officers and 20 sites throughout jurisdiction
Enter daily activities into office log.
Report any unusual activity to clients and administration.

References available upon request


Skills:
Answer all helpdesk calls in timely & courteous fashion.
Demonstrate an understanding of Disney Store computer systems and provide an explanation for problem conditions to our end user community.
Provide initial diagnosis of computer related software and hardware issues (e.g. Triversity POS and hardware, Windows, WAN, etc.) and instructs clients how to resolve computer related issues and strive for a “first call resolution" in all supported areas. Participate in issue resolution with other support areas, as required.
Display good analysis and problem solving skills, accurately analyzing a situation, utilizing creative problem solving.


Education:
06/06 To 09/06
ITT Technical Institute, San Bernardino, Ca
A.S. Degree in IT-Computer Network Systems
3.02 GPA

Mountain View High School, Santa Ana, CA
Graduated June 1997




Endorsements
Karina has received 3 endorsements.
Karina has endorsed 0 Members.
Endorsements Received All Endorsements Endorsements Given
  Rank Title Location Status Actions
9.999 Systems Administrator / Technical support US-California-Los Angeles Details
9.177 IT Support - 9 yrs experience US-New York-New York City Details
2.019 Technical Support Specialist US-Texas-Austin Details
No endorsements.



Page 1 of 1


Public Messages
From
Date
Message

09.29.07
I would like to network with you regarding a position our executive search firm has been retained to fill. It is for a great company in Chicago.

Perhaps someone in your network might be interested in a Senior Exchange Messaging Engineer position. Please see the job description below. I’m happy to answer any questions. Feel free to forward on to anyone you like.

Whether this is of interest to you or not, I encourage you to reply with a resume. It would be helpful for us in future searches that might be ideal for your background. Our firm has been in business for 30 years & is a pioneer in diversity. Thank you.

Don McCauley
dmccauley@dgai.com

Position Specification

Title: Senior Exchange Engineer

The Team

Technical Architecture – The position is a part of the Research and Development department and fills a senior role in our messaging systems development group. The teams involved consist of managers/staff, Communications Department, Operations, Application Development, contractors, and vendors.

Position description

As a senior member of our messaging R&D department, the candidate will be responsible for maintaining and improving the company’s state of the art global messaging environment with some cross platform (Microsoft/Cisco) unified messaging design and support.

The candidate will work with SMTP, Microsoft Exchange Server, Presence, SonicWall, and related email concepts, protocols and methods along with the opportunities to perform major upgrades to our messaging platforms. The candidate will work alongside our Communications department to help design and support our unified messaging environment.

Person

The candidate shall have a broad background in messaging technologies and shall have demonstrated proficiency in the following areas:
• Exchange 2003\Exchange 2007
• Live Communication server (LCS)\Office Communications Server (OCS)
• Mobile Messaging Technologies (Active Sync, BlackBerry, Good Technologies)
• Remote Messaging Technologies (OWA, RPC over HTTP)
• Anti-Spam Technologies
• Anti-Virus Technologies (messaging specific)
• Messaging DR best practices
• Storage technologies (SANs, FC Switches, HBAs)
• Microsoft Outlook 2003/2007
• Active Directory
• Windows 2003 Server
• DNS
• SMTP
• Understanding the principles of UM (Cisco\Exchange)

Job Responsibilities

The candidate will have the following responsibilities with the potential of expanding:
• Researching and developing solutions to meet enterprise wide messaging needs.
• Researching, architecting, testing and planning the integration of new messaging technologies and upgrades to existing platforms.
• Staying current with new technologies, and industry best practices; particularly those dealing with messaging and storage.
• High level maintenance and troubleshooting of the current Exchange 2003 messaging environment based on industry “best practices”. (Responsibilities include but are not limited to troubleshooting and resolving high level mail routing issues, public folder issues, mailbox issues, Exchange server\services issues; adding\removing messaging servers, configuring servers, services, routing policies, etc., establishing maintenance procedures based on current industry BP).
• Maintaining and troubleshooting SMTP internet gateway issues (Currently SonicWall).
• Maintaining and troubleshooting Live Communications server 2005.
• Establishing DR procedures for all relevant messaging servers. (Exchange, LCS, Blackberry, Good etc).
• Maintaining and troubleshooting BlackBerry and Good Technologies servers.
• Maintaining and troubleshooting Outlook Web Access \ RPC over HTTP
• Maintaining and Configuring EMC SANs and FC Switches.
• Working with Communications group to troubleshoot Cisco Unity issues.
• Keeping documentation up to date for the messaging environment.
• Testing and deployment of upgrades, hot fixes and other updates.

Education and/or Experience

• Bachelor's degree in Computer Science or equivalent 7 to 10 years of relevant experience.
• Excellent problem solving, written and oral communication skills.
• Deep knowledge of SMTP, Microsoft Exchange Server, and related email concepts, protocols and methods are required.
 
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