|
|
Title: |
Help Desk Anlayst
|
Location: |
US-New York-New York City
|
Work History: |
Queue Associates, Incorporated – New York, NY July 2007 – August 2007
IT Help Desk/Application Support
• Answered phones in a professional manner/route calls to appropriate personnel/troubleshooting Microsoft Dynamics SL issues.
• Monitored company’s Servers daily and reported events logs and system failures to the appropriate IT department.
• Updated all the technical support documents using incident reports provided by third party vendors.
• Tracked all pending issues by creating tickets using the company’s Help Desk form to help management make better decisions when communicating face-to-face with its clients.
• Troubleshooted occasional Hardware and Network related problems for internal IT department by logging remotely to clients’ workstations using logmeinrescue, Citrix sever, Remote Desktop Connections and PC anywhere.
• Ran SQL scripts and executable files to fix bugs, Microsoft Solomon error transactions and system messages.
RCM Technologies/C3i Incorporated – Morristown, NJ Dec 2005 – July 2007
IT Help Desk Technician Support /Analyst
• Responsible for resolving incoming telephone requests for technical assistance on standard commercial and proprietary applications.
• Provided consistent customer care, maintain quality standards, follow reporting requirements and perform other tasks and special projects.
• Appointed as the primary French call-taker providing technical support to the Canadians’ representatives.
• Worked within Service Level Agreements, including but not limited to Average Speed of Answer, Average Talk Time, Abandon Time, Hold Times, etc.
• Took all steps to troubleshoot issues being reported and resolve or escalate to the appropriate contact; use all available Knowledge Management Tools during the call, and took all necessary steps to ensure complete customer satisfaction at the end of the call.
• Tracked key call logging components such as accuracy, thoroughness, and timeliness.
• Submitted detailed call logs documenting customer interactions, confirmed and updated customer profile information as needed.
• Promptly notified management of any potentially “unsatisfied” customers.
• Followed all documented escalation procedures, including hand off times, for issues requiring 3rd party intervention. Also followed all documented procedures to handle open calls, including monitoring open call queues, placing follow up phone calls, etc.
• Proactively seek and possess business acumen for all clients supported.
• Maintained technical proficiency in all applications utilized by clients supported and contribute current technical information and best practices concerning proprietary applications to the C3i Reference Library or other knowledge distribution channels.
• Participated in all company organized training and client events.
• Organized and utilize all support resources provided via e-mails, documentation, contact lists, etc.
• Maintained user accounts and reset user passwords in Active Directory.
• Supported Windows 2000/XP issues for over 1200 users.
• Assisted users in synchronizing their database by connecting to the company’s Virtual Private Network.
Titan Corporation/Jacobs Sverdrup – Fayetteville, NC Dec 2002 – Jan 2005
I/T Help Desk Tech Support/Webmaster
• Provided help desk support to over 200 users at the United States Special Operations Command’s IT Department.
• Supported all aspects of computer related issues via the telephone, web and e-mail.
• Responsible for the day-to-day troubleshooting of the organization’s website.
• Involved in backing up and restoring data files for users in preparation for a web portal migration.
• Planned security measures, ensured data integrity, and performed data backup for all SQL databases during the development phase of projects.
• Performed general administrative duties for Army Special Operations Command external and internal web applications.
• Responded to user questions/queries and troubleshoot web access problems
• Helped troubleshoot the organizations software applications and web infrastructure.
• Daily troubleshooting of user accounts and file structures using Windows NT domain structure.
• Supported market data applications for over 800 traders.
• Resolved TCP/IP network issues.
• Managed Windows Server and Client permissions/user rights.
• Provided hardware/software consultation and training for end users.
U.S. Army, 504th Military Police Battalion / 1st Special Forces Group May 1999 – Oct 2002
Admin/Personnel Systems Specialist
• Maintained overall access control of a database with 500+ entry-level to management level personnel.
• Performed system operations in a fast-paced office environment.
• Processed information that ensured equal access to promotion and schooling opportunities.
• Developed spreadsheets and prepared presentations.
• Submitted weekly reports on staffing, personnel strength, projected losses and gains.
• Successfully retrieved/reloaded information from the back-up system.
• Backed-up data on the server daily, forwarded information to a centralized databank, and installed updates to the computer system.
• Established and updated personnel access codes for system back-up and data input.
• Created an Annual Asset Inventory Report.
|
Skills: |
Operating Systems: Windows 2000/2003 Server, Windows XP.
Languages: HTML, JavaScript, ASP.NET, Java.
Hardware: Compaq and HP servers, HP network printers, routers, switches, and hubs.
Software: Internet-Protocol Suite (TCP/IP); Exchange Server 5.5, Remote Desktop, Netmeeting, Anti-Virus software (McAfee, Norton), Intel ProSet Wireless, Thinkvantage Access Connections, Citrix, Remedy, Microsoft Office Suite 95/98/2000/XP including Access, MS Outlook, MS Internet Explorer, PhotoShop, Dreamweaver, FrontPage, Microsoft Visual SourceSafe, Siebel 7.8, Netscape Communicator, and Lotus Notes.
|
Education: |
Webster University – Pope Air Force Base, NC 2004
M.A. - Computer/Human Resource Management
St. John’s University – New York 1999
B.S. - Computer Science
|
Endorsements
|
 |
Tienvens has received 1 endorsement.
|
Tienvens has endorsed 0 Members.
|
|
|
| |
Rank |
Title |
Location |
Status |
Actions |
|
5.756 |
Windows / Mac / Linux support - Admin |
US-New York-New York City |
 |
Details
|
|
|
|
|
Public Messages
|
|
| From |
Date |
Message |
 |
06.06.11 |
[This message has been removed by ITsaNetwork because it contained inappropriate content.] |
 |
01.24.08 |
Hi my name is Barbie Cassiliano from Business Information Services, Inc. (BIZ). BIZ is currently looking to fill a position for a Help Desk Specialist for a large financial firm in New York, NY. Below is a spec if you have any interest please email me an updated word version of your resume.
Level 1 help desk specialist needed to support external clients of PBUSA in the use of the ClientView banking website. Immediate need to assist with large effort to onboard 6000+ external clients, beginning with short term assistance in coordinating and supporting onboarding and credential mailing effort while training for role responding to phone and email queries of these high net worth and ultra high net worth clients.
Qualifications
Education and Professional Qualifications
Essential
College degree required Excellent oral and written communication skills
Work Experience
Essential
Experience supporting users via phone and email Help desk and/or desktop support experience
Technical/Business Skills and Knowledge
Essential
Knowledge of investment banking/finance industry Knowledge of web browser support Experience using incident management tools such as Remedy
|
 |
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. |
Did-it Search Marketing |
08.27.07 |
Hi,
Thank you for your interest in our position.
Please contact me at jrankin@didit.com. I would like to set up a phone interview and discuss the position and your candidacy further.
Thanks,
John |
|
|
