Customer Service Quality Assurance

Judith Jimenez

**** *** **** ***., ***** City, NJ 07087

Cell: 551-***-**** Email: *******@*********.***

Results oriented team member with comprehensive business and technical background.

Professional Experience:

Acevedo Construction, LLC 7/2010 to present

Project Management

• Performed management of multiple projects from design through construction completion.

• Prepared plans, scope of work and estimates of projects.

• Reviewed drawings and specifications.

• Negotiated with construction staff and serve as liaison with customers.

• Prepared and update daily reports.

• Performed quality control and safety inspection of projects.

KPMG 6/2008 -7/2010

Sr. Helpdesk Technician

• Achieved the highest levels of productivity, handling over 450 calls per week, and closing out over 98%

tickets daily.

• Provided Help Desk support to thousands of users, earning a solid reputation for productivity, complex

troubleshooting problem resolution, professionalism and excellent customer service

• Excellent communication and diagnostic skills, patience, consistently solving problems, training and

assisting staff and rarely escalating issues

• Proactive self-starter known to initiate process and system improvements to increase system stability and

staff productivity

Ace IT Consulting

LasComp Institute 3/2008 – 6/2008

Hoboken, NJ

A+, MCP and Microsoft Office Administration Trainer

• Training methodologies and mediums include formal classroom.

• Participate in relevant professional seminars to keep informed of the latest training trends, technologies

and methods.

• Monitor call tickets to establish the relevance of current training practices, while exploring new areas of

training to improve impact.

• Lectures class on safety, installation, programming, maintenance, and repair of software, machinery, and

equipment, following outline, handouts and texts.

Select Medical Corporation 11/1998 – 2/2007

Network Engineer/ Board of Directors 2004-2007

• Worked with the CEO and Board of Directors, setting the short- and long-term strategic objectives while providing the

management necessary to achieve profits, growth, or other goals of the organization.

• Managed day-to-day operation of the company’s data networks

• Identified and communicated the strategic objectives and determined specific information requirements for management

• Achieved desired results through the use of budgets, proper contracts, and efficient decision making

• Managed several direct reports, often including department heads

• Manage and maintain automated data recovery/backup system for performing regular file back-ups, and the ability to selectively

restore

• Provide support to diagnose and correct client, network, hardware and applications problems

• Install, maintain and troubleshoot networks (primarily Cisco) within the defined business requirement

• Trained and created manuals for IT department and Clinical Operations

• Research information technology products (i.e. inventory control, scanning systems, updated product releases)

• Maintain, configure, and troubleshoot all office laptops, desktop, servers and desktop applications

• Directed and provided direction to technicians with policy and procedures along with day-to-day activities

• Manage and support the corporate desktop, helpdesk and propriety healthcare scheduling/billing software across the company

• Acted as liaison between the end user community and technology department, escalating issues and communication status

• Implemented propriety document viewing system (an electronic version of viewing patient charts)

• Documentation of network hardware, software, procedures and administrative tasks

• Strong troubleshooting, communication both written, and oral along with customer skills

• Performed analysis’s, development, tested, implementation and integration of applications, systems, hardware and software

packages

• Worked with vendors to resolve complex network problems.

• Analyzed and resolved technical problems for established client networks.

• Documented client network problems and resolutions for future reference.

• Analyzed, designed, tested, quality assurance and evaluated lab network systems and other data

communications systems.

• Referred major hardware or software problems or defective products to vendors or technicians for

service.

• Installed, supported, maintained, monitored and allocated new server hardware, software and network

infrastructure.

• Maintained and improved existing client networks, propriety software in accordance with Citrix

technologies.

Telecommunication Coordinator 2001-2004

• Analyzed and solved complex telecommunication to the Central Office and Business equipment phone

systems.

• Provided operating systems and environmental support for the companies LAN and WAN network

infrastructure and telecommunications in the corporate headquarters and remote offices

• Managed day-to-day operation of the company’s data network installation, layout, and maintenance of

all network components.

Manager of Information System Director Assistant 2000-2001

• Created and retrieved reports using SQL, forms, macros and tables.

• Supervised staffs’ modification and creation of batch headers for all Wholesale Lockbox accounts.

• Responsibility and management of Wholesale Lockbox accounts’ delivery of products and services.

• Updated Team Leaders and Shift Supervisors’ for removal of invalid batch headers for all rotating shifts.

• Created and provided access to the Excel Batch Ticket Template with User Manger and NTFS security.

• Trained, updated ID's, passwords, replicated and opened specified departmental databases on Lotus

Notes.

Office Administrator 1998-2000

• Created and retrieved reports using SQL, forms, macros and tables.

• Supervised staffs’ modification and creation of Patient Account Records

• Responsibility and management of Patient Records and services.

• Updated Team Leaders and Shift Supervisors’ for removal of Patient’s care plans for all rotating shifts.

Technical Summary:

Operating Systems: Windows7/ Vista/XP/2000/NT 4.0/98/95 Win 3.11/ Tablet XP Workstation and Server,

Novell, UNIX

Desktop Publishing: MS Publisher

Application Software: MS Office/2003/2007, Visual Studio, SQL, Visio, MS Project 2010

Programming: SQL, HTML, JavaScript, C#

Education:

DeVry University 2010- Present, New York, NY, Business Administration w/ Small Business

Entrepreneurship Concentration

Las Comp Institute 2008, Hoboken, NJ, MCAD.NET

DeVry University 2002-2004, North Brunswick, NJ, Information Technology Management

PC Age 2000, Jersey City, NJ, MCSE 2000

The Chubb Institute 1998-1999, Jersey City, NJ, Network Engineering and Data Communications

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