Technical Support Software

Shivanie Rampergash

**** ******** ***** ***** ? Buford, GA 30518 ? 732-***-****

********@*********.***

Summary

A Technical Support Analyst with 12 years of significant

hardware/software technical experience in a call center environment. An

effective team member who repeatedly demonstrates the ability to work in

a fast-paced, high pressure, and demanding environment. A professional

who has the ability to multitask and prioritize work items. A go-getter

who has excellent verbal and written communication and presentation

skills with strong analytical and technical problem solving skills.

Computer skills

. Familiar with Cisco/Nortel/Juniper router commands

. Provided significant support for Windows 7, Vista, XP, 2K and NT

Operating Systems

. Worked considerably with Microsoft Office Suites 2007, 2003, and

2K

. Several years experience using Active Directory

. Extensive experience using NetMeeting and Remote Desktop to

diagnose and resolve end user issues

. Over 5 years of experience supporting Microsoft Exchange

. Working knowledge with networking protocols, specifically TCP/IP

and Ethernet

. Knowledge with networking topologies, specifically 10 Base T, 100

Base T, Frame Relay

. Vast knowledge with network devices and network cabling techniques

. Significant experience with troubleshooting PC hardware and

software related issues

Experience

Senior Technical Support 2005-2010

Bloomberg LP

New York, NY

Primary responsibilities included phone support for network

connectivity, hardware, software and functional problems with

Bloomberg terminals and various Bloomberg products including Data

License, Server API, B-Pipe, Desktop API, Blackberry, IPHONE and

Windows Mobile devices

Analyzed reported problems based on the client's description to

conduct a thorough investigation to proficiently resolve the problem

to achieve minimal business interruption

Worked with team leads from other departments on issues that may be

out of Technical Supports realm to better understand and resolve

issues

Monitored, investigate and troubleshoot Bloomberg routers issues

(Cisco, Nortel and Juniper) globally

Vigorously followed up with clients and other departments to ensure

timely resolution of issues

Project Coordinator for shadow program which introduces the

department's role and functionality to new and existing employees

Attended client sites for upgrade projects and to investigate

escalated issues

Strong attention to detail in recording notes and communications with

clients, colleagues, and management

Possess the ability to multi-task while maintaining professionalism

in a fast-paced, deadline driven environment

Proven ability to work well within a team environment and

independently

Helpdesk/Technical Support Level III 2002-2005

SAIC Piscataway, NJ

Handled escalated phone support for PC hardware/software issues

including monitors, printers, hard drives, and PDA's, MS exchange

email and Lotus Notes

Performed user accounts creation/changes/deletions in NT and Active

Directory

Provided support for Windows NT, 2k, and XP Operating Systems

Isolated and resolved networking issues related to TCP/IP, WINS, and

DNS

Remotely connect and troubleshoot users problems

Recorded and tracked 100% Help Desk requests and time spent resolving

issues

Provided an array of technological product/service training and

support for SAIC

Handled terminated employees/consultants accounts deletions

Produced and distributed daily report of department productivity and

critical business issues to upper management

Managerial skills include the development of working assignment

schedules, the training and development of a new analyst

Exercised the ability to apply discretion and appropriate security

measures in the handling of confidential and sensitive information

Achieved and maintained all Help Desk Service Level agreements

Helpdesk/Desktop Support Specialist 2000-2002

Telcordia Technologies

Piscataway, NJ

Provided 1st/2nd Level support for hardware/software and internally

used applications, across multiple platforms

Recorded customer's call information in a call tracking database

Supported and Troubleshot Remote Access/VPN and Dial-up issues

including RSA Secure ID Tokens

Submitted items to the Knowledge Base/FAQ in an effort to assist my

co-workers in resolving calls

Participated in the evaluation/testing of new software and hardware

before they are rolled out to the entire company

Prioritized call severity and escalated if necessary to the

appropriate group

Created accounts as well as reset end-user passwords for network and

proprietary applications

Worked with colleagues as a team to achieve Help Desk performance

goals and increase individual productivity

Provided training, guidance, assistance and knowledge transfer

amongst team members

Education

Katherine Gibbs School 2000

Piscataway, NJ

-Computer Technical Support Diploma

Middlesex County College

1998

Edison, NJ

-Major- Computer Information Science

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