Software Customer Service

Jodi L. Backer

*** ******* *****, **** ******, New York 14224Central Maine Power Company <> ""

"Central Maine Power Company" "Type your address here"

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

( Mobile: 716-***-**** ( Home 716-***-****

OBJECTIVE:

Obtain a Technical Support Specialist position where proven technical and customer

service skills will be utilized.

PROFILE:

Diagnose, analyze and resolve computer hardware, telephones, cell phones, network

connectivity, and general software application issues in an accurate and timely

manner for staff locally and in remote sites.

Detailed oriented team player that requires minimal supervision.

Document and maintain procedures that result in a productive and efficient work

environment.

Develop training material and instruct customers in the use of personal computers,

peripherals and networks.

Analyze IT needs of customers, make recommendations and purchase software/hardware

as required.

Working knowledge of hardware and software including all versions of Windows OS,

Lotus Notes 6 and Domino, 2003 Server, Reflection software, Veritas Backup Exec,

Microsoft programs including Office 2003/XP/2000/2007 and Outlook 2003/2007,

mobile devices, cell phones, Netware, printers, WLAN, wireless networking and

Meridian phone system.

Self-starter with excellent communication and customer service skills, with an

eager willingness to learn new technologies.

Mentor highly productive and motivated cross-functional teams.

EMPLOYMENT:

NYCE Payments Network, LLC., Amherst, New York 12/2007 - Present

Product Support Specialist

Provide 1st and 2nd level support of computer and printer hardware and software.

Troubleshoot, repair and resolve incoming requests for desktop hardware, software,

networking and intranet issues for over 200 employees nationally. Provide 1st and

2nd level support to external financial institutions for internet banking

application. Track all requests (walk-ups, email, phone and Remedy request

system). Responsible for creating and maintaining documentation including

processes and procedures for installation, troubleshooting and repair.

Rosina Food Products, Inc., Buffalo, New York

3/2004-10/2007

PC Technician

Respond daily to a wide variety of desktop hardware and software issues, cell

phone and telephone connectivity issues. Evaluate, prioritize and respond to

incoming telephone, voice mail, and email requests for assistance. Provide

desktop support between two sites, including troubleshooting and resolving

requests for service with hardware, software, networking, telephones, cell phones

and other computer related technologies in a timely manner. Provide updates,

status and enter help desk requests into the Lotus Notes Help Desk database.

Create and maintain installation documentation. Perform Windows desktop

maintenance and security including optimization, stability/efficiency, internal

based disk scanning, and registry cleaning. Install, image, and configure PCs,

printers, scanners and other hardware for all employees, on-site and in the field.

Install software including operating systems, applications and remote access

tools. Handle all moves, adds and changes in workstations. Replace defective or

inadequate software and hardware. Follow-up with customer to keep them informed of

request status until issue is resolved. Ensure security and maintain

confidentiality of data and systems. Train employees on IS related equipment,

software, voice mail and telephones. Maintain Active Directory hierarchies, Lotus

Notes, including groups and account creation. Inventory control of PCs, servers,

supplies and components utilizing Numara TrackIt software. Perform nightly backups

using Veritas Backup Exec for 5 Windows 2003 Servers. Backup for Network

Administrator providing a high level of expertise in the Windows Server

2003/Active Directory. Responsible for company PBX including 2 DIDs, 4 IDFs and 2

MDFs. Provide network support and installation from closet to desktop.

Adecco Technical, Portland, Maine

4/2003-11/2003

Technical Consultant for xwave

Provided desktop support for Central Maine Power Company's corporate office and

remote sites. Travel to remote sites when necessary to perform maintenance or

repair on hardware. Installed, diagnosed, and repaired PCs, printers, scanners,

and other hardware and related software. Documented and maintained procedures for

software and hardware installations.

Jodi L. Backer

Page 2

EMPLOYMENT (continued):

Adelphia Communications, Coudersport, Pennsylvania 8/2001-8/2002

Senior PC Analyst

Desktop support to over 3,000 employees across the US. Respond, evaluate and

prioritize incoming telephone, voice mail, e-mail and in-person requests for

assistance and resolve issues with hardware, software, networking, and other

computer related technologies. Project Lead for the implementation and maintenance

of LanDesk servers and software. Trained local support personnel on use of

LanDesk.

Eastman Kodak Company, Rochester, New York 10/1996-8/2001

Systems Administrator

Team Leader that proactively mentored new support personnel for department.

Provided technical support to over 200 customers. Install, troubleshoot, and

repair software, hardware and networking issues. Designed and implemented

procedures for the configuration, installation and support of computer hardware

and software for employees and support personnel. Windows 2000 Active Directory

server support; including account and data folder creation and maintenance.

Maintained a Windows NT 4.0 Print Server, Cisco 5505 and 2908 switches.

EDUCATION:

Bryant & Stratton Business Institute, Williamsville, New York 1984-1986

Associates Degree

Major: Computer Programming

Courses included Programming, Analysis and Design. Languages include Assembler,

Fortran, Pascal, Basic, Cobol, and RPG.

CERTIFICATES COMPLETED:

Microsoft Office 2007 Advanced - CBT

10/2010

Microsoft Office 2007 Intermediate - CBT

9/2009

A+ Certification Course - CBT

3/2008

Certified Windows NT 4.0 Workstation Administrator - Brainbench

6/2000

Windows 2000 Professional - Element K

1/2001

Network+ Certification - Element K

5/2000

Tivoli software distribution - IBM

5/1999

Administering Windows NT 4.0 - IKON

7/1999

Networking Essentials - IKON

7/1998

Windows NT 4.0 Core Technologies - IKON

1997

REFERENCES:

Will be furnished upon request

Contact this candidate