Customer Service Project
Resume:
Sophie Gillette
Miami, FL *****
***************@*****.***
Career Objective:
Dedicated system administrator with 8 years of experience supporting a variety of software applications
seeking career transition into customer service which will utilize my educational background in linguistic.
I believe that my present commitment for customer service along with my sense of responsibility and
ability to adapt quickly with a positive attitude, qualify me for the type of work I desire.
Experience:
October 2008 – July 2010
SharePoint Administrator – Florida Power and Light
• Implement, administer and maintain 4 Microsoft Office SharePoint Servers 2007.
• Provide second level support of over 3000 SharePoint web sites and work with end users to
collect, analyze, and evaluate business requirement. Known for ability to resolve a wide range of
customer issues and elevate customer satisfaction levels.
• Conduct training sessions for new Business Units site owners.
• Achieved customer survey satisfaction rating of 99.2% since the beginning of the year, exceeding
the department target of 97.4%.
• Successfully tested and implemented mail routing to SharePoint via different e-mail platforms
using Lotus Notes and Exchange domains.
• Create monthly server performance report and analyze service tickets to update solution guides in
use by the Help Desk Support administrators. The project resulted in an 11% decrease of service
tickets assigned to our team while improving the department’s rating for first call resolution.
• Provide out of hours support during patch deployments and SQL upgrades to ensure the
availability of our application.
• Test and implement third party tools (Quest) to better monitor our SharePoint environment and
proactively prevent production outages.
• Create company wide publication of Exchange and SharePoint Tips of the Week.
• Received Nuclear Site Entrance clearance to act as a technical liaison between the Nuclear Site
and our team.
July 2002 - October 2008
Lotus Notes Administrator - Florida Power and Light
• Provide 24x7 technical support for 147 servers to ensure availability of mail and application over
a company wide network. Consistently perform maintenance tasks to proactively avoid
interruptions, outages, and customer impact.
• Decommissioned 30 servers as part of the department cost reduction measure.
• Support an environment of over 15000 Notes clients and Blackberry devices and solved computer
problems, via phone and email, for users of widely varying technical abilities; assisted
approximately 26 users per week, on average.
• Participated on DST patch testing for workstations and upgraded mail servers to modify calendar
entries on Lotus Notes version R5.10 and R6.5.4.
• Lead representative for Change Control in charge of assessing risks, benefits and impact of
changes in the Notes environment. Improved the changes success rate by ensuring proper
documentation and created automated process that reduced the workload by 4 hours weekly.
• Create and analyze monthly performance report on our critical mail servers and implement
solutions.
• Analyze and implement counter measures for Quality Improvement project on customer
satisfaction for the Lotus Notes Team.
• Conduct training class on using Lotus Notes 6.5.4 for 27 Executive Administrators.
• Work with Corporate Security on sensitive investigations and litigations.
• Administer and support Tumbleweed’s Dynamic Anti-Spam policies in order to address the
increasing threat of spam while meeting customer service level agreement for mail delivery.
• Participated in hurricane restoration duty in assessing damage to electrical polls.
Education:
• Bachelor of Arts in Computer Science, Florida International University, Miami, USA
• Baccalaureate of Philosophy, Letter and Languages, Lycée International de Valbonne Sophia
Antipolis, France
• University projects: Developed a web-based Dating Services using JavaScript and ASP. Created
a calendar ordering website as a project for Web Design and as a real world application for JCG
Publishing
Award:
• Outstanding Academic Achievement for maintaining a 3.5 or greater GPA over 45 credits while
attending Miami Dade College
Training:
IBM Certified System Administrator -Lotus Notes and Domino 6/6.5
Blackberry Enterprise Server for Lotus Notes
Tumbleweed MMS 5.6 System Administration Training
Interests: Travel, reading and sports.
Languages: Native French speaker, English and Spanish.
Contact this candidate