Customer Service Management
Resume:
DAMARIS BLANCO
GARFIELD, NJ 07026
*************@***.***
OBJECTIVE
IT professional experienced in 2nd and 3rd level support with a proven ability to identify issues, Skills
analyze all possible solutions and interface between technical and non-technical end users
Active Directory
effectively to meet a company’s objectives and reduce downtime for end users. A team player with
Novell
excellent customer service and project management skills interested in obtaining a challenging
MS Exchange Server
position in which my skills can be usefully implemented and continue to grow. Open to the 2003
possibility of a new environment. Windows Server
2003
Windows 2000 Server
Win NT Server 4.0
EDUCATION
Windows 7
Win Vista
Information Technology, Master of Business Administration October Win XP Pro
2006 Win 2000 Pro
Windows 98
New York Institute of Technology, New York, NY
Windows 95
MS Outlook
Information Systems, Bachelor of Business Administration June 2004
Lotus Notes R7
Monroe College, Bronx, NY Lotus Notes 8.5
Blackberry Enterprise
Computer Science, Associate of Business Administration June 1998 Server
Monroe College, Bronx, NY Norton Ghost
Novell ZenWorks
Cisco VPN
EXPERIENCE Checkpoint VPN
Citrix ICA
RSA Token
Operations Analyst/ Solution Center Advisor September 2007-
Symantec Corporate
July 2010
Antivirus
Lotus Notes Advisor Remedy
ReSources IT / Publicis Groupe USA, New York, NY HEAT
Excellent interpersonal skills and the ability to work effectively with all organizational levels. HP Openview
Analyze and resolve end user hardware and software problems in a timely manner. Service Now
Maintenance of problem management databases and help desk systems.
Applications
Project lead in MS Outlook to Lotus Notes migration for over 5,000 end users
Adobe CS3/CS4/CS5
Member of Lotus Notes Certifier group
Acrobat Pro
Available for on-call night and weekend support
Dreamweaver
Proficiency in troubleshooting computer hardware, software and network connectivity issues. Photoshop
Network, Application, Mobile Devices and Desktop Support 2nd/3rd level Flash
Use of Active Directory (Managing Accounts at Administrator Level) Illustrator
Support of all mobile devices (Several Blackberry models, Samsung Blackjacks, Sprint, Verizon and InDesign
AT&T Mobile Broadband cards) Fireworks
Support and Troubleshooting of Cisco IP Phones including account management via Cisco Software Backup Exec
Blackberry Manager
Print server management and maintenance
Business Objects
On-site and remote support via phone, SMS and MSN messenger, Timbuktu, ShowMyPc & BomGar
Charles
Installation, configuration and support for vast array of programs listed on right
Cisco IP
Management of IT help desk email inbox and ticketing system
Communicator
Troubleshoot to isolate and diagnose Lotus Notes service issues.
Cisco Desktop Agent
Work closely with the Notes development team testing and deploying new Notes templates Citrix
HTTP Look
HTTP Watch
MS Office Suite
Oracle
Intranet Development/Database Coordinator April 2000-May 2007 SAS
YAI/NIPD, New York, NY Seagate Crystal
Reports
Help Desk support in relation to company portal access Share Point
Development of Health Care Intranet site Visual Studio
Management of databases and site content Visual Source Safe
Setup of Virus Protection Software & Removal of Viruses
Assisted with hardware/software upgrades
Employee training: Software, Hardware, PC Troubleshooting
Audio and Visual setup in conference rooms
Certifications
IBM Certified 7 & 8.5
Certifications Mac OS X v10.5
A+
MCDST
IBM Lotus Domino Notes 8.5 System Administration MCP
IBM Lotus Domino/Notes 7 System Administrator HDI Support Center
Mac OS X v10.5 Support Essentials Analyst
HDI Support Center Analyst
CompTIA A+
Microsoft Certified Desktop Support Technician (MCDST)
Microsoft Certified Professional (MCP)
Contact this candidate