An IT professional with several years experience in the Information

Technology technical and customer support industry providing top level

client support from many aspects and levels of technical support teams

. Strong interpersonal and customer service skills.

. Excellent verbal and written communication skills

. Detail orientated and able to multitask in fast pace process driven

environment

. Strong structural and organizational, and time management skills

. Advanced problem solving and troubleshooting skills

Work Experience

Taleo, Jacksonville, Florida

Technical Support Analyst Sept. 2008 to July

2010

. Serve as liaison for Technical Support Strategy through providing

product support to internal and external clients; Assist to maintain

functionality and utilization of the product in its present state

through answering product questions, assuring resolution of

maintenance issues, and educating customers on complexities of the

product

. Works with key Stakeholders to establish and gain consensus on

enterprise wide prioritization of work orders for each established

build, sets and manages stakeholder expectations throughout

development process.

. Acts as reference person for the Maintenance Analysts within the

Product Maintenance Team. Assists the team members in answering

complex questions on function and usage of product for internal,

customer facing teams.

. Process and plan enhancements, for errors/bugs/defects found in

development and staging

. Interacts with Developers and QA on a regular basis to ensure work

orders are completed in a timely manner

. Analyzes & amp; validate incidents to provide input into critical

build needs; helps with designing and executing the build process to

ensure customer needs are being met in the most efficient manner

possible

. Identify root cause of issues, process defects, and inefficiencies in

order to improve quality & amp; responsiveness; analyze and evaluate

issue trends and help drive solutions, training needs, and

improvements back to appropriate internal teams

. Assists in managing and implementing team projects to make certain

deadlines are met, resources are being identified and potential

roadblocks are being addressed

. Serve as an internal advocate for specific product; assists with

educating internal employees & amp; cross-functional teams on product

functionality and configurability as needed

Scott-McRae Automotive Group, Jacksonville, FL 32204 Oct

2007 -Aug 2008

Position: Internet Sales Associate/Part-Time

. Automotive sales and web marketing, website management and

development, assisting Internet Sales Manager in sales lead

management and allocation, vehicle inventory management, consulting

with third party lead provider,

Scott McRae Automotive Group, Jacksonville, Florida

Client Services - IT Helpdesk Coordinator - Promotion

Aug 2007 - Aug 2008

. Overseeing of effective operations of staff of 12 on technical support

helpdesk as well as the development, implementation, and

administration of staff training procedures and policies as well as

provide training, coaching and mentoring.

. Organizing and streamlining technical support process improvement in

alignment with company goals. Frequent statistical performance

monitoring and reporting.

. Track and analyze trends in Help Desk requests and generate

statistical reports.

. Problem analysis, identifying, troubleshooting, and documentation of

potential and known technical and operational problems. Analyze

performance of team activities and documented solutions, identify

problem areas, devise and deliver solutions to enhance quality of

service and to prevent future problems or repeat issues.

. Responsible for assisting with server management in MS Windows Server

2003 environment. Maintenance, database backups and utilities, report

processing, form building with DMS proprietary software

. Analyze and assist in the structuring and optimization of technical

support processes to align with company goals.

. Serve as a liaison between upper-management, clients, and third party

vendors and client account interaction for customer support

optimization.

. Identifying system requirements while communicating effectiveness and

cost to maintain. Providing cost effective approaches to acquiring

technology enhanced resources to meet team objectives and accommodate

company needs.

. Establish and enforce SLA service levels agreements in consultation

with end users to establish problem resolution expectations and

timeframes. Responsible for monitoring CRM tool support request

assignment and escalations to ensure quality client support and

timely resolution of support request.

.

Scott McRae Automotive Group, Jacksonville, FL

Client Services- Field PC Technician -Promotion

Aug 2006 - Aug 2007

. Responsibilties included 75% travel for onsite technical support at

branch locations and 25% remote technical support. Strong customer

service phone support interaction as well as direct interaction with

endusers when onsite with both clients internal employees. Providing

onsite maintenance and repair to all pc's, laptops, and printers.

Hardware and Software application support installations, upgrades and

configurations. Mass Refresh projects., Desktop/Laptop hardware

maintenance and repair, installs and moves, asset management and

inventory, support service tracking and documentation. Performing

software installs and upgrades. Some backend VoIP phone support.

TCIP/IP networking of desktops,laptops, and printeres. Assist with

troubledshooting of routers and switches in WAN/LAN environment.

BlackBerry Support and some Blackberry Enterprise Server

administration. Performing routine database backups. 24 hr on-call

support. Diagnosing and troubleshooting in MS Server 2003 environment.

Active Directory and Exchange Server administration. Citrix front

application, Remote support via VNC and Desktop Authority. Windows XP

Professional, MS Office suite 2003 and 2007, Reynolds and Reynolds

(UCS) proprietary software, ADP Dealer suite software, Cisco Call

Manager front end user interface agent software.

Scott McRae Automotive Group, Jacksonville, FL

Client Services- IT Helpdesk Technician

Aug 2005-Aug 2006

. Strong Customer Service in 1200+ end user environment. Responsible for

all Helpdesk Tier 1 inbound call reception as providing a central

point of contact for end-users to receive desktop support, PC and

printer maintenance via phone or remote desktop within the

organization's desktop computing Microsoft Windows Server 2003 and

Citrix Farm Terminal services, and Cisco VOIP environment. MS Office

suite 2003, Reynolds and Reynolds (UCS) proprietary software, ADP

Dealer suite software, Troubleshooting problem areas in a timely and

accurate fashion. Incident tracking, logging and documenting. Support

service request assignment and escalation via CRM tool utilization.

Writing problem and resolution documentation for knowledge base

Advance Career Training, Jacksonville FL Dec

2004 - Aug 2005

Computer Maintenance and Repair

Advanced computer maintenance and repair hands on experience core

hardware, operating system installation, configuration, optimization

and upgrades. Diagnosing and troubleshooting problems, power

protection and safety procedures, printers and peripherals, basic

computer networking.

Coastal Marketing Partners LLC, Jacksonville, FL

Customer Service Representative

Nov 2003 - Dec 2004

. Responsible for providing front end customer service to nationwide

client base in support of company customer support goals. Customer

claim processing and dispute resolution. Inbound call queue

management. Limited sales marketing

Education

General Education Diploma -2003- Killeen Tx.

Associate of Science-Liberal Arts-Lee College 2003-2005 -Baytown, TX.

Associate of Applied Science-Computer Progamming- Lee College 2003-2005-

Baytown, TX.

Bachelor of Business Administration/ Management - Jacksonville University

-2009

Professional Development

Continuing Education Certificate .HTML 1 FCCJ 2008- Jacksonville, FL

Continuing Education Certificate -Oracle PL/SQL 1 FCCJ 2008- Jacksonville,

FL

Continuing Education Certificate- MS Office Excel Level 1,2,3-FCCJ 2006

-Jacksonville, FL

Continuing Education Certificate- Business Admin/MGT 2002- Lee College

Baytown, TX.

Continuing Education Certificate- Workplace Literacy 2002-Lee College

Baytown, TX.

Technical Certificates

Dell Warranty Parts Direct Certification- 2007

Microsoft Certified Professional- 2006

A+ Certification Hardware and Software-CompTIA 2005-Jacksonville, FL

Net+ Certification CompTIA 2005 - Jacksonville, FL

Technical Certificate Computer Tech -Advance Career Training Inst. 2005-

Jacksonville, FL

Technical Ceritficate-DataProcessing- Lee College Vocational 2000-Baytown,

TX.

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