Customer Service Technical Support

Helen Quan

**** ****** ***, **** *****, CA *****

Phone: 562-***-**** Cell: 562-***-**** Email:

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

PROFESSIONAL SUMMARY

Information system professional who provided technical support on PC and

mainframe software, and networking in aerospace, finance,

wholesaler/distributor, and healthcare industries. Managed projects that

involve defining clients' need, researching, testing, evaluating,

negotiating, procuring, and implementing software. Coordinated and trained

analysts, and customers. Created, administered, and analyzed surveys.

Provided quality assurance and audit of Help Desk analyst's cases and

incoming/outgoing calls. Interfaced and communicated effectively with all

organizational levels, clients, and software/hardware vendors. An

analytical and self-motivated problem solver who excels in the resolution

of customers' issues.

SKILLS/EXPERIENCE

Certifications: A+

Skills: Problem Solver, Customer Service, Project Management, Leader, Team

Player, Detail Oriented, Result Oriented, Self-motivated, Multi-tasking.

Communicate and Interface with all organizational levels, users, and

vendors.

PC Software: Windows 2000/XP, Active Directory, Office 2003/2010, Outlook,

Lotus Notes, Good Mobile, SalesForce.com, ESSO, BES, MIST, Altiris, Veritas

Netbackup, VPN, AnyConnect, RSA SecurID Token Client, Citrix, Spectrum,

Sitescope, What's Up Pro, Alarmpoint, NetSupport Manager, IP Communicator,

and Extra.

Mainframe Software: IBM Mainframe (OS/MVS and ESA/VM), JES2, JES3, JCL,

TSO, FSE, ISPF, PANVALET, Fortran, CMS, XEDIT, EXEC, DCF, VMARCHIVE,

VMBACKUP, VIEW(SAR), TMS, Multi-SuperSession (MSM), FTP, SMR, Flasher,

EJES, SDSF, IMS, ACF2, RACF, NPF, Printway, ESF, RSCS, SMSG, PJS, SNA, RJE,

VTAM, and Netview commands under JES2/JES3.

Help Desk Tools: Remedy, Clarify, SDE, McAfee, IVR/VRU, CallPilot, Unity,

Cisco IP Phone, and ACD.

PROFESSIONAL EXPERIENCE

Capital Group Oct 2010 -

Present

Service Desk Analyst

Provided technical support on Windows XP, Active Directory, Novell, Office

2003/2010, Lotus Notes, password reset, ESSO, printing, Internet access,

VPN, AnyConnect, RSA SecurID Client, Good Mobile, IP Communicator and

Remedy. Installed software through MIST and SWD via Altiris. Dispatched

cases, escalated calls, and initiated outage chat. Documented solutions in

Knowledge Base. Organized and inventory computer accessories. Developed

checklist for new hire training and trained over 16 new hires.

St Joseph Health System

May 2010 - Aug 2010

Service Desk Analyst

Provided technical support on Windows XP, Active Directory, Office 2003,

Outlook, password reset, printing, Internet access, and Citrix. Dispatched

cases and escalated calls. Supported over 25,000 users.

Herbalife International

May 2009 - May 2010

Service Desk Analyst

Helen Quan - Page 2

Provided technical support on Windows XP, Active Directory, Office 2003,

Outlook, password reset, printing, email, Internet access, VPN, SDE, and

CallPilot. Dispatched cases, escalated calls, monitored

the network alerts, and prepared severity/outage notifications. Processed

new/terminated user network account, Exchange account, and BES account for

Blackberries, Preformed basic Active Directory system administrator tasks.

Pacific Life Insurance

Nov 2006 - March 2009

Help Desk Specialist

Provided technical support on Windows 2000/XP, Active Directory, Office

2003/2007, Outlook, printing, Internet access, Altiris, Veritas Netbackup,

VPN, Citrix, and monitored the network. Dispatched cases, escalated cases,

tested software, and document solutions and procedures. Processed System

Outage and Change Request notifications. Performed basic Remedy and Clarify

system administrator tasks. Trained engineers on the use of Remedy and

Clarify. Gathered information for the quarterly and monthly SOX audit.

Gathered the number of analyst's misrouted cases. Disseminate the Quarterly

Outlook Public Folder permissions report.

Honda June 2006 - Nov

2006

Service Level Administrator

Provided quality control by auditing and critiquing Help Desk analyst's

cases and incoming/outgoing calls. Created daily, quarterly, and monthly

reports of analyst's cases. Created, disseminated and analyzed surveys

from car dealer regarding Help Desk customer service. Prepared and

distributed system outage notifications to car dealers.

Pacific Life Insurance

Aug 2003 - June 2006

Help Desk Analyst

Provided technical support on Windows 2000/XP, Active Directory, Office

2003, Outlook, printing, Internet access, VPN, Citrix, Veritas Netbackup,

Altiris, Remedy, and Clarify. Dispatched cases, escalated calls,

documented solutions and procedures, tested software, monitored the network

and processed System Outage and Change Request notifications. Performed

basic Clarify system administrator tasks. Trained and supported engineers

on the use of Clarify. Developed the procedure on how to create and

disseminate the Quarterly Outlook Public Folder permissions report.

IBM, Long Beach, CA Jan 1990 - June 2002

Client: Boeing/McDonnell Douglas Corporation

Technical Support Professional

Provided technical support on IBM mainframe and PC software and hardware

product, networking, printing, email, user ids, job status, security and

escalated problems for Boeing. Managed projects from pre to post

implementation of software. Analyzed, developed, and implemented a process

to improve customer service. Documented software, hardware, and network

solutions into a knowledge base database. Trained Help Desk analysts on

new or improved services.

. Trained over 200 key operators on the maintenance and basic repairs on

printers that resulted in a reduction of calls to the Help Desk and a

saving of over $300,000 in hardware parts.

. Researched, analyzed, developed, and implemented a process to improve the

efficiency of handling problem calls which resulted in a reduction of

calls from 400 calls per day to 15 calls per day and end user response

time reduced from 2 - 3 days to less than 2 hours.

EDUCATION

. B.S. in Business, Quantitative Methods, California State University Long

Beach, Long Beach, California

. A+ Certification, Stanbridge College, Irvine, California

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