Customer Service Analyst

William P. Farrell

** ****** *****

Fishkill, New York 12524

Tel: 845-***-****

E-mail: ********@*********.***

Objective: I am seeking a position as a Helpdesk Analyst.

Capabilities

Windows 7/Vista / XP / Novell / TCP/IP / DHCP / Peoplesoft / Kronos /

Cisco VPN

Excel / Access / Word / Outlook / PowerPoint / Lotus Notes / Internet

Explorer/AD

Professional Experience

Help Desk Analyst.

American I.T. Solutions for Boehringer-Ingelheim Pharmicutials.

2008 to 2009

Danbury, CT

. Provide helpdesk support to end users in a Windows XP environment

. Provide support for Outlook email programs.

. Managed 30-50 calls a day.

. Resolved problems with Cisco VPN for remote users.

Retail Support Analyst. 2007 to 2008

Liz Claiborne, 1 Liz Claiborne Ave, North Bergen, NJ.

. Provide hardware and software support for a variety of products.

. Provide helpdesk support to 1,000 end users in a Windows XP

environment.

. Managed 30+ calls a day.

. Maintained remote polling and tested the server connections.

Help Desk Analyst. 2006 to 2007

Career Connections Inc. for IBM, East Fishkill, NY.

. Actively designed and created Helpdesk documents for on call handling

and problem solving.

. Provide helpdesk support to 10,000 end users in a Windows XP/ Novell

environment.

. Managed 30-50 calls a day.

. Resolved problems with Cisco VPN for remote users.

. Mapped users to shared drives on the network and tested the server

connections.

Microcomputer Repair Specialist. 2005 to 2005

Dutchess County BOCES, 578 Salt Point Tpke, Poughkeepsie, NY 12601

. Upgrade and repair PC's.

Help Desk Analyst. 2003 to 2003

Helen Hayes Hospital, Route 9W, West Haverstraw, NY.

. Actively designed and created Helpdesk documents for on call handling

and problem solving.

. Provide helpdesk support to 1,000 end users in Windows 2000 & XP

Desktops running MS office, Meditech (HIS system) and Internet

Explorer. The Network is made up of NT & 2000 servers in both local

and WAN environments.

. Mapped users to shared drives on the network and tested the server

connections.

. Reset passwords and unlocked ID'S in NT and the HIS system.

. Upgrade and repair PC's and fax machines.

William P. Farrell page

two

Professional Experience

Help Desk Analyst. 1999 to 2001

Spherion Corp. for IBM, East Fishkill, NY.

. Actively designed and created Helpdesk documents for on call handling

and problem solving.

. Managed 30-50 calls a day.

. Mapped users to shared drives on the network and tested the server

connections.

. Reset passwords and unlocked NT ID'S.

. Edit the users Location Document in Lotus Notes.

. Supported over 400 Proprietary applications

Manager / Administrator / Analyst 1988 to 1992

St. Christopher-Ottilie Agency, Seacliff, NY.

. Designed, coded, implemented tracking and billing systems.

. Provided technical, communications, and programming support.

. Responsible for maintenance and data integrity of system.

. Planned, coded, and installed automated accounting applications that

integrated monthly income, benefits, and worker's compensation.

. Installed and configured a LAN on an IBM System and expanded it to a

four county WAN.

Experience

Customer Service Representative

Trustco Bank, 1490 Route 9, Wappingers Falls, NY.

2004 to 2005

. Responsible for account management of new and established accounts.

Optics Technician 2002 to 2003

Spectral Systems, Fishkill, NY

. Responsible for production of quartz parts for government, research,

and commercial purposes.

Insurance Broker 1997 to 1999

New York Long Term Care Brokers, Clifton Park, NY.

. Made group presentations for sale of long term care products.

Insurance Agent

1992 to 1997

Prudential Insurance and Financial Services, Poughkeepsie, New York.

. The sale of insurance and annuities. Consistent top ten producer for

the office.

William P. Farrell page three

Education

Skidmore College, Computer Career Institute, White Plains, New York

Certificate in Windows 2000. This training is in preparation for a MCSE.

Hofstra University, Hempstead, New York 11550.

Graduate Computer Science: Course work towards a Graduate Degree in

Computer Science.

(18 credits in Computer Science).

Grumman Data Systems Institute, Woodbury, New York

Certificate in Computer Programming.

Hofstra University, Hempstead, New York

Bachelors of Arts in Psychology with concentrations in Mathematics and

Science.

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