Manager Customer Service
Resume:
Todd Heiferman
Tampa, FL 33629
**********@*****.***
CERTIFICATIONS
MCP 2000: (Microsoft Certified Professional); MCSA 2000 (Microsoft
Certified System Administrator); A+
Technical Skills
Operating Systems: Windows 7, 95, XP, Vista, 98, NT, 2000/2003 pro/server,
SQL Server, Novell, UNIX
Software: Windows AD, Lotus Notes, VMWare, Centra99(e-learning), Crystal
Reports, VLS admin, Remedy Software, AClient, Exchange 2003, ADP,
Advantage, TeleVantage 4, Symantec Ghost, MS Office XP/Pro 2000/2003/2007
products, Support Magic, Answer Net (vantive), Reuters, AutoCAD, VNC,
Dameware.
Hardware: Hubs, Routers, Firewalls, Installation of Fiber Optic, LAN,
CAT5, CAT3 cables, Troubleshooting of computer systems, Memory upgrades,
Motherboards, Microprocessors, Desktop/Laptop Hardware.
Professional Experience
PriceWaterhouseCoopers, Inc. Tampa, FL (Contractor)
April 10- Present
IT Data Security Administrator
. Provided detail and sensitive data to NYC main office of General
Counsel Security Administration in the event of Litigations.
. Independently moved files of information involving when Firm Partners
separate from PwC, we must preserve the Data
. Proven ability to communicate effectively in a corporate setting
including various levels of management and team.
. Paying special attention to detail while maintaining quality and
providing Secure Electronic information that is both Privileged and
Confidential material. i.e. Attorney's files who worked for the Firm
in the past.
JP Morgan Chase, Tampa, FL (contractor)
Nov 09 - Feb 10
Technology Support Analyst
. Took support calls and logged issues into problem management system.
. Assisted in installing and troubleshooting network printers via remote
control using VNC/Dameware.
. Assisted Loan Officers/Assistants and Processors on the client base
origination system.
. Diagnosed basic hardware and software problems by phone or email.
. Responded to customer inquiries and answered customer's basic
questions.
Raymond James Financial, St. Petersburg, FL
Oct 08 - Nov 09
Technology Coordinator
. Worked with information technology to create images of operating
systems and applications for workstation PCs, coordinate installation
internally and at remote sites, and manage entitlements for users.
. Communicated technical specifications with information technology
staff and external vendors.
. Troubleshoot workstation PC issues, perform PC maintenance, and
install software and patches on workstation PCs for Learning Solutions
departments and Technology Learning Centers, maintain all reimaging of
said computers.
. Provided technical support to faculty and students.
. Coordinated the installation and maintenance of learning technologies
including testing of upgrades and patches.
. Managed vendor relationships.
. Performed many other duties as requested from Management from setting
up events in e-learning, to facilitation of those said events, run
monthly reports for management in Crystal as well as backup to all
others on my team which included entering in calls into our call
tracking system, answering phones, filling out reports for call logs.
The King of Greens, Inc, / Private IT Contractor, Tampa, FL June 06 -
November 08
Owner Landscaping
. Owned and operated landscaping company in the Tampa Bay area.
. Owned and operated a private IT consulting company and dealt with all
IT related issues.
Bayside Engineering, Inc., Tampa, FL Feb 05
- May 06
Network Administrator
. Systems upgrade for hardware/software, research and purchase as
needed. Install and maintain all software and licenses, as well as
hardware and warrantees.
. Electronic archiving of old files on server; responsible for
daily/weekly tape backups using VERITAS tape back up.
. Responsible for monitoring all traffic through firewall using Sonic
Wall hardware/software.
. General Network Administration, adding/removing users from network
using Windows2000 Server.
. Troubleshooting all IT related issues and resolving them to prevent
downtime and lack of production.
. Accounting support using Advantage and ADP for payroll and invoicing.
General administration support.
Smiths Aerospace, Clearwater,FL (contractor) Jan 05-
Feb 05
PC Desktop/Network Support
. Installed, modified and repaired personal computer hardware and
software systems, and provided technical assistance and training to
system users in person, over the phone or remotely connected.
. Logged Trouble Tickets through Track-it and Remedy software for new
installs, software, hardware and other IT related issues.
. Was responsible for the procurement of IT related supplies and
Licenses.
. Setup new users in Novell Client Netware adding server privileges in a
windows environment and Windows Active Directory.
. Responsible for all server tape backups using VERITAS
software/hardware.
. Acted as liaison for all vendors related to the company s IT needs.
Medical Manager, WebMD, Tampa, FL (contractor) April
03 - Dec 04
EDI Analyst
. Remote set up and troubleshooting of Medical Manager installations in
both UNIX and Windows operating systems, using remote access software.
. Analysis and correction of format, billing and transmission errors.
. Coordination with trainers and customer management to ensure client
satisfaction
. Maintaining HIPAA compliance for EDI transmissions and setups.
Ops South Corporation, Tampa, FL June 02 - Oct
02
PC Desktop Support
. Installed, modified and repaired personal computer hardware and
software systems, and provided technical assistance and training to
system users over the phone and remote via PC anywhere.
. Acted as regional technical liaison to keep Opus Corporation informed
of user needs and requirements.
. Performed network backups as well as, the enforcement of policies
related to the proper use of technology.
. Set up new users in Exchange manager and User Manager, created images
using Ghost, rebuilding of computers and networks as part of the
Network Administrator responsibilities.
Raymond James Financial, St. Petersburg, FL Feb 1998 -
June 2002
Help Desk/Network Support
. Provided 1st and 2nd level support/training and installation related
to hardware, software and networking for Windows95, NT, 2000;
Outlook98, 2000, 2002, Connectivity, MS Exchange, and all Raymond
James proprietary software.
. Experienced in troubleshooting miscellaneous IT/Financial issues.
. Provided timely customer service to ensure prompt resolution of user
problems.
TimePlex, Clearwater, FL Jan 1997
- Jan 1998
Help Desk Team Lead/Call Management
. Assisted, selected and negotiated contracts with major vendors.
. Acted as Team leader for 6 employees. Assisted with correct
documentation or inbound calls, also handled escalated issues from
irate clients and vendors needing further assistance.
. Communicated with company staff members the types of technical
assistance provided to customers for the utilization of the
proprietary software.
. Led a design team to develop a call tracking application.
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