Customer Service Engineer

Diana Attuso

( **** W. Grace St. Apt *, Richmond, VA 804-***-****

ablhlr@r.postjobfree.com (

Selected Achievements:

. Active listening skills and ability to adjust messages to audience

level.

. Expert problem-solver, sorting through complex issues and conducting

comparative analysis of multiple solutions.

. Have experience with setting up computers, working images, following

procedures and documentation.

. Have understanding of remote installation services and building a lab

environment.

. Performed Help Desk support for professionals in a contract position.

. Possess excellent written and verbal communication skills.

. Responsible for extensive desktop and application support within

windows.

. Eligible for reinstatement of security clearance.

Selected Proficiencies:

. ACE Server

. Active Directory

. Adobe Acrobat Reader

. Adobe PageMaker

. ASP/Access

. Aspect Phone 3.0

. Avaya IP Softphone

. Ed VPN Client (Citrix)

. Enterprise Direct - MyED

. Exchange Migration Wizard

. GroupWise

. IIS/Apache on Windows

. MS 2000/2003/2008 Server

. MS Office Suite

. Peregrine Systems

. PHP/MySQL

. PICCT Production

. RACF (Rumba) Beta Backoffice (Mainframe)

. RSA SecID Admin

. SmartStation Administration

. Troubleshooting Windows platforms

. VMWare

. Win NT/2000/XP/Vista/7

. XML/ HTML/DHTML

Contract Experience:

. Ability to learn and comprehend unusual devices

. Desktop/PC Sup., Win9x, NT, 2K, XP, Vista, 7

. Excellent Customer Service skills.

. Frame Relay. (WAN/LAN)

. Help Desk support for over 40,000 users

. Knowledge of email fundamentals as it relates to the PC and MS Office

Suite support.

. Password resets and application troubleshooting

. PC / Server Hardware and Configuration

. Performed PC re-builds, re-imaging, migration and device deployment.

. Record / Write Macros

. Remote Access (off site) user support

. Secure environment with Federally-mandated protocols.

. SmartStation and Bond Desk support

. Telephone-based customer service

. Troubleshoot PC/Printer device common issues.

. Understand, troubleshoot and resolve Ethernet and Peripheral

connectivity issues.

. Voice over IP. (VoIP)

Database Free Lance Experience:

. Collected and documented user's requirements.

. Conducted research and provided advice to other informatics

professionals regarding the selection, application and implementation

of database management tools.

. Designed and developed database architecture for information systems

projects.

. Designed, constructed, modified, implemented - tested data models -

database management systems.

. Operated database management systems to analyze data.

I.T. Consulting, 1991 - 2010

Information Technology Support Technician, May 2010 - June 2010

Xenith Bank, Richmond VA

. Maintained a minimum of 98% uptime on all network related equipment.

. Focused on customer service so that internal customers can service the

external customers efficiently.

. Managed changes, upgrades, to all equipment. Required interacting with

external and internal resources to assist with this responsibility.

. Set up all new associates on Active Directory, Exchange, Sharepoint

and any required applications.

Technical Support, Nov 2009 - Dec 2009

Carmax (Robert Half International), Richmond VA

. Helped create and test procedures for reimaging and cleaning up

corporate laptops.

. Followed procedures for reimaging and cleaning up corporate laptops.

Tier One Technical Support, Oct 2009 - Nov 2009

Genworth (Technisource), Richmond VA

. Maintained exceptional first call resolution stats and metrics within

my support team.

. Responsible for creating and maintaining exceptional customer value

. Utilize collaboration tools (i.e. Sametime, Outlook, etc.)

. Ability to assume small projects above and beyond technical phone

support.

Tier One Technical Support, Jan 2009 - April 2009

Wachovia Securities (Signature Consultants LLC), Richmond VA

Provide I-II level support for Wachovia Securities customer base of 200+

offices, approximately 14,000+ customers (Financial Advisors, Sales

Assistants, etc). Responsible for maintaining Windows XP OS on desktop PCs,

laptop computers, network and local printers. Resolved PC to Server

Connectivity issues involving network resources such as printers, files,

and folders. VPN support including firewall, proxy, and VPN installation,

sustainment, replacement, and removal. Follow Standard Operating Procedures

when troubleshooting and providing solutions for software and hardware

extensive technical support for First Clearing Correspondent Services, a

division of Wachovia & SmartStation, with limited to no visual aids on non-

Wachovia assets. Refresh corrupted user profiles on PC. Remotely configure,

and reinstalled Software applications on PCs for users, as well as

coordinating equipment deliveries, repairs, and service calls. Manage local

and WAN as well as serve as primary point of contact for all IT and

technology related issues. Used Peregrine Service Center 5.1 for tickets.

Windows 2008 administration with Active Directory.

Key Achievements:

. Allowed to Cross-train with Network Operations Team during the

Wachovia/AG Edwards merger

. Assumed technical trainer role to assist with training of new

technicians

. Maintained exceptional first call resolution stats and metrics within

my support team.

. Point person manager would have to follow-up issues incorrectly

handled by prior technician

. Received several customer, manager and peer recognition awards.

. Selected as a Subject Matter Expert to work with the first new

employees converted during the AG Edward /Wachovia Merger.

IT Support, Oct 2008 - Jan 2009

Computer World, Richmond, VA

Help Desk with troubleshooting and repairing computers with Windows XP OS,

answer phones, write contracts, track mail, pay bills, bookkeeping,

preparing reports, AP, AR, deposit preparation, assist with daily office

duties, enter data, ensure modem and router continuously working.

IT Support, Jan 2007 - Sep 2008

Isis Oasis Sanctuary, Geyserville, CA

Help Desk Support on Windows XP OS and MAC (Leopard) for owner and

employees. Ensure modem and router continuously working, repair printer and

computers when necessary, answer phones, make reservations, write

contracts, provide walk throughs, track mail, assist with daily office

duties, enter data.

HSI Repair, Nov 2006 - Dec 2006

Comcast, Fife, WA

Help Desk customer service for High Speed Internet product. Advance

troubleshoot Windows XP OS PC/Browser/E-Mail/Personal WebPage/Connectivity

Firewall/Router/Hub problems and provide customer education. Required

listening and analytical skills, with the ability to obtain key information

and resolve complex service problems with first call resolution. Strong

interpersonal skills.

Desktop Support Specialist, Dec 2001 - Jun 2003

Technicolor (Venturi Staffing Partners,), Charlottesville, VA

File Management, Systems Administration, Migration, identified current

archive location, verified integrity of migrated archive file, uninstall

and reinstall e-mail client maintaining integrity of .pst data. Configured

and tested e-mail functionality through Outlook client. Configured any

Personal Address Books that were migrated to be available in Outlook.

Utilized Exchange Migration Wizard. Utilized selected VMWare. Windows

2000/2003 with Active Directory.

Software Engineer, Oct 1999 - Apr 2001

Compaq Computer Corporation (TAC Worldwide), Littleton, MA

Member of a web development and delivery team chartered to provide a

Technical Product Knowledge and Help Desk support for web portal to

engineers in the Sales and Marketing organization. Coded new web pages

utilizing HTML and Dreamweaver as required. Assisted with server

administration. Worked with content contributors to ensure that new

submissions met company standards. Responsible for quality engineering

across the entire site through the use of various industry and internally

developed database tools. Personally maintained over 1,000 site

categories.

Quality Engineer II, Jan 1999 - Sep 1999

proLAN, Inc., Westborough, MA

Worked on a small quality engineering team testing a suite of software

rapid application development tools under Windows 3.x, Windows 95/98, and

Windows NT. Was also responsible for release engineering. Windows 2000.

Technical Design Engineer, Jan 1995 - Nov 1998

Sylvan Prometric, Baltimore, MD

Using Sylvan's proprietary IBMS software, created and managed computerized

professional licensure examinations. Performed testing and validation on

the examinations. Provided technical support, training and aftermarket

support for clients.

Military Experience:

US Army

Tactical Circuit Controller Fort Bragg, NC 1982 - 1984

Installed and maintained control circuits, tracked circuit and spare part

inventories, interfaced with maintenance teams to troubleshoot and

prioritize repairs.

Education:

High School Diploma

Open High School, Richmond VA 23220

Hardware Technician II Certificate

Electronic Computer Programming Institute,

Richmond VA, 23060

Information Systems Technology Microsoft Network Administration Career

Studies Certificate (CSC)

J. Sergeant Reynolds Community College, Richmond VA, 23228

Currently enrolled in:

Information Systems Technology Associate of Applied Science program

specializing in Microcomputer Technical Support (Networking)

J. Sergeant Reynolds Community College, Richmond VA, 23228 (Expected

graduation May 2011)

Contact this candidate