Manager Sales
Resume:
LEBASI KLOTKO
**** ********** *****, *******, ** 27617-7693
******.******@*****.***
PROFESSIONAL EXPERIENCE
Support Specialist, Credit Suisse, May 2010 - Present
. Provide system administration for Blackberry, Active Directory, VM
Ware, ACE, and Safe boot and Mainframes.
. In top thirty percentage of Support Specialist who passed
technical certification and selected for go Live.
. In top five percentage of Support Specialist selected for Trader
support.
. Prioritize, manage and work to resolve client issues via
Telephone, E-mail, Remote control and Internet Chat.
. Escalate client concerns and work with multiple divisions to find
timely resolutions and root causes of ongoing issues.
. Planning and development of the Credit Suisse Global Support
Center (GSC).
. Work with multiple teams and project leads to bring GSC from
outsourced vendor to internal department.
. Assist peers in development of soft skills and technical knowledge
to pass certification.
. Author technical knowledge base articles for Support Analyst to
use as resource during call handling.
. Responsible for reporting operational readiness data to project
managers for the overall progress of the GSC team.
. Perform User Acceptance Testing for all new telephony, support
tools and disaster recovery options for support specialist.
Help Desk Assistant, Wake Tech Community College, Raleigh,
(Contract) NC, Dec 2009 - May 2010
. Troubleshoot technical and administrative issues via telephone.
. Work with students and faculty in person to resolve computer
issues.
Geek Squad Control Management Agent (Part Time), Best Buy, Raleigh,
NC, Oct 2009 - Present
. Diagnose, recommend services and troubleshoot customer computers
as needed.
. Perform installation of, video cards, memory chips, hard drives,
processors, heat sinks and peripherals.
. Optimize and configure PC's and Notebooks. Install operating
systems and software as needed.
. Maintain inventory of all computers, televisions, and portable
devices throughout lifecycle of repair.
. Manage STAR database for Best Buy and vendors to ensure that the
proper maintenance contracts and repair procedures are followed
and documented.
. Process non-repairable items for inventory lost reports and
product exchange options.
. Responsible for maintaining shipment records to the appropriate
repair location and escalating issues to vendors to recover
missing units.
. Maintain Integrity of Geek Squad precinct by rotating new computer
inventory as needed from storage to sales floor.
Master Control Operator, ION Media Networks, Raleigh, NC, July 2004 -
May 2007
. Configure Harris Software for automation of play lists to ensure
accurate programming and schedules.
. Monitor and troubleshoot system failures, routers, audio and video
problems with minimal down time.
Manager of Operations, Allied Domecq, Randolph, MA, July 2001 - May
2004
. Managed software licensing, procurement and asset management for
corporate office. Responsible for the life cycle of all corporate
IT assets from procurement through disposal. Purchased, recorded
and maintained database for all assets including software
licensing. Implemented new procedures which resulted in minimizing
loss of assets by eighty percent.
. Managed a team of network operators responsible for administration
of a global network.
. Managed mission critical data center and off-site computer
closets. Responsible for up-time of all technical systems and all
environmental equipment including air-conditioning, UPS, and
electrical units.
. Project Managed Disaster Recovery Plan and implementation to help
minimize downtime.
. Managed several large key IT initiatives, such as: Enterprise
Backup Migration, Production Automation and Security Monitoring
Automation.
. Established new processes to help increase efficiency, including:
automation of reporting and creation of cross departmental
knowledge base.
SMS Administrator, Allied Domecq, Randolph, MA, December 1999 - June
2001
. Installed and configured SMS server. Diagnosed and upgraded server
and clients as needed ensure accurate SMS reporting.
. Provided Asset and Software reporting utilizing SMS.
. Assisted Network Operations in daily tasks.
Technical Trainer (Evenings), Newton High School, Newton, MA, April
1999 - August 2001
. Trainer for adult education program.
. Developed training material and curriculum for adult computer
courses.
Software Asset Manager, Corporate Software and Technology (formerly
Stream International) - Canton, MA, May 1999 - December 1999
. Lead Sales Technician for a suite of Asset Management tools and
services. Responsibilities included traveling and demonstrating
products, teaching seminars on proper Asset Management procedures
and implementing in-house Asset Management tools.
EUS Analyst, Corporate Trainer, Corporate Software and Technology
(formerly Stream International), Canton, MA, May 1997 - May 1999
. Configured, repaired, and diagnosed NT Servers. Performed
Microsoft NT performance tuning and administer Microsoft NT and MS
Exchange.
. Lead Application Trainer for corporate clients and internal
employees. Developed training material and online training
websites for clients.
. Provided clients with on-site pre-and post-sales software support
and consulting services.
Associate Systems Engineer, Stream International, Canton, MA, July
1996 - May 1997
. Aided in the development of the Harvard Business School help desk,
intranet and training program.
. Provided second level support for HBS Employees.
. Consulted, trained and supported Stream International clients.
. Lead Application Trainer for corporate clients and internal
employees. Developed training material and online training
websites for clients.
Phone Support Technician, Stream International - Canton, MA, August
1995 - June 1996
. Provided phone support for Microsoft Operating System,
Applications and peripherals.
. Second level support for Compaq Presario home computers.
APPLICATIONS
. Microsoft Office 2003-2010 . Lotus Notes .
Appworks
. Harris Navigator . Symantec Ghost .
Microsoft SMS
. Remedy . VERITAS Net Backup .
IE\Firefox
. Adobe Acrobat . Drive Image . Net
Lab
. PC Anywhere . FrontPage .
Datatel
. MacAfee . Symantec Norton Antivirus . Novell
Group Wise
. Microsoft Publisher . WebAdvisor .
Blackboard
. Omni and Omni Mobile . Pitchsuite . MyDesk
. Hummingbird Exceed . Right Answers
. Citrix
. VPN . WebAdvisor .
Blackboard
. RSA Security . Avaya Interactive Client
. Altiris
. Bloomberg . Reuters
OTHER SKILLS
. MCSE NT 4.0 . Technical Writing .
Disaster Recovery
. System Administration . TCP/IP . HTML
. Fluent in Spanish . Wireless Technologies
OPERATING SYSTEMS
Windows NT/2000/XP/2003 Server/Vista/Windows 7/Mac OS X
EDUCATION
Wake Tech Community College CCNA Certificate Program, 2010
Master of Information Systems, University of Phoenix, February 2006
B.A. Economics, Smith College, May 1993
CERTIFICATIONS
Microsoft Certified Professional, MCP (Microsoft XP, Microsoft 2003
Server)
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