Customer Service Manager

Kristi Sachs

abmgyr@r.postjobfree.com

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

Cell: 205-***-****

Helena, AL 35080

HM: 205-***-****

OBJECTIVE:

I am a self- motivated, highly skilled professional IT Technician,

seeking a position within a company dedicated to growth and

enhanced technical productivity. I set daily quality goals for a

challenging work environment. My strong work ethics and

exceptional customer service skills provide a positive for any

employer looking for a results oriented employee.

CERTIFICATIONS:

MCP - Microsoft Certified Professional

Currently pursuing Security+ Certifications

TECHNICAL SKILLS:

Hardware:

Desktops and Laptops - HP, Dell, Compaq, Fujitsu, Toshiba, Motion

Tablet

Printers - HP and Lexmark

Other - Blackberry, Windows Mobile, Bluetooth devices

Software:

- Windows NT

- Microsoft Office 98-2000-XP-2003-2007

- Toad

- Windows 2000

- Microsoft Front Page 2000-2003

- DNA / DDR

- Windows XP

- Microsoft Visio 200*-****-****

- McAfee Antivirus

- Windows XP Tablet

- Microsoft Project 200*-****-****

- F2000

- Windows Vista

- Novell Network Device Manager

- Live meeting

- Windows 7

- Crystal Reports

- SMS

- Windows 2000 Server

- Symantec Norton Antivirus

- Q Team Messenger

- Windows 2003 Server

- Blackberry Desktop Manager

- Nero

- Linux

- Anzio Terminal Emulator

- RAS Phone Book

- Unix

- BMC Marimba Castanet

- Rumba

- Remedy

- Firefox

- Symposium

- PeopleSoft CRM Client

- MS Communicator

- ViewNow

- PointSec

- Roxio

- WinnDDS

- Nortel VPN Client

- ODBC

- VMWare

- VNC

- Blackice - Proventia

- VCS GUI

- Remote Desktop

- Internet Explorer

- Sift

- Remote Administrator

- Oracle

- LearnLinc

- PC Anywhere

- Medicomp Processing System

- RapIDPlayer

- CMTS

- Odyssey Wireless Client

- SAP

- Doors

- Teradata NCR

- Hummingbird (Exceed)

- Assest Data Collector

- FormFlow

- CAS

- STARS

- REM - BESSy

- InfoMaker

- Active Directory

- Witness

- Symantec Norton Ghost

- ADC Client

- Adobe Acrobat

- Business Objects

- Aventail VPN

- Ethereal

- JAVA

- Microsoft Active Sync

- Opal

- Sonork

- Microsoft ActiveSync

WORK EXPERIENCE:

IT Security Compliance Analyst

05/23/2009 - Present HP/EDS Company IT Windows/Unix Security

Compliance Birmingham, AL

- Provide server security support for HP clients

- Scan servers monthly for any vulnerabilities

- Confirm findings and/or determine step to remediate

vulnerabilities (change setting, apply missing patch, software

upgrade, or file exception)

- Defined criticality to determine remediation date (Critical 48

Hours, High 10 Days, Medium 15 Days, and Low 30 Days)

- Managed remediation of vulnerabilities on servers weekly

- Managed CMR tickets (Change Manage Request) to completion

- Updated weekly SLA Dashboard

- Reported monthly SLA

IT Field Support Specialist-L3

12/20/2005 - 05/23/2009 HP/EDS Company IT Field Support

Birmingham, AL

Projects:

- Active Directory Migration

- AMDOCS to AT&T Migration

- SMS Cleanup

- Operation Services Migration

- EDS to AT&T Migration

- AL&EA Emergency Re-location

- Accenture to AT&T Migration

- BBI & Customer Care to AT&T Migration

- Tech Mahindra to AT&T Migration

- Provide technical support for AT&T, and EDS hardware, software

and OS issues

- Assist SMS team with patch management problems

- Assist ADS team with software testing, hardware, and operating

system issues

- Perform monthly backup for Bellsouth/AT&T's Alabama President

and staff

- Provide support for California, Colorado, Tennessee and Texas

- Support 6 local AT&T buildings

- Responsible for Re-imaging computers for both accounts

- Exceeded EDS' expectations for EDS University Training

- Exceeded EDS' requirements for updating the TSC knowledgebase

IT Support Specialist-L2

8/2004 - 12/20/2005 HP/EDS Company IT Desktop Support

Birmingham, AL

- Provided technical support for Windows NT, 2000 and XP operating

systems

- Supported various applications including Microsoft Office 2000 /

XP / 2003, Connectivity VPN client,

Bellsouth Migration Utility tool, and all BellSouth applications

- Utilized AD Migration tool to move users from their current

Domain to the AD Domain

- Corrected problems with Active Directory accounts

- Provided support for LAN, DSL, and Dialup issues

- Installed and supported network printers - Lexmark and HP

- Utilized Remote Desktop to support Windows Profile issues

- Installed and troubleshot network printers utilizing static IP

addresses - Lexmark and HP

- Responsible for diagnosing computer network connectivity issues

IT Field Support Specialist-L3

6/2003 - 2/2004

TECO IT Field Support

Tampa, FL

- Performed site surveys for TECO Energy's offices in the Tampa Bay

area to prepare a variety of desktop and

laptop computers (about 5000) for upgrading to Windows XP

- Accomplished project by using DNA and imaging (Norton Ghost VIII)

each computer

- Tested all equipment to insure that all applications,

peripherals, and domains were operational

- Instructed users on Windows XP

- Provided network and HP printing technical support

- Supported Windows 98, NT, 2000 and XP operating systems

- Utilized various software applications including Novel client,

DNA Transfer Utility, Norton Ghost 8,

Oracle, and Teco Energy applications

IT Support Specialist-L2

12/2002-4/2003

Source Medical

Birmingham, AL

- Provided support for Therapy Source application for HealthSouth

and other independent companies

- Supported Compaq, HP, Dell, and Fujitsu Windows NT, 2000, and XP

operating system issues

- Supported HP printers, Exchange email, network troubleshooting

using TCP/IP, wireless range LAN routers,

Microsoft Office 97 and 2000

- Utilized Remedy reporting system to input user information and

problem descriptions and resolutions

Claim Coordinator Support

1/2000-8/2002 HealthSouth Network Services

Birmingham, AL

- Processed monthly encounter data for 30+ National Payers

- Sorted, copied, and mailed HCFAs and UB Claim Forms

- Assisted monthly close out of Group Health Capitation Contracts

- Identified patients - data entered in Excel and computed funds

for transfer to HS Facilities

- Entered HCFA and UB Claim form data for system processing of

Group Health Capitation payments and

encounter reporting

- Maintained working knowledge of ICD and CPT Coding

- Assisted Cash Unit with researching patient information and

verifying correct Regional Billing Office's to

transfer funds received by Network Services

- Provided network and printer support

- Assisted staff with computer setup and Microsoft Excel and Word

issues

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