Customer Service Software

NICOLE A. MCCORMICK

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

Webster, NY 14580

585-***-**** (h) 585-***-**** (c)

************@*****.***

PROFILE

Systems Analyst with over 15 years of increasing responsibility in PC

upgrades, maintenance, troubleshooting, and repairs, end-user desktop and

network support, with exceptional customer service skills. An experienced

liaison interfacing with operational senior management teams, providing a

quick business resolve while maintaining an outstanding history of high

levels of service and customer satisfaction.

SKILLS

Applications: MS Office, Visio, Hyperion Essbase, MXP, Cognos 8, Citrix,

SharePoint

Databases: Access, Oracle, SQL, OTIS, JDEdwards, SAP

Operating Systems: Windows Vista, XP/2000/NT/Exchange (workstation &

server), and Windows 95/98/ME, MS-DOS, UNIX, Solaris/Sun Systems, Linux

Hardware: PC (desktop & laptop) of Printers, VPN, and Networking upgrades,

configuration, maintenance, troubleshooting, and repairs.

Languages: Visual Basic 6.0, JavaScript, UNIX Scripting, HTML, Perl

WORK EXPERIENCE

Johnson and Johnson (Contract) Rochester, NY

2009-Present Application Support Analyst

Responsibilities

o Develop Cognos 8.4 reports for customers which enable accuracy in

reporting engineering metrics.

o Resolve conflicts between application software and operating system and

or networking issues.

o Provide desktop and laptop support, hardware and software

troubleshooting, new user PC setup, creation of userids and password

reset

o Troubleshoot and diagnose application problems and Field issues

including; Part Discrepancies, Warehouse Inquiries, Paging Issues,

Technician Master Setup and Standby Technician Setup

o Install and configure fixes for applications including MXP, Lotus Notes

and Blackberry MTA paging issues running Windows platforms.

o Provide root cause analysis of issues and develop methods for continuous

improvement.

o Make several daily modifications to support customers' business and

technical specifications.

o Implement and Develop a Help Desk Access Database to track and ensure an

accurate, timely response to internal/external customers

o Perform technical and operational tests before changes are delivered and

perform Disaster recovery testing.

XEROX Corporation Webster, NY

2005-2009 Systems Analyst

Responsibilities

o Develop and analyze worldwide financial Access Oracle reports for Supply

Chain Sr. Management Team resulting in improved productivity.

o Perform all levels of hardware and software systems support for 200

computers for Sr. Purchasing Management.

o Provide training and support for various supply chain business units

gathering data for customers to assist in improving report generation.

o Provide ad hoc procurement spend analysis for negotiation purposes,

identify requirements, provide cost analysis, assist with creating user

interfaces, and develop implementation timelines.

o Research and evaluate technology solutions and provide recommendations

for improved system operations.

o Maintain and develop databases generating variance and YOY project

reports.

o Generate monthly variance reporting and analysis supporting Sr. Mgmt Team

and value chain partner relationships.

o Develop activity forecast with Transportation Sr. Manager and provide

appropriate business key drivers based on supplier spending variance.

XEROX Corporation Webster, NY

1994-2005 Systems Administrator

Responsibilities

o Manage and support 400+ customers in a Windows and UNIX environment.

Provide training and solutions to software and hardware issues.

o Configure, install, repair and maintain hardware and software systems on

Microsoft and Novell networks, PC's and printers.

o Support and resolve Windows XP/Office 2000/Exchange upgrades. Prioritize

and solve customer issues and maintain quality response time.

o Utilize and develop hardware and software troubleshooting techniques, end-

user consultation and training, and general desktop systems support to

ensure enhanced customer satisfaction.

o Gather, analyze, and report data on installs, upgrades and software

licensing, using MS Access databases and Excel spreadsheets.

o Develop Xerox XR&T (Xerox Research and Technology) IT web page using HTML

and JavaScript.

o Utilize server tools - VB, Perl, and Apache/IIS to develop back end

server functionality.

o Manage Xerox DocuShare Database applications implementing new features

and developments/enhancements. Execute UNIX scripts and Python tools to

enhance DocuShare performance.

EDUCATION

University of Phoenix - Phoenix, AZ: 2001-2004

Major: Information Technology, Bachelors Degree

Rochester Institute of Technology - Rochester, NY: 1999-2001

Major: Information Technology

Monroe Community College - Rochester, NY: 1996-1999

Major: Business Administration, Associates Degree

TRAINING

U.S. Army Reserves - Fort Dix, NJ: 1989-

1996

Microsoft IIS 4.0 Certified in Novell

Networks

Leadership through Quality training Microsoft Certified

Professional

Administering Microsoft Windows NT Six Sigma Yellow Belt

certified

Administering Microsoft Windows 2000

Contact this candidate