Customer Service Technical Support

ANITA DEOLIVEIRA GONCALVES

** ***** ******, ******* *******, M6J 3R3

Phone: 416-***-**** Cell: 647-***-**** / Email: ***************@*******.***

Objective

I am looking for the position a technical support position in an organization where I am able to utilize my expertise and 10 years of experience in great personable customer service. I have skills in technical support, network administration, network security, database administration & reporting and project deployment.

Experience

AUDIENCEVIEW TICKETING, Toronto ON (November 2011 – Present) – Application Support AnalystSupport over 160 worldwide clients on AV Ticketing system developed specifically designed for ticketing Responsible for the day-to-day support of clients so as to ensure that AudienceView fulfills its contractual support obligations and maintains a high level of client satisfaction. Delivering effective and courteous support via telephone and e-mail in response to Clients requestsReplicate and log software issues in JIRA and Salesforce where I provide timely updates on the status andManage the expectations of our users, providing updates using standard SLA guidelinesResponsible for performing detailed investigation into the causes of production issues and identifying temporary solutions until permanent resolutions are implemented by the production teams;

POINTS INTERNATIONAL, Toronto ON (March 2011 – October 2011) – Transactional Support Analyst Supported over 169 Partners worldwide for 9 company products developed specifically designed for loyalty rewards; Responsible for performing detailed investigation into the causes of production issues and identifying temporary; solutions until permanent resolutions are implemented by the production teams;Responsible for following up with Partners regarding transactional processing errors & file transfer issues;Supported internal Customer Service Representatives with Points.com customers transactional issues;Performed modifications & updates to files/ transaction records as required to ensure systems were up-to-date;Tracked and followed up on any outstanding issues, keeping management informed of their status; Performed regular check up on applications and transactions;Responsible for updating status of transactions (ie: Cancelling/Holding suspicious/fraudulent transactions); Responsible for resubmitting transactions and ensuring payment was received;Logged & tracked all issues, inquiries and production bugs in JIRA; Used Oracle SQL has the primary tool to investigate transactional issues;

SMART!CENTRES, Vaughan ON (May 2002 – March 2011) - Helpdesk / Desktop Technical Support Analyst Provided in-house support and technical issue resolution via E-Mail, phone and remotely (Logmein Rescue/Dameware) to over 300 users on all software and hardware issues; Logged all calls in the TRACKIT helpdesk software database, prioritize and assign calls to other team members, ensuring call closure with the IS/IT group; Inventoried and audited hardware and software in database;Updated helpdesk database with inventory additions and changes as well as user requests; Created, maintained and run helpdesk reports to be used to assist in problem reduction and resolution; Built/Imaged/Repaired computer or laptops Assisted in the administration of the company systems for password resets, new user setups and employee terminations; Developed user documentation as a communication and training tool; Enforced implemented IT policies; Assisted with Network backup protocols;Managed inventory of tapes stores on and offsite and tested procedures to ensure viability of stored historic data; Assisted in ensuring virus protection & compliance with corporate security policies using Symantec Endpoint Protection; Maintained with assistance from team members a network incident report and resolutions logs; Consulted with team members on complex architectural configuration and operational issues; Supported Audio/Visual equipment, including Video Conferencing between Head Office/Remote Offices & External Partners (Tandberg Edge 95 & Tandberg 800); PolyComm Units, Digital Projector & Elmo Document Projector Support;Supported Corporate Blackberry and provided off-hours support by carrying a Blackberry device and remoting onto servers or user desktops via Remote Access Tools such as Logmein Rescue; Used WebEx and GotoMeeting applications

CREIT, Toronto ON (September 2000 - May 2002) - Technical Support Specialist Provided 1st & 2nd level support for technical and application issues such as JD Edwards, Citrix, DYNA, AS\400, Argus, MS Exchange, Microsoft Applications in a Windows NT\98 and 2000 Environment; Troubleshooted end-user’s application problems, system and network performance issues; Logged issues & requests into Helpdesk Track It system, while identifying & documenting problem trends; Escalated complex and major problems to ensure they are resolved appropriately; Installed, Configure and support software and hardware to meet operational requirements; Backed-up and restored systems and application data; Ensured LAN and WAN networks run effectively and efficiently; Developed user guides and manuals and tip sheets for both IT personnel and Users; Produced detail technical documentation for hardware and software solutions; Documented system infrastructures and detailed system configurations; Responsible for auditing workstations, file security and users accounts;Responsible for implementation & maintenance of the Meridian PBX/Norstar VoicemailResponsible for troubleshooting and solving all telephone & voicemail issues; Generated technical solutions for remote offices; Maintained and administrated company website for www.creit.ca; Developed and maintained pilot project for Corporate Intranet;

Hostopia Inc. / Bluegenesis, Toronto (May 2000- August 2000) - Technical Support Specialist Provided support in email configuration, uploading website, securing vital web pages; Supported in-house developed control panel application; Supported MS FrontPage, ExBuilder, 1st Page, and other HTML Editors; Troubleshooted problems with email accounts and websites and Intranet Explorer related issues; Communicated with Customers by email and by telephone with development and coding issues;

Education

Ryerson University - Information Technology Management In the process of taking the Bachelor of Commerce in Information Technology Management part-time Completed the ASP Active Service Pages Workshop

Humber College (August 1995 - May 1999) - Computer Information Systems Successfully completed the Computer Information System Program Achieved Honor Standing in the School of Information Technology and Accounting Part-time employment with the College Helpdesk;

West Toronto Collegiate (September 1990 - June 1995) Accomplished OAC Computer and Problem Solving with HonorsRecipient of the Silver Honor Scroll Award, Academics Merit Pin, Academic & Athlete Awards;

First Portuguese Canadian Club (September 1989 - June 1994) Accomplished advanced speaking, writing and reading skills of the Portuguese Language;

Skills

Platforms: Windows 2000, XP & 2007 desktops, Windows NT 4.0, 2000, 2003 server, UNIX; AS/400

Software: Yardi Financial system, SQL & MS Access databases, Microsoft Office 2000, 2003 & 2010 applications, VPN (RSA & Crypto Card) for Remote office access, Printing and Scanning using Smart Send; Tax Prep, Argus, Adobe Creative Suites, AutoCAD, Google Earth & Sketch-up, Adobe Acrobat; MS Visio, MS Access, Symantec Anti Virus & Ghost, Yardi Financial System, Crystal Reports, MS SQL, AutoCAD, Adobe Creative Suite, Track It, Lotus Notes, Dameware, LogmeIn, IE & Firefox; Oracle SQL, Unix, Wiki Colloboration tool, JIRA; Salesforce;

Hardware: Dell / IBM desktop & laptops, Xerox Printers/Scanners, PolyComm Units, Digital & Elmo Document Projector, Tandberg Video Conference; Blackberry RIM, Android Tablet & PhonesExcellent logical and organization skills demonstrated through all roles Self motivated, detail oriented and dedicated to completing assigned tasks Able to grasp new ideas & concepts quickly and with ease Team player with the ability to work well with teams or groupsAble to work independently and efficiently to meet deadlines. Proficient in Internet related applications such as E-Mail clients, FTP clients and Web Browsers. Excellent communication (oral and written), interpersonal, organizational, and presentation skills. Quickly adaptable and able to multitask in the changing technical and managerial atmospheres that are common in today's marketplace.

References Available Upon Request

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