Customer Service Representative, Help Desk Support, Analyst, Business

OBJECTIVE

To secure a position as a team-player in a people-oriented organization where I can maximize my skills and achieve the company goals with a positive attitude. Business and IT support professional for 17 years. Motivated to achieve goals and generate results. I possess experience in Project Support, Customer Support, Quality Software Testing, Administrative and Office Support. Highly dependable, and eager to learn and contribute to a team.

COMPUTER SKILLS

Software

• Remote Access, Citrix, Virtual Protocol Network (VPN); PC Anywhere

• Ticketing Software: BMC Remedy; Remedy On Demand; Tivoli

• Microsoft Office: 2003, 2007, 2010 including MS Outlook and HP Quality Center.

• SharePoint 2007; SharePoint 2010; Active Directory and password resets

• Operating System: Windows XP; Windows 2000 Professional; Windows 95 and 98; Windows 3.1 and DOS. Internet Version 7, 8 and 9.

Additional Knowledge

• SAP Production (Release ERP 7.01 EHP1), Sales and Distribution, MS Word, Excel, PowerPoint, Internet Explorer, Help Desk & Escalation Resolution, Internal/ External Customer Service.

• Mainframe (Multiple Virtual Storage) for batch processing and (SUS) Sysco Uniform System.

EXPERIENCE

Sysco Corporation, 4/1995 to 12/2012

Contractor – Apex

Project Support 1/2013-3/2013

• Work with projects related to Remedy On Demand by going through the test cases and recording the test results on the Excel spreadsheet. In Remedy On Demand, create and close incidents.

• In Remedy Version 7.1, close out all of the local tickets prior to a specific date, and review the Operating companies open incidents. Assist in evaluating a list of incidents related to passwords.

• Remove the Knowledgebase solutions from Remedy 7.1 to Remedy On Demand to help support the new implementation.

• Flag the Critical Incidents from a specific date with a brief summary to help analyst to recognize easily.

Analyst, Business I 1/2011-12/2012

• Coordinate and monitor work incidents reported through the BMC Remedy User Application for the Center of Expertise, Order Management Team, using SAP Sales and Distribution. Research and help ensure customer satisfaction to issues.

• Some Analyst work related to Functional Acceptance Testing, working with the End user to complete User Acceptance. Also responsible for some Regression testing for production, Sysco Market.

• Cross-communication with other Business and Information Technology teams, such as Procurement, Development, Infrastructure, Business, Customer Relationship Management, Transportation, Desktop, Mobile, Operations, Basis and the Customer Support Group about SAP production issues.

• Create and compile solutions for knowledge transfer. Work in immediate situations to help support the business needs, using multi-tasking skills. Attend meetings and work with projects.

Analyst/Customer Interaction 1/2009-12/2010

• Communicate with both internal and external customer issues reported for Legacy systems.

• Research and help ensure customer satisfaction to problem resolutions. Mentor and share information.

• Attend team meetings. Monitor department issues, work with priorities, and ensure proper assignment.

• Make contact with customers to assist with application and specific technical issues with other groups.

• Log into the Sysco Uniform System (SUS) to help relate to the customer situations. Create solutions.

Quality Software Analyst 12/2007-12/2008

• Interface with team members in relation to department activities and team meetings.

• Review and analyze quality inspection data to find specific types of quality problems.

• Legacy, System AS400: Create defects and provide information to have the issues addressed. Work with test plans, using the company formats. Involved with regression and user acceptance testing.

• During and after the test plan execution, report results and assurance to programmers and developers.

Team Leader 3/2005-12/2007

• Manage BMC Remedy software to create statistics and reports for Analysts performance.

• Supervise the Support Center and help to create problem management reports. Monitor issues.

• Help to develop and mentor the analysts’ core competency for improvements and assign projects.

• Verify quality, accuracy and timeliness of the team service to meet departmental goals.

Sr. Systems Analyst 7/2003-3/2005

• Train and mentor new analysts and create work schedules and utilized Visio for diagrams.

• Lead and ensure customer issues were answered in a timely manner. Prioritize and assign projects.

• Answer customer calls with professionalism and help to train System Support Analysts.

• Collaborate, Identify research and resolve basic application and technical issues at first level.

• Perform multiple platform password management. Work with Telecommunication carrier issues.

Systems Support Analyst 10/1997-7/2003

• Answer customer calls with professionalism and help to train and mentor other Analysts.

• Interact with internal and external customer requests by phone, walk-up, voice mail and emails.

• Document customer issues into the Problem Management System. Interact with Telecommunications.

• Collaborate, Identify research and resolve basic application and technical issues at first level.

Treasury Assistant 7/1996-10/1997

• Provide Administrative support to the Vice President of Investor Relations.

• Prepare and mail financial reports to stockholders. Retrieve and direct incoming calls.

• Assist Treasury with special projects using PowerPoint, Microsoft Word and Excel.

• Backup administrative support for the Employee Benefits, Insurance and Cash Analyst departments.

Secretary 2/1996-7/1996

• Provided Administrative support for the Disposables Department with light typing duties.

• Processed expense reports for approval. Manage and sort the department mail.

• Work with Microsoft Word, PowerPoint and Excel. Direct incoming calls to needed departments.

Corporate Floater 4/1995-2/1996

• Support special projects related to the Insurance and Risk Management department.

• Complete mail-outs for the Employee Benefits department. Worked with Microsoft Word, PowerPoint, and Excel. Manage and sort departmental mail, and direct incoming calls. Direct incoming mail.

EDUCATION

Sysco Interactive University: IT Infrastructure Library ITIL Foundations, 8/2008; SAP CRM, 2009 course

STI Knowledge Enterprise Support Solutions for Certified Help Desk Manager, 8/2005

Certified Knowledge Management, 8/2004 and Certified Help Desk Professional, 3/2003

Houston Community College (Academics), 5/1996 to 4/1997

Texas School of Business, Word Processing course, Houston, Texas - 1/1987 to 2/1987

River Parish Vocational Tech School, Typing Certification, LA - 9/1984 to 12/1984; Clerk-Sec 5/1982 to 12/1982

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