●Experience with Atlassian JIRA, Confluence
●Windows XP and 7 and MS Office Suite: Outlook, Word, Excel, PowerPoint, Publisher, Lync and Sharepoint
●Google Email, Hangouts, Drive, Sheets
●Adobe Acrobat/Reader; Quicken; Lotus Notes; Good for Enterprise; Active Directory; VPN and Basic Networking: TCP/IP, DHCP and DNS, IE 8, 9 and 11.
●Ivanti, Log Me In, Network Scan, VNC, Bomgar
BS, Psychology, University of the West Indies, (GPA 3.7) 2003
MBA, Graduate Courses, Nova Southeastern University
Alpha Kappa Psi
Randstad’s Women in IT
Application Support Engineer
●Seven years technical support experience
●Ability to collaborate with various stakeholders in the SDLC (Agile method)
●Excellent technical, troubleshooting, diagnosing and problem solving skills
●Top employee for the month of July (State Farm), outperforming 70 employees and nominated for a Randstar (Randstad)
●Led discussion/feedback in team meetings on technical issues, processes and procedures
●Exceptional customer service skills; prioritizing and solving technical problems via clear and professional writing, telecommunications and interpersonal interaction
A leading SaaS platform technology company providing innovative solutions to drive engagement and travel loyalty between brands and their customers.
2017 to 2018
APPLICATION SUPPORT ENGINEER
●Subject Matter Expert (SME) in the Bridge2 Travel applications, integrations and operations, providing effective operational and technical advice.
●Served as primary point of contact between the IT team and the Travel Operations Service Center for application support and issue resolution.
●Performed in-depth route cause analysis using resources such as log files (kibana
●Collaborated with the development team in Agile Environment.
●Worked closely with development, infrastructure, QA and DBAs teams to resolve issues.
●Provided support in case of outage related to the application/network issues/other IT apps.
●Provided updates and resolutions to internal teams and directly to client, when appropriate.
●Made recommendations for application and process enhancements to improve the application as well as to compensate for chronic issues.
●Documented client software configuration and technical issues as knowledge based articles.
●Worked alongside implementation Project Managers to configure account settings for new and existing client programs.
●Authored and owned detailed documentation of client account configuration.
●Developed operational expertise to share knowledge with internal teams and clients.
●Worked with customers to monitor, identify and address technical concerns and requests.
●Maintained regular contact with supplier technical account managers (third party vendors).
●Held and reported on regular reviews of supplier operational performance.
●Escalated urgent problems requiring more in-depth knowledge to appropriate
Randstad USA, Atlanta
The third largest US staffing firm in the United States of America, my primary responsibility is to diagnose and solve technical issues for internal and temporary employees.
2014 to 2017
TECHNICAL SUPPORT SPECIALIST
●QA testing (shadowing) for Randstad’s primary application, Randstad Front Office.
●Application support for Randstad Front Office system and Workplace.
●Implemented, configured and tested communications application, SendWordNow, for enterprise use in outages.
●Prepared training manual for Support Services in order to equip them to use SendWordNow.
●Developed relationships internally and externally that foster collaboration for effective problem resolution.
●As the first line of contact with end users, I identified, resolved and reported technical issues encountered with new software or changes to software.
●Created and disable basic PeopleSoft user accounts for employees.
●Used RDP, telephone and web application to connect to users to diagnose, troubleshoot and resolve technical problems (desktop, laptop and mobile devices).
●Setup Active Sync on smart phones.
●Identified, researched, and resolved or escalated software, hardware and network problems to the appropriate area(s).
●Responded to inbound calls, voicemails, online tickets and chats.
●Documented, tracked and monitored incidents in Front Range ticketing system to ensure timely resolution.
●Maintained Randstad General Staffing security protocols.
●Installed approved software including antivirus software.
State Farm Insurance, Atlanta
One of the largest Insurance companies in the United States of America, my primary responsibility was to diagnose and solve technical issues for agencies, employees and contractors throughout the USA and Canada through remarkable customer service.
2013 to 2014
SOFTWARE SUPPORT REPRESENTATIVE
●Used RDP, telephone and Microsoft Lync to connect to users to diagnose, troubleshoot and resolve technical problems (desktop, laptop and mobile devices).
●Expert in MS Outlook including rebuilding and renaming Outlook profiles and cached mode.
●Performed troubleshooting of Microsoft Lync issues including audio and video meetings.
●Transferred data between network drives.
●Accurately maintained record of tickets resolution and actions taken in HP Service Manager.
●Utilized and updated knowledge base and other resources such as the bulletin board to adequately and efficiently resolve or assign tickets.
●Led team huddles on various occasions.
●Recognized in Rewards and Recognition Program.
Nova Southeastern University, Fort Lauderdale
The USA’s seventh largest, not-for-profit, independent university, with more than 28,000 students and 103,000 alumni.
2006 to 2008
HELP DESK ASSISTANT (CALL CENTER SUPPORT)
●Provided telephone and online Customer Service/Information Technology support.
●Served as first point of contact for students, faculty and staff calling the Call Center.
●Completed call logs accurately in utility.
●Exercised excellent customer service principles and practices.
●Identified, researched, and resolved priority issues and other complaints professionally and efficiently.
●Used software and utility to provide technical support for and general information to current and potential students, alumni, faculty and staff.
●Displayed proficiency in relevant computer applications.