Software Customer Service

Alana Rieras

New Orleans, LA ***** 504-***-****

********@*****.*** linkedin.com/in/alana-rieras-67637288/

IT Systems Analyst

Implement and sustain quality software solutions for client and corporate needs

Experienced Information Technology Systems professional with proven track record of success leading technical teams through successful application service, support, and launch. Excellent interpersonal and oral and written communications skills. Analytical and highly detailed; will learn and adapt quickly.

Highlights of Expertise

Analysis

Communications

Team Leadership

Organization

Team Collaboration

Technology

Technical Proficiencies

Scripting

HTML, XML, CSS, Java

Environments

Windows 10, 7, XP, 2000, 95, NT; Windows Server 2008, 2003

Software

Microsoft Office Suite (Sharepoint, Outlook, Word, Excel, Access, Powerpoint, Project), Adobe Fireworks and Photoshop

Communication

TCP/IP, SNA/SDLC, IBM 3270, TC500

Other

SQL, WebEx, Netop, VMWare, Virtual PC, Symantec Endpoint

Professional Experience

Diebold Nixdorf, Inc., New Orleans, LA

Senior Systems Specialist (1997 – Present)

Serve on Professional Services team by configuring, testing, deploying, and documenting software solutions and procedures. Research, troubleshoot, and resolve system-related technical issues. Train customers in using and maintaining server software solutions, and mentor junior Professional Services team members.

Continuously achieve individual project revenues of $250k annually.

Increase and generate revenue for financial institutions by specializing in Host to ATM transaction processing.

Act as Subject Matter Expert (SME) and Team Lead for Campaign Office graphics and marketing distribution product to 75+ national and regional financial institutions.

Collaborate with sales department up to final deployment to optimize results of products and services, including new ATM software and hardware, server-based products, and text-to-speech (TTS).

Improved and streamlined operating efficiencies by implementing electronic journals to eliminate need for paper journals.

Serve as consultant to Sales, Services, and Technical Support teams.

Progressed through various roles, including Team Lead and Senior Systems Associate.

International Paper, Memphis, TN

LAN Administrator (Independent Contractor) (1996 – 1997)

Maintained network availability and Windows NT servers. Configured software and network and troubleshot issues. Converted and updated all software to Windows 95.

Silocaf of New Orleans, New Orleans, LA

IT Administrator (1994 – 1996)

Ensure proper operation of server, PC, network printers, and network applications. Installed and supported Microsoft, Quickbooks, and OS/2 applications and software.

International Business Machines (IBM), Baton Rouge, LA and Dayton, NJ

Software Support Specialist (1991-1994), Programmer (1989-1991)

Identified and resolved customer software issues. Installed mainframe operating systems (MVS and VM) and applied software maintenance in cooperation with customers. Supported applications and trained and consulted with users.

Boosted customer satisfaction through effective customer service and interfacing with customers and IBM Support Centers to detect and prevent software defects.

Designed and developed applications for internal customers using REXX, SQL, AS, and more.

Additional experience as IT Tutor for Xavier University of Louisiana, and as Programmer Intern for McDonnell Douglas Aerospace Information Services and for Polaroid Corporation.

Education

Master of Business Administration - Concentration in Finance

Tulane University, New Orleans, LA

Bachelor of Science in Computer Information Systems

Xavier University of Louisiana, New Orleans, LA

AT&T Scholarship Recipient

Professional Development (Technical)

SharePoint 2010 Operations

JavaScript Language Programming

Windows Server 2012: Install and Configure Server

Installing and Configuring SQL Server

HTML Fundamentals

Networking Essentials

SW Booking in SAP PPM

Phoenix Software – Advanced

Agilis 3 Windows 7 Base Image Installation and Configuration

Code of Business Ethics: Anti-Corruption, Antitrust, Code of Business Ethics, Conflicts of Interest, Legal

Business Writing: How to Write Clearly and Concisely

Security Awareness – Corporate Compliance & Security: Access Control, Acceptable Use, Malware, Physical Access Control, Social Engineering, Information Classification

Affiliations

Church School Teacher

Church Finance Committee

Neighborhood Association

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