Customer Service Security
Resume:
Paul R. Amen
Mooresville, NC 28115
Home: 704-***-****
Cell: 704-***-****
*******@*****.***
SUMMARY
. Highly personable and enthusiastic professional with over thirteen
years of IT experience.
. Excellent customer service skills with proven effectiveness in
organization and communications. Takes pleasure in teaching and
guiding fellow colleagues.
. Self-motivated, visionary and goal-oriented leader, driven to achieve
the goals of the business.
. Quick adaptation to new applications and technologies. Works
cooperatively in team environment.
EXPERIENCE
TIAA-CREF
Charlotte, NC
Senior Technical Support Specialist - IT Desktop Support
2012 - Present
Responsible for Desktop Support to internal users
. Provides hands on tier 2 support to business end-users
. Responds to incidents and requests within ticketing system, providing
resolution within business environment.
. Install, Configure, Upgrade and troubleshoot Windows operating
systems, Microsoft Office and Internet browsers and Applications.
. Deploys and troubleshoots end user computing devices including
Laptops. Desktops, Printers, and Wireless Devices that are aligned
with TIAA-CREF's business strategies and directions.
. Configures and supports remote including Cisco Any Connect and
connectivity.
. Provides customer training and knowledge documentation.
. Troubleshoots incidents and fulfills requests within established
Service Level Targets.
. Interacts with business end-users, Service Desk, Engineering, IT
Information Security, Technology Providers and Vendors.
TIAA-CREF
Charlotte, NC
Sr. Service Desk Analyst - IT Customer Service
2010 - 2012
Responsible for technical phone support to internal users for password and
system issues.
. Performs all Level 1 and 2 functions plus works on much more complex
technical problems.
. Works to determine problem recognition, research, isolation and
resolution steps.
. Resolves simple to mildly complex problems (across all technology
disciplines) on the initial call.
. Monitors TIAA-CREF's Service Desk phone line for incoming calls from
clients experiencing technology problems with either infrastructure
equipment or business applications.
. Interacts with the stack managers, other control center staff,
application delivery staff, and the client community.
. Works independently on moderately to complex problems.
. Assists and trains junior analysts on incident resolution.
TIAA-CREF
Denver, CO
Business Analyst - Institutional Client Services
2007 - 2010
As a part of Institutional Client Services team, I am a liaison between the
users and the technical staff dealing with production issues and the
deployment of new applications
. Analyzes business processes; communicates deliverables to
Institutional Client Services and implements technical/business
solutions.
. Documenting Functional, Business and Technical Requirements.
. Displays problem solving and analytical skills, using them to resolve
business problems.
. Apply standard policies and procedures to resolve routine issues.
. Assist with internal audits and provide information as requested.
. Coordinated and executed training sessions for new application.
. Strong working knowledge of systems/applications software and the
information technology industry.
. Responsible for installations, applications and access for
Institutional Client Services by means of Service Now.
TIAA-CREF
Denver, CO
Security Administrator - Information Security
2004 - 2007
Responsible for technical support to internal users with respect to
security, passwords and system access issues.
. Create and maintain new and existing user accounts on the network
infrastructure.
. Continuous customer contact in an effort to increase customer
satisfaction.
. Control, monitor, and maintain access to multi-platform products such
as Active Directory, Mainframe (RACF), CORE and AS400.
. Oversee evaluation, installation, and testing of new or revised
security-related hardware and software products.
. Troubleshoot problems though email requests, service center incidents
and telephone (Genesis).
. Knowledge of information security issues and trends; awareness of
leading practices and regulatory requirements such as Sarbanes-Oxley.
. Second level support for helpdesk and end-user services.
TIAA-CREF
Denver, CO
Desktop Support Agent II - IT Customer Service
2001 - 2004
Responsible for technical phone support to internal users for password and
system issues.
. Troubleshoot problems by phone with internal users, frequently
connecting to user workstations using Laplink and Tivoli; periodic
workstation visits for troubleshooting purposes.
. Support for proprietary software, AS400, Microsoft Windows
Applications, Microsoft Office Products, Internet, and hardware.
. First level support for End-User Services, Operations Command Center,
server management and network support
PRIOR EXPERIENCE
TIAA-CREF
New York, NY - Denver, CO
Senior Quality Control Indexer/Helpdesk Representative
1993 - 2001
TIAA-CREF
New York, NY
Institutional Services Representative
1991 - 1993
TECHNOLOGIES
Computer Platforms: IBM Mainframes, IBM AS400, Lenovo PC's,
Lenovo Laptops,
Operating Systems: Windows XP, Windows 7 and ACTIVE
DIRECTORY Application Software: Microsoft
Office 2003, 2007 and 2010, Cisco Any Connect
Tivoli Remote, Tivoli Endpoint Manager, IDM, Service
Center, RSA Key Fob/Remote, VPN Access, PeopleSoft 8.9, Visio, Siebel 8.1, Genesis, Symantec
Endpoint Encryption, Maximo, McAfee Endpoint Encryption
Network Protocols: TCP/IP, IP/IPX, FTP Token-Ring,
Ethernet, WAN/LAN
EDUCATION
Denver Technical College, a Division of DeVry University
Denver, CO
AAS in Computer Information Science/Network and Systems Administration
2000
TECHNICAL CERTIFICATIONS AND TRAINING
Microsoft Office Excel 2003-Intermediate, New Horizons
Englewood, CO
Microsoft Office Excel 2003-Advanced, New Horizons
Englewood, CO
Attacks and Security, ElementK
Denver, CO
Cisco Router Security 1.0, ElementK
Denver, CO
RACF Administration, the Henderson Group
Denver, CO
A+ Training - Arapahoe Community College
Littleton, CO
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