Customer Service Software Engineer
Resume:
Donna R. Morlan
Brooklyn, Ohio 44144 mailto:***********@*****.***
Phone: 216-***-****
SUMMARY OF TECHNICAL QUALIFICATIONS
o SOFTWARE: MS Office Suite, VMWare, Front Range IT Service Management,
Epic Systems, GoToAssist, Altiris Carbon Copy, Microsoft SNA Server
Manager, Juniper Networks firewall management software, Symantec PC
Anywhere, Norton Ghost, Microsoft Sharepoint Services, Avaya Site
Administration, Crystal reports, Visual Basic,, MS Access, MS Word, MS
Excel, MS Outlook, Crystal Reports, MS Internet Explorer, Netscape
Navigator, Support Magic, Norton Utilities, MS-DOS, Microsoft Windows
Server 2003 Network Infrastructure including Active Directory, Group
Policy, VPN, DFS, WINS, DNS, DHCP, IIS, IP-Addressing, Plan to offer
Remote-Assistance to Client computers, file replications and logon
scripts. Installing and configuring File and Print Servers
o SYSTEMS: Microsoft NT, Windows ME, Windows Vista, Windows 7, Windows 8,
Apple IOS, Linus, Unix
o HARDWARE: IBM, Dell, Apple, HP, Gateway, Sony, Servers, Hubs, Routers,
Switches
o NETWORKING PROTOCOLS: Microsoft Windows 2003 Pro/Server/XP, Active
Directory, ADMT, DNS, DHCP, Windows 2003 Network Infrastructure, Windows
2003 Directory Services, Windows 2003 Network Environment, Windows 2003
Directory Services Infrastructure, Windows 2003 Network Security,
LAN/WAN, routers, switches, hubs, firewall, fault tolerance, network
security, RAM, hard drives, Basic Network security, server administration
WORK EXPERIENCE
The Cleveland Clinic
Network Support Specialist February 2011-October
2013
Responsibilities:
o Serve as first point of contact for customers (end users) for
incident/problem assistance
o Log and dispatch incidents for service failures and requests
o Provide technical support 35,000 clinic users and their applications
including downloads to updates and accounts.
o Responsible at a departmental level for: 1) LAN Administration, 2)
Installations, 3) E-mail Administration, 4) Consulting Services, and 5)
Problem Resolution. Conducting preventative maintenance to minimize
unplanned system outages. Provide input to the Project Services Group for
standards, policies and procedures. Perform other duties as assigned by
department manager
o Escalate and direct incidents as necessary to appropriate parties within
The Cleveland Clinic
o Utilize multiple aspects of communication for customers to assist their
needs (phone, email, remote control).
Accomplishments:
o Maintain a 40% first call resolution rate (FCR) within the limited
administrative rights environment, the average FCR for the team being 20%
o Maintain a less than two percent rejection rate for assigned incidents.
o Established a leader-like role for weekend duties.
o Main point of contact for downtime reporting and updates to the Clinic's
management staff for the Information Technology Division.
o Able to function in a multi-purpose role for both the Regional Hospitals
and the Cleveland Clinic Main Campus to support multiple aspects of
technology.
British Petroleum
Software Engineer/Systems Analyst (Contractor) April 2000-
January 2009
Responsibilities:
o Maintain Wide Area Network (WAN) for 1600 retail locations
o Analyze, design, install, implement and administer business solutions
based on the Microsoft Windows Family of server products and networks on
individual as well as networked workstations.
o Program and deploy menu updates, software updates, P.O.S. updates for all
locations
o Function as a help desk entity for corporate office and resolve trouble
ticket cases and assist other needs as they arise
o Maintain printers and related supplies for back office field locations
o Maintain Retail Back Office Systems to meet management and field-sales
information needs
o Design, implement, and support, and roll out of software for Back Office
Systems at company's Retail Store locations
o Primary Software and Hardware support for over 1,000 BP retail Stations
o Provide creation and support of all existing and new images used to
configure BOS systems
o Using virtualization technology (VMWare Software) for back office server
and POS terminals created an entire functional POS environment over the
local area network (LAN) for testing and production purposes.
o Collaborated to upgrade several field locations' LAN to more modern needs
through upgraded hardware and network materials
o Successfully able to use Norton Ghost to roll out images over POS (Point
of Sale) register PCs at field locations for a large savings amount
o Through various experiences necessary used, supported, and modified SQL
tasks and commands
Accomplishments:
o Primary Software and Hardware support for over 1,600 BP retail Stations
o Supported, modified, and designed crystal report.
o Extensive knowledge and support of Eby Brown and McClain scanning
software updates, data analysis, modification of interfaces, and
databases.
o Extensive work with X-cellnet server troubleshooting, scripting, database
management.
Systems Analyst II July 1997-April 2000
Responsibilities:
o Successfully collaborated to convert over 1600 retail site locations from
dial up services to satellite services for credit card processing,
uploads to server for reporting financials, veedor root, surveys, and
scanning.
o Testing and verification of cable connectivity and integrity of vsat
o Primary Software and Hardware support for over 1,600 BP retail Stations
o Primary support for all Texlon Hand held units, including various types
of P.O.S. scanning devices.
o Accounting support troubleshooting and analysis.
o Troubleshoot hardware and software of desktop pc's peripherals, printer,
modems, LAN/wan cabling and wiring.
o Supported, modified, and designed crystal report
Accomplishments:
o Sole Primary Software and Hardware support for over 1,000 BP retail
Stations
o Supported, modified, and designed crystal report.
o Promoted to Systems Analyst II for dedication, initiative, hard work, and
knowledge
EDUCATION/CERTIFICATIONS
[pic]
Bachelor of Science in Computer Information Systems Management
University Of Phoenix
HdI certified
February 2008
MCP Microsoft Windows XP Professional 70-270
May 2006
MCP Microsoft Windows Server 2003 70-290
June 2006
Web Design and Development
April 2004
Contact this candidate