Customer Service Management

Judy A. George

*** * *** ******, ******, NC *****

732-***-**** email: *************@*******.***

Education:

**** ****** *********** **********

New York, NY

Managing Microsoft Systems Management Server 2003

1993 Kean University

Union, NJ

Degree (Management Science)

1996 Middlesex County College

Edison, NJ

NetWare Administration and Access

Skills:

Remedy/ITSM Software Integration Project SCCM

Client Center/ SCCM/SMS 2003

Blackberry -Support NOC

Printers/scanners/Copiers, HP/Xerox/ ADMIN

System Management Server SMS Client/LANDesk 6.6

Windows 95, 2000, XP, Windows 7 Install hardware

Active Directory Ms Office - Support

Mainframe (password reset) IMAC Tech Laptop

Support MS Exchange/Outlook

Share point BPOS migration Support

Work Experience:

2012 - Present Novartis Pharmaceutical

East Hanover, NJ

*Project Coordinator/Service Desk Support Analyst - Oncology Department

- Provided technical support on a daily basis. Escalated errors in oncology

applications to external vendors and onsite tech team. Coordinated with

external vendors to ensure that all issues (tickets) were logged,

prioritized and resolved within SLAs. Contacted SME and BIMs and

coordinated software resolutions. Created tickets in remedy tracking

system

- Managed and triage multiple incoming priorities effectively by

understanding customer needs and meeting service level requirements.

Identify potential system problems and escalated to department contact

for resolution

- Analyzed and took ownership of all customer interactions, utilized

appropriate follow-through, and logged all customer interactions.

Provided timely feedback to external and internal customers via phone, e-

mail, or other form of communications. Delivered all tasks and

objectives on time

- Investigated and resolved software/hardware problems and connectivity

issues for computer users as well as generally assisting users

- Responsible for interviewing users, collecting information about

problems, leading users through diagnostic procedures, and handling

problem recognition, research, isolation, resolution and follow-up

- Responsible for logging and tracking calls using the current ticketing

database, and maintaining history records and related problem

documentation

- Active involvement with firm wide project efforts and formed

relationships on behalf of the group with IT staff members and management

2010 - 2012 Kraft\Cadbury

Parsippany, NJ

*SMS/SCCM Administration Support/Project Management

Computer Support

- Served as SMS Coordinator of Systems management Server

(SMS)

- Responsible for day-to-day end users request for

software

- Monitor an appropriate ticketing system (Remedy) for new

request and managed SMS 2003

- and SCCM advertisement and collections in accordance

with company standards

- Troubleshoot advertisement and collection issues.

- Identify, isolate, and resolved client related

distribution errors and escalated to the administrator

- Worked with the Microsoft Systems Management Server

reporting tool.

- Monitored client health reports daily and monthly.

- Checked log files. Checked CCMExec -Policy check for

errors in RED and Execmgr.log

- Imported policy on to the machine and rerun-advertisement

and got a successful report

- Fixed nomad broken clients, rerun advertisement, and

monitored client successes

- Resolved rejected, no status, and failed report

messages in sms reporting

- Used remote desktop/terminal services to support EMEAA

and AP clients

- Worked with team lead to solve exit code errors and

implement fixes.

- BPOS migration Support

- Project Management -Outlook Mailbox- all incoming request

for application issues.

- Interacted with application owners on application that

would be retired and what applications will be replaced

- Managed Testers completion of tasks and notified Senior

Managers

- Sent reminder emails to applications owners and testers

of timelines and tasks modifications

- Updated reports and advised management of status

- Checked SCCM reports for computer names, id, and

applications.

- Sharepoint - Updated reports, application information,

and status of project

2007 - 2010 Johnson & Johnson

Raritan, NJ

*SMS /SCCM Administrator/Support

- Served as SMS Coordinator of Systems management Server

(SMS)

- Responsible for day-to-day end users request for software

- Monitor an appropriate ticketing system (Remedy) for new

request and managed SMS 2003

- and SCCM advertisement and collections in accordance

with company standards

- Accepted and resolved requests within established SLA's

while providing service

- Troubleshoot advertisement and collection issues.

- Identify, isolate, and resolved client related

distribution errors and escalated to the administrator

- Maintained all established customer satisfaction

objectives

- Worked with the Microsoft Systems Management Server

reporting tool.

- Foster a positive and productive working environment

while providing superior customer service

- Monitored client health reports daily and monthly.

- After deployment of software, fixed broken clients, rerun

advertisement, and successes

2004-2007 Ciber Networking

Edison,

NJ

*Helpdesk Analyst (NOC)

- AS400 password reset, printer restart, and enabled

accounts

- Lotus notes password reset, troubleshooting mailbox

issues, added databases,

- Updated knowledgebase with fixes.

- Terminal Server support and remote desktop support

- Remedy Helpdesk tool to input computer

issues/ NOC Technician

- P-Sync password for client. Instructed

clients on How-to

- Installed windows updates and patches

- Managed downloads from the HP printer site on

to the client machine

- Worked on desktop issue by using VNC remote

- Support VPN issues and checked website for

fixes

- Service Desk support which includes trouble issue

in mailbox and delegated problems to

- Unix Admin, Engineers, and Helpdesk Manager

- Liaisons for managers and engineers concerning

server outages and notification.

- Updated other techs on any outages and verified

SLA's

- Utilize Active Directory to reset passwords, added

group members and verify account information

2003 - 2004 University of Medicine & Dentistry of New Jersey, UBHC

Piscataway, NJ

*End User Support Specialist III

- Contacted outside vendors for ordering hardware for Dell

computers

- Fixed hardware and software computer problems

- Created network accounts (IMAC) and processed

termination as requested

- Supported all desktop issues at clients' desk and resolved computer

problems over the phone

- Managed all paperwork concerning clients accounts with UBHC

- Installed and uninstall software

- Traveled to other UBHC locations to resolve client problems

- Updated all computers at client site with Windows critical

updates/virus protections

- Migrated clients PC's to XP operating system

- Swapped out hard drives and replaced with new hard drives

- Created exchange mailboxes and resolved any client problems

- Managed computer migration to XP at different locations

1997- 2003 Johnson & Johnson

Skillman, NJ

*IM Help Desk Tech./Network Adm./Desktop Support

- Provided customer service to all clients both internally

and externally

- Delivered resolutions to clients in a timely manner

- Accurately logged and tracked all phone calls and e-mails

- Communicated reoccurring problems to management for

resolution

- Supported hardware and software issues for both new and

existing applications via telephone

- Worked with lap tops - IBM 600E, T-20, T-22

(RemoteWare)

- Reset password/added programs/install programs/checked

group membership in NetWare Admin.

Reset passwords on mainframe, Vax, and SQL server

- Concentrating on email configuration for J&J users using

Microsoft Outlook

- Synchronizing/resetting NT and Novell passwords, setting

expiration limits on users'

Novell ID as well assigning rights and privileges

- Addressing issues for installation, configuration, and

operation for MS Outlook/Exchange profiles

- Help clients setup and locate databases within Lotus Notes

4.6

1994 - 1996 Middlesex County College

Edison, NJ

*Computer Instructor/Administration (Software Application)

- Responsible for the direction and supervision of Accounting

Program - Managed

student records and monitored program graduates

- Maintained relationships with area employers concerning job

skills and placement

- Prepared students in all areas of job readiness and job

skills training

- Preformed other duties as assigned by the Program Directors

- Responsible for classroom teaching

- Performed administrative functions including recordkeeping,

time sheets, grade test, attendanceand

- Implemented individualized instructions to students

TRAINING:

Ciber Networking - 2006 Johnson &

Johnson Training Workshops -2002

- Computer System Validation and Understanding System - Windows

2000 for Help Desk and OS Support Professionals

- Related Regulatory Compliance - Windows 2000 and

Microsoft office 2000

- A Practical Approach to Compliance with CFR Part 11

- Telephone Skills : Professionalism

Johnson & Johnson Training

Workshops - 1999 - 2008

- Telephone Skills: Handling Difficult calls -

Managing Microsoft Systems Management Server 2003 and SCCM

- Excellence in Service: Working with upset Customer - Ms Office

Training - Upgrade

- Excellence in Service: Providing Superior Customer Service

- Networking Training

- Ameren - Helpdesk Training - Power Utility Company - Sales

Applications Training

- Lotus Notes Training

- Laptop Training

- Outlook and Printer Training

- Networking Security

- LANDesk Training

- Work pad C3

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