Customer Service Administrative Assistant

ALICIA A. HADDEN

*** *********** ****** 413-***-****

Chicopee, MA 01020 LinkedIn Profile **************@*****.***

SUMMARY

IT Professional with extensive technical and business experience in the financial services industry.

Has designed, built, tested, maintained and implemented various applications. In addition, has

desktop implementation and support experience. Core competencies include:

• Desktop Support • Asset Management • Problem Resolution

• Partnering with Systems • System Analysis

Customers • Release Testing and • Network Administration

• Comptia A+ Certification Installs • Product Support

• Business Requirements • Web Design

• Metrics Reporting

KEY ACCOMPLISHMENTS

• Wrote Business Requirements to add Ownership Details to UAM Asset Records.

• Designed and Created Employee Intranet Site.

• Implemented Asset Reconciliation Process

• Developed SLA Guidelines.

• Participated in Disaster Recovery Testing

• Developed Inventory Process.

• Wrote Application Documentation for CA ITCM, UAM, Service Desk.

• Trained Application Users.

• Improved Asset Management Processes and Procedures.

QUALIFICATIONS

Comptia A+ Certified Professional.

Operating Systems: UNIX and Windows.

Software includes: MS Office, Expressions, Dreamweaver, and Lotus Notes.

Experience in Web Design, VOIP telephones, WAP, LAN administration, PC and server installations,

server file restoration, server maintenance, and network problem resolution.

Experienced in upgrades, repairs and troubleshooting PC and printer hardware.

Expertise in web design and programming, desktop publishing, customer service, and business

communications.

TRAINING

CA APM/UAM Administration HTML Installing XP

COBOL and JCL CSS Networking Essentials

Advanced MS Access PHP NetServer Hardware

LAN Administration and JavaScript Troubleshooting

Concepts SQL HP NetServer

CA DSM/ITCM Administration TCP/IP Administering Windows NT

CA SCM (Software Compliance Manager)

UNIX C CA Service Desk

PROFESSIONAL EXPERIENCE

ISO New England, Holyoke, MA June 2011 – April, 2014

Consultant (Systems Analyst)

Assist in implementing CA Asset Management products, development of asset management policies

and conversion of data from previous asset system.

Created data mappings for data import tool.

Created UAM and ITCM reporting.

Documented software instructions.

Software licensing compliance and reconciliation.

Helped configure UAM and ITCM systems.

MassMutual, Springfield, MA 2008 – May 2011

Systems Analyst

Developed and implemented Asset Management policies and procedures including hardware

reconciliation and software compliance reconciliation.

Wrote Business Requirements to add ownership details to UAPM asset records and bring them into

compliance.

Product support and owner of UAPM and UAM Asset Management application and database (SQL).

Implemented Hardware reconciliation and software compliance.

Insured data accuracy.

Identified possible enhancements to the applications to the asset management processes.

Prepared and reported on monthly metrics.

Holyoke Health Center, Inc., Holyoke, MA 2003 – 2008

Help Desk Technician

Provided technical support to a large public Health\Dental Center. Maintained Windows XP/2000, IIS,

Apache, Exchange and AIX/Unix servers, CISCO VOIP telephony equipment, X-ray equipment,

PCs, WAP and hand-held devices, and network printers. Installed and maintained Access, SQL,

and MySQL databases.

Responsible for web development and design of intranet pages, web forms and databases.

Repaired, installed and troubleshoot personal computer hardware, software as well as various

peripherals.

Developed and taught training sessions on a variety of software products.

Researched, coordinated and procured peripherals and software.

Developed SLA guidelines and inventory process.

Cigna Corporation, Hartford, CT

Field Support Technician 1998 – 2003

Interfaced with local users and management to provide technical support for Windows legacy

products, Windows XP, NT, MS Office, CICS and in-house software, peripheral devices and HP

printers.

Repaired, installed and troubleshoot software and hardware peripherals.

Ensured distribution of software, business applications, and associated updates from the server to the

desktop while maintaining SLAs.

Administrative Assistant 1995-1998

Administrative support to Senior VP in the Retirement & Investment Services Organization.

Analytical Support Technician 1992-1995

Technical Support for Analysis & Consulting Unit.

Administrative Secretary 1988-1992

Support for LTD Auditing Unit.

EDUCATION

UMASS Lowell, Lowell, MA, Currently studying towards Bachelor's of Science Degree in IT and

Bachelor’s in American History.

Katherine Gibbs School, Boston, MA, One Year Certificate Program in Secretarial Sciences.

Contact this candidate