Sales Support

DATINA MOORE, MSW 973-***-****

East Stroudsburg, PA 18302 ********@********.***

SUPPORT FACILITATOR

Passion for helping others and resolving problems

Over 10 years experience in technical support, specifically as Help Desk Technician. Successful history of working

independently by setting well-defined and realistic goals for desired outcome. Good listener and responsive to

internal and external clients while maintaining strong relationships with clients and staff by being compassionate,

reliable and caring.

Highly skilled at providing mental health services through strength building exercises for children through utilization

of In-Service Intervention, developmental screening and providing play therapy. Conduct individual and group

therapy sessions, assisting patients in assessing goals via weekly counseling sessions.

PROFESSIONAL EXPERIENCE

QUINTILES TRANSNATIONAL, Parsippany, NJ 2003 – 2014

Help Desk Technician / Desktop Support

Provided level 1, 2, and 3 desktop and helpdesk support to over 1500 office based employees including Sales

Managers, Sales Representatives and home-based users. Supported home routers, personal printers and several

software applications including, Office365, Expense Report and Learning Curve, Ceridian, Lync Integration and

support. Built and configured laptops and logged over 50 calls per day. Responsible for Videoconferencing planning

and corresponding with local and global teams. Assisted in implementation of new helpdesk by working with AT&T

and ensuring proper installation of internal and external phone lines for local helpdesk, over 200 internal employees

and 1500 external users.

• Setup local printers on site and at personal residence of home-based users, including handling setup of ticket

tracking systems Service Now and Remedy and Hp OpenView, resulting in accurate call tracking.

• Kept track of all incoming / outgoing calls and call statistics for helpdesk by running ticket report for open and

closed tickets on a continual and consistent basis.

• Trained 50 – 200 new hires annually, updated People Soft Human Recourses to reflect personal information

changes, modified sales force’s roster, ensuring new hiring and terminations were reflected.

• Trained and supported 1500 employees on new software, Veeva, Gelco, Flexdesk, and Vpn; including training

home-based users with wireless routers and printers, resulting in reduction of downtime and saved time.

• Troubleshot local / network printer and Follow me Printing, enabling employees to print from anywhere printer in

building with ID, saving time and increasing productivity.

• Decreased employee downtime and ensured project deadlines were met by troubleshooting laptops.

• Exceeded employees’ satisfaction metrics and won several Star Awards for outstanding support by following up

with employees, confirming problem resolution.

• Maintained security of systems by acting as Administrator DRS 7.0 creating accounts / ACE Server

Administrator, Cisco Administrator, creating accounts on server by adding / deleting accounts, resetting

passwords and unlocking account.

• Supported wireless laptop and routers and created Wireless Guest Accounts, ensuring login abilities for sales

force in field, tracking work progress in real time, decreasing calls from field requesting support and making

employees more efficient.

• Ensured consistent network bandwidth by creating guest accounts and removing guest from company’s network.

• Trained 1500 users on Iflex and Flexdesk, allowing access to network from anywhere.

• Decreased support call volume and gained more email storage space through utilization and support of Office 365

/ Outlook 2013 / Lync2013 and storage of emails in cloud and not on servers.

• Reduced employees’ travel between 3 sites and increased use of virtual meetings by supporting and training users

on Global Video Conferencing Polycom system.

DATINA MOORE PAGE TWO

********@********.***

Bristol Myers Squibs, Skillman, NJ 2002 – 2003

Vpn Technical Primary Support for a six month roll out Project

Was part of a VPN team to primary roll out VPN and ace server to all filed employee and office based user continued

support for additional three month after the rollout.

• Provided first level support to the field team including managers and sales reps.

• Track all call in remedy.

• Supported the Rolled out of At&T VPN to all home-based and office clients.

• Troubled shoot modems and Printers.

Quest Diagnostic, Rutherford, NJ 2001 – 2002

Technical support

Provided Technical support to lab technicians, hospital and PSC, Maintained a high level of support. Ability to

manage multiply customers request simultaneous..

• Supported 35,000 global clients and patient Center users and in labs.

• Provided password support and reset the mainframe computer when needed.

• Coordinated conference calls, for managers with vendors.

• Maintained a high level of calls in the queue 50-75 per day, using peregrine tracking system.

• Reset passwords in the Mainframe also, NT, PAl, Citrix, At&T.

• Provided technical support to Patient service center, with EVA and N-Fuse.

• Supported Novell, Torol, Entrée2 and People /soft HR.

Dendrite International, Morristown, NJ 1999-2000

Helpdesk for Elli Lilly Pharmaceutical

Supported sales reps and managers remotely with their laptops, printer and home routers also reset password. Ability

to prioritize workload based on department objectives.

• Replicated through Lotus Notes via Premier force.

• Checked files through registry editor to confirm id.

• Provided printer support, assisted user replicated their database.

• Supported People Soft

• Reset password

EDUCATION

Master, Social Work, Fordham University Graduate School, New York, NY

Bachelors, Social Work, Kean University, Union, NJ

ORGANIZATION

Diversity Inclusion Council

Employee Resources Group

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