Customer Service Call

CORDARO HAMILTON

*** ***** *****, **********, ** 19805 (H) 302-***-**** (C) 302-***-**** ****************@*****.***

P rofessional Summary

I am a Network Administrator talented at resolving highly technical issues efficiently to maintain uptime and increase

productivity levels. Seeking to benefit in an IT Department with complex technical knowledge and strong leadership skills. I also

have years spent as a Technical Customer Service Specialist with a vast knowledge of web applications, software and

framework seeking to assist clients in all troubleshooting endeavors. My performance excels when I'm under the pressure of

rigid deadlines. I have my bachelors in Computer Network and Security and Will be completing my Masters in Information

Assurance in December. I am IT professional with technical and troubleshooting repair expertise. Team player who is flexible,

reliable and adaptable to dynamic environments. Seasoned Systems Administrator with the capacity to quickly learn and

synthesize new networking technologies within multiple departments

Skills

Analytical and critical thinker Data backup and recovery systems

Customer service expert Advanced knowledge of Virtual Tapes

Remote access support Sever upgrades knowledge

Systems analysis Excels in troubleshooting Skilled in Tandem/HP Switch

Cold Load system maintenence Virtual Tapes

Work History

02/2014 to 10/2014

Systems Administrator

First Data – Wilmington, DE

Assisted with the Sharepoint masterpage and page layouts, serving as company's Sharepoint support for the NonStop team

Supported the VTS catalog, where tapes were being added to the NonStop systems

Monitored network performance and provided network performance statistical reports for both real-time and historical

measurements.

Supported firewall, network monitoring and server monitoring both on- and off-site.

Worked on the tandem Comforte Nonstop systems, running reports and cold loads

Adding Virtual tapes to the servers as well as using OSM to sending alerts and messages to the on call person

Provided support while working from home to the system engineers

Ran end-user reports to have user deleted if their user names wasn't used in 90 days.

Backing up customers transaction to offsite facility

Worked directly with the Director of the NonStop group to provided updates on the Vahalla restore project

Review Prognosis data tool to check for spikes in the companies multiple servers

Remoted into offsite severs to add Clims to the servers

Ran daily backups with macros

Initiated contact with vendors and built solid working relationships with them.

Compiled, processed and analyzed test data and results to improve product quality.

Documented all server and network problems and other unusual events in detail.

Diagnosed system hardware and software problems using advanced root-cause analysis.

Monitored system logs for all company computers and devices to maximize uptime.

Upgraded and expanded network systems and their components.

Monitored company-wide trouble ticket queues.

Reviewed logs for all networking devices for unresolved abnormalities and problems.

Troubleshot and maintained all networking devices and infrastructure across the enterprise including switches, routers and

firewalls.

Communicated with vendors to resolve network outages and periods of reduced performance.

08/2012 to 02/2013

Installations Coordinator

First Data – Wilmington, DE

Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as

needed.

Customer Service Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.

Database Maintenance Assisted in the managing of the company database and verified, edited and modified members'

information.

Advanced within 3 different departments in under 2 years Recipient of the Bravo Award in 2013, 2012, 2011 Attended

BSIDES (Security) Conference Resolved technical issues for clients in person, on the phone and through

e-mail.Troubleshot new installation issues and resolved problems accurately and efficiently.

Diagnosed, configured and new terminals on the Star.

02/2012 to 08/2012

ATM Control Senior Representative

First Data – Wilmington, DE

Created employee training materials and procedures to teach in-house workers troubleshoot Network and.

Provisioning issues.

Troubleshot Atm issues and resolved problems accurately and efficiently.

Coordinated.

hardware and software repair processes with outside vendors.

Scored in top 10% of employees in successful resolution of issues

Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.

Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.

Met or exceeded service and quality standards every review period.

09/2009 to 02/2012

Member Service Senior Representative

First Data – Wilmington, DE

Provided accurate and appropriate information in response to customer inquiries.

Demonstrated mastery of customer service call script within specified timeframes.

Addressed customer service inquiries in a timely and accurate fashion.

Compiled reports and supplied data to fulfill customer report requirements.

Collected customer feedback and made process changes to exceed customer satisfaction goals.

Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.

Referred unresolved customer grievances to designated departments for further investigation.

Defused volatile customer situations calmly and courteously.

Effectively managed a high-volume of inbound and outbound customer calls.

01/2009 to 12/2010

Customer Service Agent

HSBC – Wilmington, D elaware

Provided accurate and appropriate information in response to customer inquiries about their taxes.

Demonstrated mastery of customer service call script within specified timeframes.

Addressed customer service.

inquiries in a timely and accurate fashion.

E ducation

2013

Bachelors of Science: Computer Network and Security

Wilmington University - New Castle, DE

Computer Network and Security

Coursework in Operating Systems, Algorithms and Programming Languages

Coursework in Information Technology and Computer Applications

Member of Military/Vets Student Organization Club

Current

Master of Science: Information Assurance

Wilmington University - Newcastle, DE

Member of the Military/Veterans Student Organization Club

Certifications

CISSP- Certified Information Security Systems Professional CSA- Certified Systems Administrators DED- Digital Evidence

Discovery

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