Customer Service Management

David A. Facchini

*** ******** ****** ********, ******** 60040 630-***-**** **************@*****.***

QUALIFICATIONS SUMMARY

Results driven, goal oriented IT professional with over 16 years experience in administration and support

of information systems.

Hands-on technical expertise in the analysis, troubleshooting, and documentation of networking systems.

Solid working experience with hardware tools, utilities, and services.

Demonstrated ability to diagnose complex problems and consistently deliver effective solutions.

Proven talent in developing positive working relationships, problem-solving, effective training, and strong

customer relations skills.

Experience monitoring and directing contracted offshore resources.

TECHNICAL SKILLS and KNOWLEDGE

Working knowledge of TCP/IP, SNA, IPX/SPX, HTTP, and DNS protocols, VPN, leased line, Frame Relay,

VOIP and UNIX

LAN/WAN, Citrix Server, Windows Terminal Server, Windows Remote Desktop, Telnet

Working knowledge of Mainframe/RACF environment and RACF Profile Management

Active Directory, BMC Control SA (CSTA), Exchange Server, RSA Token access

GUI/Web applications

Disaster Recovery

Layer 1 technologies and hardware; CSU/DSUs, and modems

Netview 6000. SharePoint. SiteScope, Service Center, Silk Central, SiteMinder, Patrol, Mole, Tivoli Tec

System/Service Level monitoring and KPI/metric reporting, NSync, TBart, Wily, IMS4000, NMC

Lotus Notes, Sametime

Remedy

PROFESSIONAL EXPERIENCE

CAPITAL ONE, Schaumburg, IL (Long-term contract through InSight Global) Oct 2012 – Feb 2015

Application Security and Risk Management

User authentication, provisioning, and support for Active Directory, LDAP, Mainframe, GUI environment,

and In-House applications.

Create/modify group & group memberships through 3rd party tool (Active Roles Console).

SME for FDR (First Data)

RACF Profile management through user roles.

Determine accesses and create/modify/disable users/groups in Active Directory.

Troubleshoot user login, access, and functionality issues.

Update documentation on authentication and provisioning procedures

Follow SLA’s for provisioning and troubleshooting.

DISCOVER FINANCIAL, Riverwoods, IL (Contract through CRS Group, Itasca, IL) Apr 2011 – Feb 2012

System Analyst Payments Network Support

Provide remote network support and service applications for the Discover Diners Club global network.

Monitor, identify, and resolve network and service problems including circuit/Telco issues,

routing/connectivity issues, and application performance across the LAN/WAN and security

infrastructures.

Perform basic UNIX troubleshooting in accordance with SOPs.

Manage incidents and problems including tracking, resolution, and root cause analysis.

Open trouble tickets, and interface with telecommunications providers to resolve issues on both new and

existing circuits.

When necessary, initiate established emergency procedures mobilizing all levels of management to ensure

processes are in place to support expected customer service levels.

Follow up with all levels of clients’ management and advise progress until all issues are resolved.

Page 2 of 2

Confer with other network operations centers and telecommunications providers to debug and diagnose

network and circuit problems.

Interact with international and regional IS associates, Technology Service Delivery units, and end-

user/client support staff.

Hands-on experience working with service providers and ISPs.

Update reference documents database to aid team members when troubleshooti ng.

Monitor and assign level 3 incidents.

Notified internal and external users of what would be impacted through Service Center.

Created positive working relationships by providing support for customers, connectivity, hardware,

software, mainframe, and telephony issues in a timely manner.

Participated in Rapid Response Team (RRT) conference calls.

Logged all transactions that came in by email, voicemail, and via phone calls .

HEWITT ASSOCIATES, Lincolnshire, IL Oct 1996 – Dec 2009

Systems Operator (June 1999-Dec 2009)

Promoted to Systems Operator in just a little over one year as a Technical Customer Support Administrator.

Provide remote network service and security support in the Network Operations Center for the global

network.

Monitor, identify, and resolve network problems including circuit/Telco issues, routing/connectivity issues,

and application performance across the LAN/WAN and security infrastructures.

Manage incidents and problems including tracking, resolution, and root cause analysis.

Open trouble tickets, and interface with telecommunications providers to resolve issues on both new and

existing circuits.

When necessary, initiate established emergency procedures mobilizing all levels of management to ensure

processes are in place to support expected customer service levels.

Follow up with all levels of clients’ management and advise progress until all issues are resolved.

Work with a team of 20 systems operators to monitor the Hewitt network, respond to outages, and meet

resolution deadlines.

Confer with other network operations centers and telecommunications providers to debug and diagnose

network and circuit problems.

Test remote access devices and connectivity.

Interact with international and regional IS associates, Technology Service Delivery units, and end-

user/client support staff.

Inspect firewalls.

Hands-on experience working with service providers and ISPs.

Answer telephone calls to assist clients who encounter computer problems.

Train new hires.

Technical Customer Support Administrator (Mar 1998-May 1999)

Promoted to Technical Customer Support Administrator in less than 1-1/2 years as an HR Transaction

Specialist.

Responsible for answering and responding to all the incoming calls into the Global Support Center.

Update reference documents database to aid team members when troubleshooting.

Monitor and assign level 1 incidents.

Created positive working relationships by providing support for customers, connectivity, hardware,

software, mainframe, and telephony issues in a timely manner.

Notified internal and external users of what would be impacted through System Status.

Elevated information to the next level whenever necessary.

Logged all transactions that came in by email, voicemail, and via phone calls in Remedy and Event Tracking

Tickets.

HR Transaction Specialist (Oct 1996-Feb 1998)

Responsible for assisting different groups throughout Hewitt who need help in projects and other areas

that need assistance.

Data entry, filing, photocopying, recordkeeping.

EDUCATION

Bachelor of Arts – Marketing, Columbia College, Chicago, Illinois

Contact this candidate