Customer Service Help Desk
Resume:
CHRISTOPHER
MALO
CHRISTOPHER MALO - RESUME
CHRISTOPHER MALO
Albuquerque, New Mexico 87102
c_malo@y mail.com
Self-motivated, quick learning and versatile IT Professional seeking opportunities in
Technical Support and / or LAN Administration
HIGHLIGHTS
Knowledge & Experience: Microsoft Certified Professional (MCP) and Certified Help Desk Professional with 10
y ears of Customer Service / Technical Support experience. Continuing education includes preparation for formal
SunOS 10 (UNIX) certification.
Quality Customer Service / Support: Personable and articulate. Establish quick rapport with callers. Convey
technical information in clear and easily understood terms. Maintained and developed accounts for RCN,
JavaNet and Advance Magazine Publication.
Proven Leadership Skills: Advanced rapidly in the RCN organization. Trained, motivated and supervised 10+
specialists at the Springfield location. Contributed valuable ideas for improving service and operating
procedures.
Initiative / Contributions: Developed a break-tracking program for RCN's Springfield Call Center, which allowed
multiple users to manage 150 employ ees. Developed and revised Help Desk Standard Operating Procedures.
Designed and implemented new asset tracking/escalation process flow for Advance Magazine Publication IOC
department using ASP/HTML.
Technical Proficiencies: Successfully troubleshot problems with connectivity, provisioning, access, interface,
adapter, server and sy stem maintenance issues at RCN. Offer broad knowledge of web browsers and email clients
in addition to the following:
Operating sy stems: DOS - Windows 2000 / NT / XP / Vista / Win7 - MacOS - UNIX - Linux
Programming: ASP/HTML - PHP
Internet / Networking: LAN - WAN - FTP - SMS - LANDesk - PcAny where - Timbuk2
Application Software: Microsoft Office - Lotus Notes - CNI - CRM - Clarify - Keenan-Arbor - iCOMS - Primus
Database - PeopleSoft - NetCool - Bugzilla - EnterpriseWizard
PROFESSIONAL EXPERIENCE
CondeNast Publishing 2 003 - 2010
Sy stem Administrator - Newark, Delaware (2008 - 2010)
Administer EnterpriseWizard asset database including monitoring the health of the sy stem and application.
- Research, respond, and resolve to incoming issues in a timely manner.
- Develop solutions to frequently recurring problems.
- Update company wiki with new documentation on the application.
- Proactively seek way s to improve performance and usability in EnterpriseWizard.
- Work with teams to continue efforts on proper asset management.
- Implement, maintain and install new builds and releases of the application
- Report daily production issues to senior managers.
- Created and updated End User interface for Enterprise Wizard application.
- Scheduled and performed training for staff and non-staff sessions for Enterprise Wizard.
IOC (Infrastructure Operations Center) - Wilmington, Delaware (2005 - 2008)
Resolve IT issues for the largest publishing firm in the US. Coordinate efforts with various teams within the
infrastructure to resolve problematic issues.
- Research, resolve, and respond to incoming alerts in a timely manner.
- Escalate problems via the proper escalation procedures as defined in Wiki.
- Develop solutions to frequently recurring problems.
- Identify common problems within the organization and present to management.
- Develop and expand business and technical writing skills.
- Keep current with company policies and procedures.
- Develop and refine IOC Standard Operating Procedures.
- Provide feedback to management on way s to increase efficiency on the IOC.
- Improve day to day tasks via automation suggestions.
- Work special projects on an as needed basis.
- Accuracy Ability to multi-task.
- Cable and port assignments for new servers at our 801 location.
- Designed and implemented new asset tracking/escalation process flow.
Help Desk Analy st - Wilmington, Delaware (2003 - 2005)
Resolve IT issues for the largest publishing firm in the US. Coordinate requests from the Help
Desk mailbox, ticket sy stem (PeopleSoft CRM), and voicemail.
- Assisted colleagues with large-scale and complex production issues.
- Added and updated solutions to the Knowledgebase share.
- Updated Help Desk site content on the local Intranet.
- Supported product roll-outs to new markets.
- Reported daily production issues to senior managers
- Provided support using LANDesk & Timbuktu to remotely install and configure client/server applications,
troubleshoot, and instruct customers on use of all supported software
- Account Maintenance: Active Directory and Exchange, Virtual Private Network (remote access)
- Design and implementation of Microsoft Outlook forms:
New User Request, Termination, Change Management, and Permissions Request
- Designed and updated asset tracking database using Microsoft Access to track serial numbers and hardware.
RCN Corporation 1 998 - 2003
Help Desk Analy st - Princeton, New Jersey (2000 - 2003)
Resolve OSS and IT issues for the largest facilities-based competitive provider of bundled phone, cable television
and high-speed Internet services in the US. Coordinate requests from the Help Desk mailbox and ACD sy stem.
Create and maintain customer accounts.
- Assisted colleagues with large-scale and complex production issues.
- Answered UNIX related questions for UltraNet, JavaNet, NAI and 21st Century customers.
- Added and updated solutions to the Primus knowledge database.
- Updated Help Desk site content on the local Intranet.
- Supported product roll-outs to new markets.
- Ran daily call reports and weekly Reference Error Reports.
- Reported daily production issues to senior managers
- Provided after-hours support.
- Provided support using SMS to remotely install and configure client/server applications, troubleshoot, and
instruct customers on use of all supported software
TECHNICAL CERTIFICATIONS
Microsoft Certified Professional (Windows 2000)
Certified Help Desk Professional
EDUCATION & TRAINING
EnterpriseWizard Administrator (2009)
Solaris 10 (2006/2007)
NetCool (2007)
Quark/QPS (2004)
Interwoven (2004)
Adobe Photoshop (2004)
PeopleSoft (2003)
LANDesk (2003)
Apple Macintosh (2003)
Microsoft Training (2002)
Help Desk Professional (2002)
iCOMS Generalist (2001)
Arbor / BP Fundamentals (2000)
Primus Database Implementation (1999)
KEYWORDS
information technology, telecommunications, sy stems administrator, sy stems engineering, network
administrator, network engineer, customer relations, client relations, network standards, business solutions
REFERENCES
Peter Charlton
IOC Manager
CondeNast
**************@*********.***
William Schultz
TSO Manager
CondeNast
***************@*********.***
Rob Williams
Director TSO
CondeNast
************@*********.***
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