JLAIRE GELAIN-JOHNSON

** ******** ****, ** *****

732-***-****

E-mail: acphbo@r.postjobfree.com

SUMMARY:

Technical support technician, coordinator and manager with experience in

Information Systems infrastructure, point-of-sale systems and education in

the following industries: Retail Sales, Communications, Broadcast Media,

Advertising and Educational Services.

PROFESSIONAL EXPERIENCE:

Claire Caring Institute, New Jersey Sept 2003-

August 2013

Part Time Office Manager

Specific duties include:

.Maintained student accounts

.Interact by phone, email, and correspondence with executive-level staff to

ensure proper scheduling of student exams and clinicals

.Provide excellent customer service and maintain student relations

.Supervise and evaluate 3 office workers, create office schedules and

process payroll.

Donovandata Systems, New York

Senior product Support Analyst/Coordinator May 2001-Feb

2009

Specific duties include:

.Analyzed all requests via our Donovan propriety software. Enter, track,

manage, and provide follow up until all related tasks are complete.

.Identify and participate in improvement efforts centered on the Request

Process.

.Monitor overall integrity of problems within the infrastructure and take

appropriate actions

to restore that integrity when problems arise.

.Provides first level online troubleshooting, client training, and

resolution of client.

.Logs detailed description of all incidents and resolutions in call-

tracking software.

.Route and monitor service requests to appropriate team members or support

departments

.Provide expert telephone support to the DDS clients

.troubleshooting Donovan's proprietary software, daisy class applications

.Log customer calls via the Incident management database/Call log system

.Maintain records and provide final solutions via the Incident Management

database ticketing system

.Research and write appropriate technical documentation on applications and

processes

.Create new user accounts, maintain and troubleshoot various problems via

Citrix

. Provide status reports to customers throughout the life of a call

.Provide on-line technical support to customers by utilizing secure web-

based desktop-sharing technology to configure software, troubleshoot

technical issues, and install updates as required

.Create C-file security request per client in order to access the various

DDS applications

Bristol Myers Squibb, New Jersey

HelpDesk Analyst March 2000-April 2001

Specific duties include:

. Assist user's in installing and maintaining local printers

. Maintain statistics and generate reports of all trouble tickets in

'Remedy' support database

. Provide 100 percent phone support for over 7,000 user's

. Train user on connecting to the Internet

. Trouble shooting Remote Access Software problems

Delia's, New York March 1999 -February

2000

Store Systems Analyst/Retail Support Technician

Supported Point-of-Sale systems at over 87 Delia's store locations.

Specific duties include:

. Manage nightly download of sales data from individual store locations

. Manage upload of audited data from host to STS system

. Reset user terminal sessions using STS Reflection software

. Train users on PC software and hardware

. Provide remote software support for POS users using PC Anywhere

. Support store personnel in downloading price data into Portable Data

Terminal (PDT) guns

. Maintain statistics and generate reports of all trouble tickets in

'Clientele' support database

USA Networks, New York August 1998 - February

1999

Telecommunications Coordinator/Technician

Assisted with major telephone system upgrade affecting over 500 end-users

Duties included:

. Punched down cross connects for adds, moves and changes

. Assisted in upgrading the telephone switch

. Installation and troubleshooting of telephone cross wires to insure

proper phone connection

. Responsible for creating telephone accounts on the server

. Performed and kept accurate account of all inventory

. Provided technical support to users of the new telephone system

. Developed and maintained intranet content regarding the new phone system

EDUCATION:

Thomas Edison College January 2015

Pursuing a Bachelor's Degree in Marketing

Union County College, Cranford, New Jersey May 2007

Associate Degree in Liberal Arts/Psychology

The Chubb Institute, Jersey City, New Jersey September

1997 - May 1998

Certificate Program in PC Technical Support

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