Customer Service Microsoft Office
Resume:
Systems Engineering
Maria Elena Wharton
Current Address: **** ******* ******, *** *** Monica, El Marques, Caracas-Venezuela
(58) 212-426-***-****
PROFILE
More than 7 years’ successful experience in it helpdesk support with recognized strengths, problem-solving and troubleshooting, sales staff support, and planning/implementing proactive procedures and systems to avoid problems in the first place.
Strong Customer Service Skills
Possess solid computer skills.
Excellent working knowledge using Windows Systems and Microsoft Platform.
Microsoft Excel, Outlook, Microsoft Word.
Ability to train, motivates, and supervises employees.
More than 4 years successful Consulting experience in Microsoft Dynamics CRM 4.0, CRM 2011, SQL Reporting Services, MOSS2007, SP2010, SP2013
Excel Instructor.
EDUCATION
Metropolitan University, Caracas-Venezuela Systems Engineering, May 1990
ASK Academy, Port of Spain-Trinidad, English as a Foreign Language, Oct 1990-Jun 1991
EXPERIENCE
ENIAC, C.A, Nov 1997-Present, Caracas-Venezuela
Senior Consultant January 2007- Present
Participating in drafting and carrying out pre-sales demonstrations, presentations and writing proposals for Dynamics CRM and SharePoint 2010,2013
Coordinated configuration and implementation of Microsoft Dynamics CRM software and provided training to client staff on system usage.
Analyzed processes and CRM software systems and developed more effective systems.
Successfully implemented call center CRM solutions to record it support incidents and enhanced resolution.
Successfully implemented marketing CRM solution to a consultant firm.
Clients included Pharmaceutical Chain, Newspaper, Consulting firm, Packing Industry, Assurance Company.
Develop reports using SQL Reporting Services to obtain update information from CRM.
Successfully implemented Microsoft SharePoint Site with InfoPath Forms and 2 level Workflow to request users access to network and mobile phone requests
IT Help Desk Supervisor, November 1997 – 2007
Provided second level support to internal Help Desk to resolve user concerns with specific applications
Provide monthly statistics to Managers
Supervise support Team
CDI, May – November 2007 Caracas-Venezuela.
Administrative Manager
Responsible for clinic administrative process such as payroll, collecting sent money to banks.
Universidad Católica del Táchira, January 1995 - January 1997, Táchira-Venezuela
System Supervisor
Ensure proper function of University Labs for Students.
In charge of Students Registration process and qualifications
Professor: Introduction to computer science, Operating Systems.
Ramirez, Hernandez & Asociados November 1992-August 1993
System Consultant
Designing and Implementing Payroll system for small to midsized business, firm clients.
Montana Grafica-Covepal June 1991-July 1992
System Analyst:
Maintain Budget System using Cobol.
Implement Novell 3.0 Network with Windows Workstations.
SKILLS & CERTIFICATIONS
Computer
Middle level in several programming languages including Java, Visual Basic, C#.
Proficient in Microsoft Word, Excel, PowerPoint.
Administering Microsoft Windows 2000 networks
Backup strategies using Backup Exec
SharePoint Workflows programming
SQL Server 2005 Reporting Services.
Credential
Certification/Version
Date Achived
Microsoft Certified Technology Specialist
Microsoft Office SharePoint 2010, Configuring
Jun 22,2012
Microsoft Office SharePoint Server 2007, Configuration
Nov 13, 2009
Business Desktop Deployment Solution Accelerator 2.0
Feb 22, 2007
Microsoft Certified Systems Administrator
Microsoft Windows 2000
Jul 06, 2004
Microsoft Certified Professional-Microsoft Certified Technology Specialist -Dynamics
Microsoft Dynamics™ CRM 3.0 Customization
May 02, 2008
Language
Spanish (Native)
Fluent in English
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