Management Microsoft Office

Lily (Lilowtie) Marin **** Eldron Blvd Palm Bay, FL ***********@*****.*** 321-***-****

Accomplished IT professional with over 14 years of experience in Information Technology with strong Technical and Administrative background. Extensive qualifications in all facets of IT administration call coordination, ticket creation/processing and project task scheduling and completion.

Global service Desk Team Lead

Nuance Communication Melbourne FL March 2012 to Nov 2014

• Started new helpdesk for 12,000 employees. Team of five agents for 24/5 shift. Responsible for Scheduling last minute call out and coverage

• First point of contact for escalation in fast pace, stressful environment

• Analyzed priority emergency outages for different department managers

• Supported policies and standards in order to provide technically accurate solutions

• Contacted associates and customers for additional information when needed

• Coordinated with different department for next step resolution

• Prioritized severity of helpdesk calls and minimize users downtime

• Managed ticketing queue, assignment and dispatching of tickets to second level support

• Maintained internal documents process and procedures. Updated knowledge base

• Trained new Helpdesk team members by counseling and setting goals

• Motivated team building excise to bump up morel

• Screened and interview new agents for department and performed yearly reviews

Siemens IT Solutions and Services

IMAC Coordinator Rockaway, NJ 2004 to 2009

• IMAC (Install/Add/Move/Change) Coordinated IMAC call queue and dual database systems

• Acted as the technical administrator within several enterprise and network systems, including COGNOS, RSA Smart Token, Blackberry Enterprise Server and Novell

• Managed all technology activities required to perform IMACs

Point of escalation to resolve technology

• Coordination of install dates and scheduling with Move Management

• Coordinated all IT disciplines for day-to-day IMACs, project IMACs, Moves, Software

Adds/Changes, Decommissions and Asset tracking

• Coordination of account creations for email, Novell, and business applications

• Coordination and management of IMAC technicians with regards to all PC move related

Activities including, technology data gathering (IP addresses, preferred printers, drive

mappings, etc.) and site preparation

• Worked with Remote users and servers – (RSA Server) Maintained users accounts and

troubleshoot connections issues. Maintained users accounts on the Cognos Server

• Satisfaction follow up (e.g. surveys, incidents, escalations, client phone calls

• Triage escalation and resolution of service delivery issues

• Placed orders for computer hardware and software from CDW website, Dell website and

Insight. Participate in customer focus groups and program management meetings

BASF Chemical Company

Call Coordinator Rockaway, NJ 2003 to April 2004

• Managed the daily call queue of cases routed to desk side by the centralized help desk.

• Reviewed and triage of cases, identification of miss-routes and appropriate assignment of work to desk side technicians to ensure proper response and SLA attainment

• Analyzed cases and determine those that required Desk side support and technician dispatch

• Provided support to 3rd party technicians ensuring that all BASF specific procedures are followed as well as forwarding along application specific documentation when needed

• Supported help desk analysts and technicians with individual case escalations

Coordinated conference calls between technical staff, management and application/service owners

• Coordinated all IT disciplines for day-to-day IMACs; project IMACs, Moves, Software

Adds/Changes Decommissions and Asset tracking

Quest Diagnostics

Help Desk Analyst Teterboro, NJ 2000 to April 2003

• Worked on a large Service Desk supporting over 35,000 internal and external employees

• Provided overall customer satisfaction support

• Provided support to Business Unit, company vendor and external client contacts

• Managed user accounts, domain rights, password resets

• Assisted system engineers with server issues, network access, network configuration and printer setups

• Coordinated conference calls between technical staff, management and vendors

Human Resources Administrative Assistant April 2000 to July 2000

• Worked with Human Resource managers

• Department Executives and employees on all manner of HR related issues

• Generated offer letters, performed background checks, managed employee confidential files, organized schedules and facilitated employee orientations. Responsible for setting up open house and career fairs.

Have worked with and possess solid knowledge of the following applications and systems for the past 14 years. Windows Operating Systems (XP Pro, Windows 7, and Windows 8), MS Office Suite applications (Outlook, MS Exchange, and Internet Explorer), PeopleSoft, and a variety of other in-house developed applications

• Active Directory . Avaya phone system

• WebEx, Att Conference Bridge . Easy Link Fax

• Microsoft Office 2010/2013 . Lync remote control

• Logmein123 . VPN remote access

• Installation hardware and software . PeopleSoft

• Peregrine Service Center . Footprints

• Clarify Call Management . Remedy

Education

Computer Learning Center

MICROCOMPUTER BUSINESS SYSTEM Paramus NJ 1999-2000

Study Operating system: Installation, software and hardware, Networking, Microsoft office suite

• 3.5 GPA

• CUM MUSSAY LAWAY

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