Technical Support Customer Service

MIKE J. OLIETTI

*** ********* ****** #*** 404-***-****

Atlanta, GA 30309 ********@*******.***

OBJECTIVE Obtain a position as an IT/Customer Service professional by applying business, technical, ITIL best practices, and soft skills within a challenging & fulfilling environment.

PROFESSIONAL EXPERIENCE

2009-Present Children’s Healthcare of Atlanta, Atlanta, Georgia Sr. Solution Center Analyst

Utilizes ITSM systems (HP Service Center and CA) for tracking all

Incident Management issues

Provides data for root cause analysis in support of Problem Management processes

Produces Solution Center documentation in support of Knowledge Management administration

Facilitates and administers Event Management activities relative to

initiated escalations

Provides leadership relative to 2nd shift activities, which includes

operational responsibilities and procedures

Directs Solution Center Analysts in proper, daily procedural processes

and organizational functions

Conducts the monthly New Employee Orientation Solution Center presentation for IS&T staff

Facilitates the follow-up of customer issues for a complete and satisfied resolution, which has resulted in numerous accolades

Screens & interviews new hire candidates for Solution Center Analyst position

Trains and mentors Solution Center Analysts & new hires

Contributes to the Solution Center established SLAs

Volunteers to cover additional shifts when gaps occur

Provides Solution Center after hours, on-call support

Supports proprietary software, Windows 7,Citrix, Printers, Email and Airwatch configuration on IPhones, MS Office applications

2007-2009 American Bodyworks, Inc, Marietta, Georgia (Franchise Startup)

Technical Support Specialist

Workforce planning and management of internal employees, external contractors and vendors relative to tasks, projects and installations

Responsible for the evaluation and reduction of IT and Security operational costs for corporate office and franchisees

Assessed and triaged security repairs requested by franchisees

Managed technology support to include laptops, pc’s, security, web email accounts, MS Outlook, ClubRunner, Microsoft Office and XP

Provided virtual and onsite support for franchisees to include installations

Maintained, researched, inventoried and ordered computer and network equipment; maintained software licensing; performed software upgrades

Developed procedural documentation and process automation - Implemented the Red Flag Compliant Policy

Resolved connectivity issues with Cisco VPN Client and DSL

Created job cost estimates, invoices and PO’s for contractor and franchisee assignments

Provided IT and Security emergency 24x7 phone support

Responsible for adding/changing employee and franchisees setups to include computers and phones

Established productivity improvement and workflow optimization processes

2003-2007 Marsh, Inc, Atlanta, Georgia

Local Technology Coordinator

Telecommunications Administrator on the Avaya Definity Phone System

Administrated the Octel Voice Mail System and company Security System

Utilized Remedy for logging/resolving issues and consumption reporting

Provided internal network, hardware and software support on IBM laptops and pc’s utilizing Windows 98/XP, Office 97/2003, Lotus Notes, VPN, Internet Explorer and various Marsh proprietary applications for over 500 colleagues

Configured laptops, projectors and audio equipment for colleague meetings

Facilitated backup and media storage administrative procedures

Managed vendor support for equipment service & repair

2001-2003 Geiger International, Atlanta, Georgia

Technical Support Specialist

Telecommunications Specialist supporting Nortel Option 51C phone system

Managed the setup and configuration of the Meridian voice mail system

Assisted in the administration of the Windows 2000, NT 4.0, Lotus Notes Domino, Microsoft Exchange,Norton Anti-Virus and Terminal Servers

Supported internal and external users on various hardware and software platforms to include, Dell, Windows 2000/NT, Microsoft Office 2000, Lotus Notes, Outlook, Citrix, VPN

Configured remote showrooms for network, server, laptop/pc support and upgrades

EDUCATION

Western Wisconsin Technical Institute, LaCrosse, Wisconsin

Associate Degree in Computer Science

CERTIFICATIONS

CompTIA

A+

Network +

Helpdesk Institute

Support Center Analyst

Support Center Team Lead

Desktop Support Technician

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