Remedy, Service Now,Active Directory, Cirrato server/printer admin.

LaVonne Bennett

Cell: 817-***-**** email: **********@*****.***

OBJECTIVE

Seeking a challenging and rewarding role to utilize my organizational, analytical, technical, customer service, verbal and written communication skills. I have diversified industry experience. EXPERIENCE

Technical Helpdesk Specialist – ATOS (formerly Xerox/ACS), Lewisville, TX (1/05 - 6/2016)

● Provide 1st level support to customers via scripted guidance regarding software, application, security and hardware for 100 + clients in an escalation servicedesk callcenter. Issues are reported via ACD, specific client Outlook email inbox and web. Input, prioritize, track and escalate reported incidents/requests via Remedy, ServiceNow, Clarify and Peregrine Service Center. Utilizing Windows 7/Outlook 2013.

● Assigned to simultaneously support (3) helpdesks (Technical Assistance Center, Valeant and Symetra) due to strong demonstrated ITIL incident and problem management expertise. Reset voicemail pin via web. Utilize Lync/Skype Instant Messaging.

● Setup and resolve VPN configuration/connection entry issues.

● Support Cirrato server and worldwide cloud printers. Troubleshoot secure print issues by verifying badge domain, ip address and allocated print time. Communicate status to client via email, telephone or Jabber instant messaging. Act as administrator to complete a monthly 100+ printer ip address changes via the Cirrato server. Act as printer administrator to verify printer configuration and troubleshoot print failure.

● Add or update mobile devices via MobilIron. Unlock/reset Salesforce user accounts.

● Access client environment via remote desktop to unlock and reset active directory user accounts and review permissions. Provide Unix printer support and password security. Utilize client Citrix ip address to access their environment. Perform mainframe UserId LPAR reset via TN3270/VTPACS. Reset AIX passwords. Purge/restart SAP 6.0 Unix print queues.

● Issue terminal and controller reset via Netview/NCCF. Issue start/stop CICS printer/region release/acquire commands. Troubleshoot McAfee and TrendMicro antivirus issues. Utilize RSA token secure software to verify user account status of enabled or disabled. Support 3 in 1 printers.

● Ongoing leveraged employee for the telecommunications team assigned to complete new and revised client IVR voice requests. Produced a net savings of 10k per month in outside vendor costs.

● Monthly call intake of 120 with a 85% FCR with an exceptional 95% quality assurance score which contributed to department SLA metrics.

● Supported Win 7, Win XP, Win 2000, Win NT, VPN Client, CICS, TSO/SDSF, Security Manager, SAP Logon, Terminal Server and Outlook/webmail.

● Act as SME during infrastructure and migration upgrades by interfacing with internal/external service delivery managers, support staff and fellow agents via verbal telephone calls and/or email. On the job training via ITIL / ISO2000 online classes.

● Support Good for Enterprise/MobilIron device email messaging for mobile users. Accomplishment: Tenure of 11 years with continued role advancement. Helpdesk Analyst (2005 – 2006) Miller Brewing. Provided 1st level support for alcohol beverage users. Technical Helpdesk Analyst (2006-2008) Unum Provident Insurance. Provided 1st level support for insurance users. Technical Helpdesk Specialist (2008 – current) integration point for 100 + clients and the single point of contact for providing multiple IS services to end users. Advanced to support (2) additional helpdesks (Valeant and Symetra). Acted as an independent contractor while pursuing a home based business during the timeframe of 5/00 to 1/05 Senior Helpdesk/Business Analyst – Frito Lay, Plano, TX (8/99 –5/00)

● Acted as liaison between Pepsico and the Tropicana client. Participated in a Tropicana site visit to observe their processes and procedures to aid in client transition to the Plano Pepsico environment.

● Evaluated existing documentation and revised to meet new system requirements. Performed quality assurance to satisfy the client and internal management.

● Handled security, hardware and software issues. Improved customer self-help abilities by performing ticket simulation with the client via telephone or emailed documentation. Organized a self-help procedure reference manual for new employees to expedite new-hire training. Certified Helpdesk 2000 Professional via Helpdesk Institute.

● Provided 1st and 2nd level mainframe, software and network support. Supported Win 3.1, Win 95 and Win NT. Utilized Tivoli to record customer request/problem. Provided software support for MS Office 95/97, Internet Explorer, MS Outlook and Lotus Notes. Utilized Netview (Statmon/NCCF) to determine LU, PU, Line and NCP status

Associate Desktop/Helpdesk Analyst –Electronic Data Systems, Plano, TX (5/98 – 7/99)

(formerly MCI WorldCom, acquired by EDS Spring/99)

● Supported over 5000 clients in a Win 3.1, Win 95, Win NT, OS2 desktop and laptop environment. Resolved LAN and dial up networking issues via applicable Novell configuration standards. Analyzed and resolved ip conflicts. Handled customer rights on Novell and Lotus Notes servers. Network Analyst – General Electric, Dallas, TX (8/96 - 4/98) Note: total tenure years = 5 with role advancement as Andersen Consulting was acquired by GE on 2/93.

● Provided mainframe SNA technical support to 600 users in an Amdahl 5995xxx environment using hubs, repeaters, bridges, gateways, alarm monitors. Eliminated workstation connectivity issues by evaluating hub to cable connection.

● Performed loopback tests on low to high-speed modems and provided results to telco. Conducted lease to dial-backup tests to ensure optimal line performance.

● Provided WAN support to (200) catering sites. Accessed the CISCO router to analyze line protocol. Accessed Netview to determine lu, pu, line, NCP, major node status. Monitored NETSpy to record line utilization and error count. Recycled AS400 controllers. Senior Client Coordinator – General Electric, Dallas, TX (6/95 - 8/96)

● Provided customer service to mainframe users. Provided SNA technical support using Netview. Acted as secondary LAN administrator handling security issues and ARCSERVE backup job completion. Provided technical assistance to the Wickes stores in the use of multiple logical terminals. Advanced to a network analyst promotion in August/96. Service Desk Coordinator II - Andersen Consulting, Dallas, TX (2/93 - 6/95)

(datacenter acquired by General Electric in 6/95)

● Provided onsite and telephone support to users in a multi -client environment. Analyzed and summarized user details. Transferred data onto the CA8 online tracking system. Performed CA8 database security for internal and external customers. Helpdesk Analyst/Business Relations Analyst - Electronic Data Systems, Plano, TX (9/88 - 2/93)

● Acted as backup helpdesk supervisor while working at the downtown Dallas BankOne account. Trained new helpdesk employees. Developed an application training manual for the account.

● Organized and conducted onsite application training classes to reduce training budget by $10k.

● Acted as Business Analyst from 2/92-2/93 at Plano/headquarters for the Background Investigations/Hiring online application utilized by executive and worldwide administrative assistants. Developed test plans for each new release. Authorized enhancements for the hardcopy employee new hire packet. Worked with system engineer during test and production phase. Education: Computer Programming – Certificate of Completion Louisiana School of Professions - Shreveport, LA

Professional Skills: MS Office/Outlook, ServiceCenter, Remedy, Service Now, Clarify, Tivoli, VPN connection entry, Active Directory, Cirrato server/printer admin., Lync/Skpe, Salesforce account admin., Citrix client access, Outlook client inbox support, client bridge tickets, ITIL environment, Windows 7, XP, 2000, NT, Unix, AIX, SAP, TSO/SDSF

Contact this candidate