Customer Service Technical Support

Skills Summary

Proven track record in Computer Operations/Technical Support

Customer service professional experienced in both call-center and office settings

Analyze organizational computing infrastructures; develop and implement long-term strategic plans that ensure alignment with and support of business objectives

Delivered training to new data center technicians/systems administrators

Coordinated and oversaw IT projects for midrange systems

Provided hardware/software installation, server maintenance, trouble resolution, root cause analysis, and SLA maintenance for a large, enterprise-wide LAN/WAN environment

Collaborated with hierarchy to plan infrastructure expansion and upgrades based on business goals and assessment of existing technologies.

Relevant Experience

IBM 4341, 3081, 3090, 390, S/38, AS/400 and DEC VAX Computer Systems; Systems Administration, Technical Support, Help Desk, Apply PTF’s, Tape Management – BRMS, File Restores/Backups, PRMS Environment Refreshes, Full System Backups, ROBOT

Job Experience

Prison City Technology Consulting, Auburn, NY (President)

2014-Present

Serve as technical advisor for systems significant to the client’s operations;

Work with client to understand and analyze technical issues and determine appropriate solutions;

Assess the current state of technical operations and make continuous improvement recommendations;

Assist the client in the development and enhancement of IT systems

Carry out special projects as assigned by the client;

Provide status updates in a timely manner to the client and other impacted stakeholders;

Maintain the client’s security baseline standards to ensure the strength and security of the client’s computing assets.

Oneida Business Enterprises, Auburn, NY (SSBG PET Field Evaluation Inspector)

2015-Present

Sub-contractor for Prime Armand Corporation, NY Rising SSBG Program

Contact applicants, schedule field evaluation appointments, meet with applicants regarding construction phase

Complete inspection forms and repair cost estimates

Use software IANNOTATE to revise inspection form and repair cost estimates; print/scan documents onsite for applicant(s)

Assist applicant to progress into net phase of the program

ITT Corporation/Goulds Pumps, Seneca Falls, NY (Data Center Technician/Systems Administrator)

1993-1999 and 2001-2014 / Data Center

Welch Allyn, Inc., Skaneateles Falls, NY (Operations Analyst)

1999-2001 / Data Center

Education

Cayuga Community College, Auburn, NY – AS Computer Science

Wayne-Finger Lakes BOCES, Auburn, NY – Network Technician Certification

A+ Certification – Expected January 2017

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