Customer Service Technical Support

Technical Skills

Microsoft Office Suite, Windows XP, Windows 7, BMC Remedy (ITIL V3), Cherwell, Softek Panther5, Quest Big Brother, Ipswitch WhatsUp Gold, Citrix, Lawson, Cerner, Microsoft Active Directory, TSO, Vtam, CICS, CA1, CA7, CA11, SAR Express, VPS, Lotus Notes-Email, Novell, CA Arcserve, Auto-Sys, Tivoli Storage Manager, Nuance Dragon, KRONOS, WUG

UNISYS Mainframe, IBM Enterprise Server, IBM z/OS,DEC Compaq Servers, EMC DASD, IBM Laser Printer 4100, IBM 6262, IBM 3584, IBM 3590

Key Qualifications

Leverage expertise across all technical platforms and key technologies to streamline a culture focused on software and hardware optimization.

Provided quality help desk support to bolster operations and improve customer service.

Recognized for commitment to providing quality customer care and maintaining compliance with all quality assurance expectations.

Spearhead key software improvements and personally execute primary technology implementations integral to productivity growth.

Evaluate operating scope and facilitate more defined improvement efforts in regards to computer operation and technical analysis.

Professional Experience

Middlesex Hospital Middletown, CT Aug 2008 - Dec 2016

Help Desk Support Analyst

Responsible for providing help desk and desktop support for all employees including Cart/Desktop and Remote access

Supported a mixed environment of Windows 7/10 - Using Office 2010-2013

Utilized BMC Remedy and Cherwell as ticketing agent to record up to 40 tickets per day - Also updated the Knowledge Base as needed

AD was used for password changes and remove users from groups

Software used Citrix/Lawson/Flowcast/Kronos - Had front end access only (Password and Edit profile)

Hardware Support - break/fix, troubleshooting, replacements, moves, adds, changes, upgrades, etc.

Software support – back-ups, imaging of PC’s, installation, password resets, etc.

Responsible for managing total health of systems from deployment to end of life cycle

Generate reports via BMC software

Maintain compliance with all regulatory standards and contribute to process evaluation and improvements

Monitoring production environment servers

Utilized VPN access using Pulse Secure Version 5.1.3/Juniper Pulse Secure Version 7.4R:2

Anthony Ruggiero ••• Page 2

Selected Contributions:

Regarded by upper management for leveraging extensive customer care support skills and strategically liaising with external vendors and stakeholders.

Successfully perform and direct Quarterly Fail Over Test for system development and evaluate automated tape library via Tivoli Storage Manager to ensure functionality.

Gen Re - Trumbull, CT Feb 2006 to Aug 2007

Lead Computer Operator

Monitored and managed monthly job streams and personally ensured appropriate updates to operations procedures manual.

Maintained compliance with key business policies and evaluated production productivity through performance tools including Omegamon, CA-1, CA-7, CA-11, and AutoSys.

Spearheaded workflow optimization strategies and peripheral equipment integration.

Recognized for providing preventative maintenance for I/O devices and performing system IMLs and IPLs to better monitor server performance.

The NASDAQ Stock Market - Trumbull, CT Sep 1997 to Jan 2006

Lead Computer Operator

Charged with executing software executions to provide high-quality operational support and validate integral releases.

Leveraged commitment to customer satisfaction by executing software adjustments and providing weekend testing support.

Managed effective manual and automated execution for NetBatch startup application.

Spearheaded more defined system operation to implement optimized daily schedule, staff

training, and enterprise operations across all channels of development.

Effectively evaluated StorageTek L700 automated tape library and coordinated storage media retrieval from disaster recovery sites.

Certifications and Awards

GATEWAY COLLEGE - CERTIFICATE

Information Technology

NASDAQ President's Award

NASDAQ On the Spot Award

NASDAQ ISO Certified

BMC ITIL Version 3 Certified

Certified HDI Support Center Analyst

Certified HDI Customer Service Representative

Contact this candidate