Customer Service Management

INFORMATION TECHNOLOGY SUPPORT SPECIALIST

Abigail Rockett ***********@*****.*** / 504-***-****

PROFILE

IT professional with over 15 years planning, coordinating, and directing computer related activities and implementing computer systems to meet defined goals and objectives. Proactive in executing and managing hardware and software rollouts, installations, deployments, imaging upgrades, support, and service to various industries. Offering impeccable customer service and satisfaction as well as proven success in analyzing, diagnosing, and solving critical and complex problems with practical, cost effective, and reliable solutions.

PROFESSIONAL QUALIFICATIONS

Proficient in executing advanced projects interacting with an array of different management levels.

Proactive with strong multitasking ability to plan, implement, evaluate, revise, and execute several projects simultaneously while training and managing diverse team members and resources.

Excellent time management utilizing Oracle, Citrix. and Microsoft products setting levels of perimeters to monitor, support, and manage vendors, onsite technicians, managers, and field coordinators, to assure all procedures and processes are completed with a 100 percent success.

Proven success as a team and project lead, reaching 90% of objectives for store openings, remodels, relocations, and closings. Single point of success for complex systems resolutions.

Effective project management skills used to maintain database information, files, historical client data, break fix resolutions, and recall past project problem resolves instantly.

EXPERIENCE

Fujitsu America, Inc. (Solai & Cameron), Richardson, TX

Service Desk Analyst III, 2012 – Present

Subject Matter Expert (SME) and first point-of-contact for knowledge, installation, imaging, and troubleshooting equipment, network connectivity, and inventory control.

Instrumental in installation of all systems, software and hardware for new Staples and other retail stores nationally.

Managed 20 or more onsite vendors, project and upper management personnel, and technicians collaborating on daily goals, projections, and deadlines to successfully complete each project.

Directed technicians and contractors in installation, troubleshooting and resolution of complex issues encountered with Cisco routers and switches, Checkpoint firewalls, various hardware, software images and peripheral devices.

Supervised, developed, and implemented processes to utilize Citrix tools, Microsoft SCCM, and ServiceNow Ticketing System, resulting in timely resolve of issues and improvement in team problem resolution abilities, cohesiveness, and overall performance.

Designed a Command Center manual diagramming network structure, standard layout of stores, equipment, functionality and use to expand team knowledge base to greater support the clients.

Dramatically reduced equipment downtime and recurring expense to near zero by implementing plan to accurately mark data drops, patch panels, and switches with correct naming conventions.

Successfully converted and imaged over 1200 customer kiosks in US and Canada to Android devices using VMWare AirWatch Management software. Tested and provided recommendations for image improvements resulting in high revenue returns.

Commendations for helping developers, engineers, and analysts finalize fixes, troubleshooting, testing and resolving several networking, hardware, and software issues in high volume stores.

Awarded for outstanding performance and superior technical service and support while ranking in the top ten performers nationally for last two years. Received 100% satisfaction ratings for relocating over 15 stores and remodeling or renovating 25 in one year.

Brinker International, Dallas, TX

Helpdesk Analyst, 2010

Coordinated workflow among technicians, technical staff, and supervisors to prioritize and delegate tasks to ensure completion of migrations, rollouts, and upgrades in specified timeframes.

Excelled in training team members on installing, configuring, upgrading, troubleshooting, and repairing the new Aloha POS systems and peripherals during migration process.

Mastered the company propriety system and trained store level management on the new system.

Radiant International, Ft. Worth, TX

Senior Support Specialist, 2006-2010

Developed system processes to expedite requirements, meet crucial deadlines, track actions, requests and emergency changes that frequently occurred during each project from onset to completion.

Designed system and software training packages as Subject Matter Expert for federal, state, non-profit and corporate organizations.

Subject Matter Expert (SME) for complex issues with troubleshooting Aloha POS hardware and software.

Developed and implemented strategic objectives to ensure achievement of profitability goals and a high level of client satisfaction.

Safeway, Inc., Dallas, TX

Field Specialist, 2004 – 2006

Successful Field Technician installed, configured, managed, monitored, and troubleshoot Workstations, Laptops, Point-of-Sale hardware, software, peripherals, and hardware products and software issues with award winning success.

Strategic Lead of a 12-member rollout team providing direction, instruction and technological expertise that resulted in 85% success rate in installations, testing and support of POS equipment and servers for all Tom Thumb stores in Dallas/Ft. Metroplex to include diagnostics and troubleshooting, and resolution of IBM hardware, software, imaging, and peripheral issues.

Outstanding Bench Tech maintained, repaired, and refurbished IBM equipment for field redistribution and installation in all stores.

EDUCATION

Computer Information Systems, B.S. - DeVry University, Irving, TX

Certifications - INFOTECH, Fort Worth, Texas

Coursework included: Network+ and Hardware+ technologies

OTHER SKILLS

oMicrosoft - SCCM, Microsoft Server 2012, 2008, 2003; Microsoft Office Suites 365, 2016, 2013; Windows 10, 8, 7 Operating Systems

oNetworking - Cisco Switches & Routers, Port Security, Cisco VoIP Phones, Network Connectivity, VPN Troubleshooting, Access Points, Checkpoint Firewall

oPC Hardware – Dell, HP/Compaq and IBM Workstations & Laptops, Servers, Point-of-Sale devices, IBASE devices, Self-Serve Kiosks.

oPeripherals – Hand Scanners, Card Readers, Mininets, Pin Pads, Scales, Pitney Bowes Datamax & Zebra Label Writers, and Motorola 5590 Handhelds.

oCopiers/Printers – Xerox 7835/7845, D95, C60, 4595, 550/560, 8870/8880; Ricoh 3601, HP Z2100, HP Officejet, M551/M553 and various other printers.

oSoftware Applications/Systems - Aloha System; Windows Intava; AS/400; Oracle; SQL, SharePoint; Desktop Publisher; VMWare Air Watch Mobility Management; ServiceNow

oOthers – CITRIX Environment and XenApp; Bomgar; Remote Desktop; TeamViewer; Jump Box Server; PCAnywhere; Avaya Phone Systems; Uninterruptible Power Systems

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