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Manager Customer Service

Simi Valley, California, United States
January 16, 2017

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Taqi Jaffery 805-***-****


Information Technology professional with 6+ years of experience working in IT. Strong track record of success spanning Help Desk, Systems Administration and Application Analyst. Strives to provide exceptional customer service to clients inside and outside the organization. TECHNICAL SKILLS

Microsoft System Center Configuration Manager (SCCM), Service Manager 2012 Active Directory Windows XP/ 7, 8.1, 10 Windows Powershell Mitel/ Oaisys Hybrid Cloud Server Remedy Ticket System Norton Ghost IBM Tivoli Shadow Protect Retrospect Remote Microsoft Office 365 Installation/ Configuration/ Troubleshoot- ing Hardware/ Software Updates Disaster/ Recovery Planning EXPERIENCE

Applications Analyst 800Loanmart Jan. 2015 – Present

Build and maintain successful relationships with customers by providing them with user friendly and efficient pro- grams by listening to what they requested.

Identify the business requirements and perform the tasks, necessary to design and develop suitable applications

Analyze application data to assess performance and uncover problems.

Work in team environment to complete all testing activities according to schedule.

Coordinate resolutions with development team and project managers.

Complete root cause analysis of defects.

Monitor data processing, quality assurance, and development activities.

Perform tests of the developed softwares to judge the quality, utility, time effectiveness, cost effectiveness and compli- ance of the softwares with the project requirements

Troubleshooted and resolved application issues escalated from end users.

Processed large batches of data on daily and weekly basis.

Conducted user, regression, and other tests on products and components.

Opened and documented defect tickets.

Participated in daily, weekly, and bi-monthly status meetings.

Developed, tested, and implemented financial-services application to bring multiple clients into standard database for- mat.

Responsible to make changes within the implemented applications and enhance their work efficiency IT Support Digital Risk, LLC Dec. 2012 – Dec. 2014

Utilized Active Directory to managing on average 60 jobs per day activities such as profile adds, deletes, and password resets while receiving 100% customer service feedback

Microsoft System Center Configuration Manager (SCCM) 2012 deployment on various environments

Utilize MS System Center 2012 Service Manager to create account automatically with Active Directory

Installed, configured, monitored, tuned, and supported application platforms from small to large applications such as SCCM 2012 which helped increase productivity by pushing out Windows Applications all at once rather than individu- ally

Efficiently responded to internal and external customer requests via phone, email, and personal assistant by trou- bleshooting on software system problems and delivered accurate technical solutions.

Installed, configured, and troubleshooted desktop systems and workstations and update hardware

Image creation with HP device manager, Configuration Manager 2012

Use System Center 2012 Service Manager to track issues

Onsite troubleshooting Windows XP, 7 and 8.1 systems

Provide Mitel/Oaisys system technical expertise to applications developers Remotely manage desktop antivirus and software updates

Track inventory and licensing through Configuration Manager 2012 and noticed at one point there were more comput- ers versus monitors and suggested to bring over stock from other facility

Review technical requirements to build and configure an optimal and integrated web application

Support all phases of application testing and deployment activities

Install, configure, and troubleshoot server systems and update hardware

Expertise in Microsoft Online Services Solutions (Office 365)

Automated and executed Office 365 procedures utilizing Windows PowerShell

Light Powershell scripting on windows server

System Administrator Advanced Integration Partners, LLC Jun. 2012 – Nov. 2012

Added, maintained and removed objects within Active Directory.

Installing, configure, and troubleshoot desktop systems, workstations, and hardware

Installing and configure the Intel Hybrid Cloud Server

Onsite troubleshooting of Windows XP/7 systems

Remotely manage desktop antivirus and software updates

Utilized Shadow Protect for backups and restores

Assist an implement full disaster/recovery plans

Windows Server 2003, 2008 R2 installation, deployments, troubleshooting and automation Helpdesk Service Staff DeVry University Feb. 2011 – Jun. 2012

Troubleshoot and resolve Windows XP/7, Office 2010, Mac, and Linux; onsite and via Remote Desktop

Manage team of 3 desktop support staff for XP to Windows 7 upgrade

Use Remedy Ticket System to track issues

Utilize Active Directory to manage day-to-day activities such as profile adds, deletes, and password resets

Create Norton Ghost backup profiles for various production servers IT Support Engineer Go-DPS Inc Oct. 2010 – Feb. 2011

Provide daily support to warrant company’s staff working effectively

Ensure business continuity by engaging clients, assessing and analyzing computing/ networking gaps

Utilize Retrospect Remote to backup servers and internal desktop machines (IBM Tivoli was utilized to push software installs and required patches network wide)

Install, configure, troubleshoot desktop systems, workstation updates and hardware for Windows XP to Windows 7

Utilize Active Directory to manage day-to-day activities such as profile adds, deletes, and password resets EDUCATION

B.S. in Computer Information Systems Emphasis in Database Management DeVry University Jan. 2011 – Jun. 2012

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