Information Technology Customer Service
Resume:
Gloria Hicks
P.O. Box *****
Cleveland Hts., Ohio 44118
Cell Phone 216-***-****
*******@****.***
I am seeking a position with responsibilities in problem solving, organizing, planning and developing new skills within the Information Technology field. I want to work in a challenging professional environment where I can utilize my leadership and critical thinking skills.
I have a total of 14 years of Information Technology and Customer Service experience. ETG Telecom Voice, Data Network platform, IT Security and Support Center experience. My Skills include Telecom Administration, provisioning, generating Crystal Reports, maintain TOC Daily reports and weekly Stats reports. Assist with System Admin group to restructure drop down list for Telecom Operation and Telecom Helpdesk software application. IT Security responsibilities involved creating User ID’s for new employee’s, contractor ID’s and changing employee’s database access due to job title changes for over 10,000 company employees as well as outside vendors needing access to support the company databases. Set up temporary profiles access to databases for project users.
Skills Summary
Asset Management Center
Audix System Administration
CentreVU Supervisor
Definity ECS G3 System Admin
ETG 9000 (General Users)
Geotel
Lucent Data Warehouse GQL,
MCI Voice Network
Mainframe System
CoBox System
TCP/IP
Telecom Fundamentals
Switch G3 Administration
Service Center
MCI Voice Network
Lucent Definity Admin
Nice Log Query
Progressive System Data
Progressive Insurance Company
Telecom System Analyst
Troubleshooting Telecom voice and data issues, including system crashes, slow-downs times and data recoveries
Engaged and tracking priority 1 issues, with responsibility for the timely documentation, escalation, resolution and closure of trouble tickets
Good understanding of HTML, SAS, Crystal Reporting, other reporting tools
Proficient of Progressive’s systems, safety, quality and operational procedures, company policies and procedures
Knowledge of Microsoft Word, CentreVu, Aspect, eWFM resource planning software, mainframe, SAR
Trained employees on Telecom Operations procedures for ECS switch, Audix commands and Nice Log
Compiled weekly MCI Vnet reports for cellular profiles for activation and deactivation
Update and modify Nextel service profiles with monthly fees
Created documentation to use when creating Centre Vu ID's
Net Tech Communications
Digital Equipment Consultant Support Specialist
On site consultant to Cleveland Board of Education
Answering questions pertaining to VMS ALL-IN-1 and Word Processing
Assisting DEC/RDC for remote dial in software support
Assist in teaching the HRSD system application
Document Engineer’s service calls using SIS/Rally and DPM manager software
Schedule on site service to Cleveland Public Schools
Assist in determining whether there is a software or hardware problem with user’s equipment
Coordinate Field Engineers for onsite service calls
Communicate system problems to Technical Staff and Operations
Travel throughout the school system trouble shooting Digital equipment
Trained Principals and Clerks how to operate Opscan #3 scanners for grade reporting and daily attendance
Education
Kent State University Geauga-Twinsburg Campus
2745 Creekside Drive
Twinsburg, Ohio 44087
Presently pursuing Bachelor Degree in Computer Technical and Applied Studies (2 classes for completion)
Kent State University Geauga-Twinsburg Campus
2745 Creekside Drive
Twinsburg, Ohio 44087
Associate Degree in Computer Technology
Cuyahoga Community College
2900 Community College Avenue
Cleveland, Ohio 44115
Associate Degree applied Business Science
Cuyahoga Community College
2900 Community College Avenue
Cleveland, Ohio 44115
Associate Degree in Early Childhood Education
John Hay Campus
2075 Stokes Boulevard
Cleveland, Ohio 44106
High School Diploma
Hobbies: biking, aerobics, swimming.
References available upon request
Contact this candidate