Customer Service Project Management

Objective

Achieve a position allowing for the use of leadership, organizational, customer service, communication, and project management skills proven by over 10 years of employment in the field of Information Technology.

Profile

Motivated, personable professional with a successful track record of IT Skills. Talent for quickly mastering new technologies – with CCENT, CompTIA Server+ and Network+ certifications. Diplomatic and tactful with professionals and non-professionals at all levels. Accustomed to handling sensitive, confidential records. Demonstrated history of producing accurate, timely reports and meeting project deadlines within budgets.

Flexible and versatile – able to maintain poised under pressure. Competent with demonstrated ability to easily balance task and share knowledge with all team members. Thrive in deadline-driven environments. Excellent team-building skills.

Skills Summary

Project Management

DR/BC Planning

Support Mulit-Site AD environments

HTML/CSS

Various EMR’s

Ticketing Systems

Service Oriented

On-Call Rotation

Dell SANs/ CommVault

Cisco IOS 12.2 and higher

Exchange 2003-2010

Server/Client Operations

Citrix Xen Desktop / Xen App

2003/2012 Terminal Services

Mitel and Avaya Phone Systems

Avaya IVR Designer Development

Professional Experience

AVAYA ACD/IVR ENGINEER INSIGHT GLOBAL (HEWLETT PACKARD) 01/2015 – CURRENT

Perform PBX ACD MAC request

Perform IVR Designer (TAS) application changes

Participate in operational and project meetings

Troubleshoot problems within various applications.

Avaya CMS (building accounts, user permissions, call profile setup)

Update Sharepoint, CallFlow documentation as changes are made

Create/Update how-to documentation for new staff members

Shared rotating 24x7 on-call

SYSTEMS / NETWORK ADMIN BRAIDWOOD MANAGEMENT INC 06/2011 – 11/2014

Monitor LAN/Servers to ensure proper performance

Create and maintain hardware documentation files for all servers

Maintain off-site server backups (NAS/SQL DB’s)

Maintain mission critical systems and disaster recovery procedures to minimize system downtime in the event of a catastrophe

Follow maintence schedule for Laptops/Desktop to ensure all OS/Anti-Virus Patches are up-to-date

Maintain open communications with all three businesses regarding up coming projects (hardware/software)

Work as the liaison between the development team and line of business for custom software rollouts

Ensure all hardware systems for the agency are maintained. Assess and direct repairs, replacement, or upgrades as need dictates

Troubleshoot problems with computers, network and servers and make necessary repairs

Manage all IT projects and ensure tickets are getting resolved in a timely manner

Prior Employment History

VALLE DEL SOL – 12/2005 – 06/2011

Systems Admin/Help Desk Supervisor, 04/2007 to 06/2011

Tech II Desktop Support - 05/2006 to 04/2007

Helpdesk Support Specialist, 12/2005 to 05/2006

CGI – 03/1998 – 11/2005

Computer Operator II, 10/2002 to 2005

Auxiliary Support/Team Lead - 6/1998 to 10/2002

Tape Operator, 3/1998 to 6/1998

Education

HOUSTON COMMUNITY COLLEGE

Cisco Certified Network Associate Track, Start Date 01/2014-Completion Date 12/2014

CCENT Certified, License CSCO12552161

PHOENIX COMMUNITY COLLEGE

Web Developer Core Classes 06/2011

PREPLOGIC

Online Technical Training, 2009-Present

Server + Certified, 02/2011

Network + Certified, 12/2010

CHICANOS POR LA CAUSA

Leadership Training Academy, Class of 2010

ASU COLLEGE OF PUBLIC PROGRAMS

Hispanic Leadership Institute, Class of 2009

UNIVERSITY OF ADVANCING COMPUTER TECHNOLOGY

Technical Training, 2001

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