Customer Service End User

Jacqui Charvet

*** * ***** ******** ****** North Lauderdale, FL 33068

954-***-**** ******@*************.***

linkedin.com/in/jacquicharvet

Profile

An Experienced, IT Infrastructure, Project Management and End User Service Professional, with expertise in user applications and operating systems thru Server 2016. Customer Service driven, supporting all levels of user technical expertise, in person and remotely. Knowledgeable of hardware and peripheral issues and resolution, as well as infrastructure and device upgrades. Experienced in ITIL methodologies, including service tracking applications, SLA’s and metrics.

The resource assigned when critical project deliverables are required to be completed successfully, within scope, time and budget.

Skills Summary

• Excellent analytical problem solving.

• Clear and concise verbal and written communication.

• Personable. Ability to interface with customers, employees and leadership at all levels.

• Takes ownership throughout the life cycle of a project or incident, until resolved. Professional Experience

CBRE - Boca Raton, FL / Fort Lauderdale, FL 11/13-Present Engineer - Senior Field Support 4/2020

Engineer - Field Support

• IT Service Lead - Florida Market

• Field Server & Telephony Escalation Teams.

• Provides 2nd level system & phone support, Break/Fix -Move/Add/Change to 6 Florida Brokerage Offices.

• Active Directory end user account maintenance.

• Security and email group management.

• Commvault backup management and file restore.

• National remote server 2016 administration and support.

• National Cisco Unified Call Manager and Cisco Unity Voice Mail provisioning and configuration. Aetna – Pompano Beach, FL / Plantation, FL

Senior Desktop Support / M&A Refresh Lead. 2/06-7/13

Provided project leadership over the life cycle of an M&A IT migration, within a 30 office, multistate, 1800 user organization. Acted as liaison between the Business and IT operations.

Project coordinator for system migration from XP to Windows 7. Three South FL offices -2000 users.

Provided project leadership over several office restacks, dividing and installation of a second LAN, followed by user relocation and office decommission.

Delivered second level day to day system and telephone support, break/fix, and Move/Add/Change to 1500 local users, plus remote assistance to 35,000 users globally.

Advanced support knowledge- Microsoft operating systems and end user application packages.

Versed on emerging virtual technologies:

o VMware vSphere, Xenapp, Citrix, Desktop Director, RES Workspace Manager

VDC / IVR / IDF room design & build out.

Mechanical savvy:

o Power / HVAC / Data / Communications.

954-***-**** ******@*************.***

Jacqui Charvet

2

Professional Experience, continued

PC Chick – Howell, NJ

Owner/Technician. 5/01-1/06

• Provided computer support to the home and small business market. State of New Jersey – Trenton, NJ

Senior MIS Technician/Junior System Administrator. 8/99-7/05

• Provided workstation and server support to all state hardware. Supported various department / divisions.

Federal Reserve Bank of NY – New York, NY

IT Technician/Y2K. 12/97-11/98

• Installed Y2K patches and updates to operating systems for all bank officers. Assisted other customers as requested.

Other Professional History

Pride South Florida (Pridefest) - Fort Lauderdale, FL President. 6/08-5/11

• Managed all aspects of planning, promoting and executing multi day community festivals. Santa Catalina Townhome Association – North Lauderdale, FL President. 2/06-5/08

• Hands-on leadership position responsible for overseeing the operational, administrative, financial, maintenance and security functions of a 128 unit townhouse community. Liaison between residents and vendor trades.

JCPenney- Freehold, NJ

Visual Merchandise/Special Events Manager. 11/76-11/97

• Managed store display, design, construction, and special events. Education

Hewlett Packard – Certified

Self Maintainer PL72309716

New Horizons Computer Learning Centers: King of Prussia, PA Microsoft Official-Custom Windows Vista.

Alphatrain: Eatontown, NJ

PC Support Specialist/LAN Administration.

Somerset County College – North Branch NJ

AAS Marketing / Retail.

954-***-**** ******@*************.***

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