OVERVIEW

Knowledgeable Helpdesk Manager with experience providing customer satisfaction. Interface with Executive & Vendor client handling inquires regarding system configuration and operating systems. Providing Management support for a 24/7 Global Customer support.

EDUCATION

Northwestern Polytechnic University

Bachelor of Science/Electrical Engineering

TECHNICAL SUMMARY

Hardware: IBM PC, Apple Macintosh, Sun Microsystems, Novell Netware, Windows 10, and NT

Operating System: UNIX (C Shell), SCO UNIX (Korn Shell), Windows 10, Windows NT, Macintosh /OS

Software: Microsoft Office 365 Word, Excel, Access, PowerPoint, MS Office Products, MS Exchange,

Lotus Notes

Language: C++, Ansi C, Q Basic, Pascal, COBOL, Fortran, Basic Object Oriented Design and Programming, Unix (Sun Solaris), Shell Programming Unix Utilities, Writing JAVA Applets, HTML

EXPERIENCE

March 2019 LOWES, North Carolina

Present TECHNICAL SUPPORT VOIP (REMOTE)

Assist Tech in the field to configure and assembly VOIP systems as per SOW

Configure CISCO ROUTER & VALCOM PAGEPRO with UNIX platform.

Configure CISCO PHONE with VOSS automation management

Login to DCHP to enter MAC address & IP address

Inform Technician in the field where on what switch & Port to connect ROUTER & VALCOM PAGEPRO

Inform Technician where to connect CRADLE POINT on the ROUTER

Assist Technician in the field to troubleshoot system when not working (call box, phone, etc.)

Handle various issues from the Level 1 and Level 2 technical support and guidance to user of Firm Computer.

Help user with Wynne, Active directory, Lansweeper Printer Management System, Cherwell Service Management, Dameware, Bomgar Remote Access Desktop

Interface with other levels of support, such as Network Operation Center and IT services.

March 2019 IHS Midtown, New York

January 2014 TECHNICAL SUPPORT CONSULTANT

Responsible for supervising a team of Support personnel providing customer service

Meets the Company's standard for QC measurements.

Trains Technicians on test equipment usage and troubleshooting techniques.

Manages schedule coordination with NOC and ensures the proper completion of all scheduled or on-demand service or maintenance work by coordinating and mentoring team on company business practical methods.

Ensures system compliance and regulations and Company's minimum operating specifications including day-to-day procedures associated with compliance as it relates to Support.

Develops staff training quality measurement guidelines and minimum requirements.

Supports and motivates technicians training by continually monitoring progress and training schedules. In conjunction with Manager, performs and conducts annual, bi-annual reviews along with providing an ongoing open communications with team to include coaching, mentoring, and career development on a daily, weekly and monthly basis

September 2011 FriedFrank,

December 2013 WINDOWS 7 ROLLOUT

Training user on new features and documentation for windows 7.

Help user with Interwoven Worksite Document Management System, Innova (Softwise), Delta View, Citrix

Document policies that relate directly to the Help Desk.

Working with programmers to eliminate problem which users encounter.

Produce activity reports for call statistics.

Interface with other levels of support, such as Network Operation Center and IT services.

April 2005 Greenberg Traurig, LLP

January 2011 HELP DESK ANALYST

Handle various issues from the Level 1 and Level 2 technical support and guidance to user of Firm Computer.

Help user with Interwoven Mailsite Document Management System, Innova (Softwise), Delta View, Dameware, Citrix

Document policies that relate directly to the Help Desk.

Oversee special projects related of the Help Desk.

Produce activity reports for call statistics.

Interface with other levels of support, such as Network Operation Center and IT services.

November 1999 Ixnet/Global Crossing

April 2005 HELP DESK SUPERVISOR

Supervise the Help Desk staff of twenty analysts, and all day-to-day operations of the solution center.

Handle various issues from the Level 1 and Level 2 Analyst for IP and voice circuits.

Determine the role and responsibilities of staff members.

IT Cost and Scheduling / Document policies that relate directly to the Help Desk.

Oversee special projects related of the Help Desk.

Resolve any employee issues that might be affecting the Help Desk.

Responsible for all scheduling, interviewing, hiring and firing.

Produce activity reports for call statistics.

Interface with other levels of support, such as Network Operation Center and IT services.

August 1997 – Inventure International

October 1999 QUALITY ASSURANCE ENGINEER

Design and Implement test plan. Analyze results and software readiness.

Assists in defining and implementing software quality processes.

Act as liaison with development team to ensure the timely delivery of quality software product line.

Maintain quality assurance and processes, designing and implementing test automation with QA Partner and RSL scripting, participating in user quality control testing.

Utilize Windows NT, UNIX (Sun Solaris) & Windows 95 platform for testing of product lines (FENIX for FX Option trading & RANGER for stock and market analysis).

Develop software-utilizing MSExcel enabling clients to view data from any database.

September 1996 – Saks Fifth Avenue

February 1997 DATABASE ADMINISTRATOR/TECHNICAL SUPPORT

Designed and implemented major distribution systems.

Provided vendor with information regarding the activities in transportation of goods within the U.S.

Developed a database system in Approach on Window 3.11 platform to provide information to traffic managers on making decisions for the most economical means of transporting goods

Developed bid comparison and Analysis utilizing Word 6.0, Access 6.0, Excel & PowerPoint.

January 1993 – State of California Dept of Transportation, New Technology

May 1995 ELECTRICAL ENGINEER ASSISTANT

Managed eight multimillion-dollar research projects. Reviewed C algorithms for lateral and longitudinal control of vehicles for an automated highway.

Managed Standard Interagency research agreement, demonstration projects, and contracts for the advancement of an Automated Highway Systems.

Participated in public presentation for Caltrans new technology program.

Developed project management program for timely submittal of quarterly progress reports, based on analysis or existing Reports.

March 1992 – State of California Department of Transportation, Division of Personnel

January 1993 DATABASE ADMINISTRATOR

Maintained database utilizing Access, of various personnel information.

Developed the State of California Employment Opportunities brochure.

Assisted in the preparation and implementation of the Caltrans Student Loan Program.

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