Call Center/Help Desk
Resume:
Marisol Cesareo
Pompton Plains NJ 07444
*******@*********.***
SUMMARY OF QUALIFICATIONS
Self-motivated; conscientious individual with excellent communication and multi-tasking skills. Able to work independently and as part of a team with hard working ethics.
Excellent in problem determination, troubleshooting and root cause analysis skills.
EXPERIENCE
HELPDESK
Feb 1999- April 2009 UBS Financial Services, Weehawken, NJ
• Support telecommuters with Citrix & Neoteris problems using different Operating Systems.
• Set up telecommuter PC’s and created documentation and basic telecommuter tips.
• Work daily as the second level support to assist in quick turn around and resolution of GTS Online tickets.
• Resolved issues with printers and wire printers.
• Work as liaison between technicians and vendors in resolving client issues promptly and optimally (regular and escalations).
• Supported client’s off-hours on Rotational Pager Duty.
• Supported Branch Financial Advisors setting up Consultworksmoible on their personal pc’s on different Operating Systems.
• Developed procedural documents and training materials, trained new team members.
• Provided delivery and support for the following technologies: Wintel, Exchange, Mainframe Apps and Entitlements, LAN, WAN, Citrix, Neoteris, Netops, Remote Desktop Connection, VPN, Blackberry, Windows NT-Vista, and Avaya Voice Communications.
• Provide PC and Mainframe orientation and support for all computer services users.
• Responsible for problem determination, escalation, resolution, tracking and follow-up.
• Track SLA and critical reports, and escalate accordingly.
July 1997 to Feb 1999 Painewebber, Weehawken NJ
• Establish and maintain constructive relationships with management to promote cooperation and open communication. Demonstrated the following during this role:
• Provide second level support to 350 branches 13,500 users nationwide.
• Act as a liaison between users and various IS and technical areas.
• Document, follow-up on chronic issues within the firm until resolved.
• Support multiple mainframe and windows applications running on private frame relay on an IP Network.
Marisol Cesareo
33 Winding Way
Pompton Plains NJ 07444
*******@*********.***
EXPERIENCE
HELP DESK
Oct 1990 to March 1997 Petrie Retail Inc., Secaucus NJ
• Provide PC and Mainframe orientation and support for all computer services users.
• Responsible for problem determination, escalation, resolution, tracking and follow-up.
• Using RACF created and maintained Iseries and Zseries User accounts
• Track application and critical reports, escalate and advise accordingly.
COMPUTER SKILLS
TSO/ISPF, RACF, VTAM, Netview, CICS, Windows NT-Vista, Dos, MS Office, Active
Directory, Citrix, VPN, Neoteris, Teltone, Avaya IP Agent, NetOps, Remote Desktop
Connection, Peoplesoft, Remedy
EDUCATION/TRAINING
Various company sponsored classes including Certification of Completion for Windows NT 4.0 Administration, NT 4.0 TCP/IP, NT 4.0 Core Technology, Windows 2000 Core Technology, Windows 2000 TCP/IP
Graduate, Hoboken High School, Hoboken, New Jersey
LANGUAGES
Fluent in English and Spanish
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