IT Resume

November 2nd, 2011

EXPERIENCE

Process & Technology Support Analyst – Management of UL Customer Project Certification Web Portal Services – ITIL V3 Foundations Certified
Underwriters Laboratories Inc., Melville, NY – May 2007 to February 2011

Responsible for the delivery of 2nd Line Support services to a range of customers (50,000 users). Served as the Incident Request Management entry point from where IT customers interacted with the UL IT organization for management of UL product certification projects. Provided a consistent high quality interface from which users request a service or report an incident to the service desk. Responsible for Queue Management, adherence to Change Management Policy and Procedure, Effective Incident Management and reduction of Issues. Met all process guidelines of supported Processes (Problem, Change, Reporting, Incident, Availability, and Capacity).Tracked service request fulfillment through the Service Level Management applications, including Peregrine Service Center and BMC Remedy.

  • Experienced improving first-time fix rates, and improving the overall quality of service.
  • Helped Drive Backlog Reduction, Effective queue management and ensured high-standard of ticket quality as per the stated KPI/Target.
  • Organized, Trained and Managed global IT Support teams and 1st line of support Customer Service.
  • Worked closely with Business Analysts and Developers to determine changes needed to resolve problems.
  • Held overall responsibility for the resolution of all incidents and change management.
  • Managed the environment, performed root cause investigations to determine what actual cause of the problems.
  • Responsible for minor web portal updates.
  • Responsible for account support. Implemented new or existing accounts, maintained an on call responsibility to respond to critical outages.
  • Responsible for Change and Problem Management, and the improvement of service quality.
  • Effectively addressed all the issues in daily and weekly reviews with the customers & Service Delivery Managers.
  • Produced monthly Problem and Change management statistics.

Technical Support Analyst
Manpower Direct (Assigned to Compucom / Pfizer), Parsippany, NJ – July 2006 to April 2007

  • Worked as a team with over 100 other people to provide excellent customer service to a user base of over 100,000 Pfizer employees.
  • Provided End user technical phone support for all Pfizer employees – Including Windows 9x/2000/XP/NT4, network printers, and Microsoft Office, and many other applications as well.
  • Maintained detailed call and incident tickets for every call received in the Peregrine Ticketing software.
  • Helped trouble shoot complicated problems with Microsoft Office, Antivirus Software, Microsoft Outlook, Laptop Hardware, Desktop Hardware, and all versions of Microsoft Windows.
  • Routed support tickets to appropriate second level support groups for support of applications other departments support.

Online Marketing Specialist
Regional Investment Group, New York, NY – September 2004 to June 2006

  • Provided e-commerce web solution. Completed projects ranging from Web development and technical consulting to e-commerce strategic planning. Responsible for vendor management, marketing, managed web content, managing online payments, shipping, and testing.
  • Managed all pay-per-click advertising accounts including Google Adwords, Overture and ensured maximum ROI.
  • Managed cross-functional team in developing sales campaigns across different channels: e-mail marketing, on-line catalog, and affiliate marketing.
  • Developed online marketing strategy to increase web presence including assessment for search engine optimization, e-commerce search solutions, web design, email marketing and online partnerships.

Network Operation Center Technician
Core Technology Services, New York, NY – October 2003 to September 2004

  • Performed basic configuration of Cisco routers.
  • Diagnosed LAN/WAN outages using HP Openview, ping, traceroute and hyper terminal.
  • Troubleshot Domestic and International Frame Relay circuits and created trouble tickets with AT&T, MCI/WorldCom, Sprint and conducted testing on WAN circuits.
  • Performed initial SNMP discovery of LAN (Routers, Switches and Servers) devices and WAN (Routers, FrameRelay and PPP) circuits using Hewlett Packard Openview.
  • Logged network outages using ISIS tracking Package.
  • Provided Help desk support for end users and data centers.

Office Automation Manager
Concord International Inc., Fort Lee, NJ – June 2001 to August 2001

  • Hired and supervised clerical and technical support staff.
  • Analyzed and implemented preventive maintenance guidelines for use of office software and hardware, including virus prevention.
  • Automated Windows Server network tape backup procedures.
  •  Communicated in two languages (Russian/English).
  • Worked overseas in a Russian field office. Managed office projects remotely after return to the United States.
  • Researched commercial market data and compiled reports on/for newly developed products and services.

Microcomputer Analyst
New York Institute of Technology, New York, NY – February 2000 to June 2000

  • Troubleshot and repaired hardware in seven microcomputer networks consisting of over 150 Windows (NT 4.0, 2000) workstations and 30 Macintosh OS 9 PowerMac and IMAC workstations.
  • Installed and configured software achieving zero down time.
  • Supported users working on Microsoft Office, Dreamweaver, Photoshop, Internet browsers and other applications.
  • Troubleshot Audio/Visual equipment setups in departmental Video Conferencing rooms.

Administrative Assistant
Neale May and Partners, New York, NY – May 1998 to September 1998

  • Maintained computer hardware and software on a Macintosh network including nightly backups of the system.
  • Tasks also included computer information retrieval, data entry, word processing, heavy phone communication, bookkeeping and customer support for a public relations firm between offices located in San Francisco and New York.
  • Troubleshot all office equipment and computers.

Volunteer Worker and Website Designer
Humane Society of New York, New York, NY – September 1997 to January 1999

  • Collected visual and textual information concerning daily operations at the shelter and composed a web based documentary, which was added to the official site.
  • Performed day-to-day volunteer work functions.

SKILL SUMMARY

Software: Microsoft Office Suite including Project and Visio, MS Outlook, Lotus Notes, Peregrine Service Center, BMC Remedy, Active Directory Environment, Citrix, VPN, Net-meeting, SMS, Dreamweaver MX, Photoshop CS4, Microsoft Visual Studio, Pfizer Pharmaceutical Applications, Drupal, WordPress
Computer Languages: Visual C/C++/C#, Java, Visual Basic, HTML, Perl, mySQL, Flash
Other: ITIL V3 Foundations Certified, Technical Writing, Russian Bilingual

EDUCATION

Cambridge College, Cambridge, MA – February 2011 to Current
Master of Education – Mental Health Counseling – LMHC

New York Institute of Technology, New York, NY – January 2000 to May 2007
Degree Completed: Bachelor of Computer Science
Minor: Business Administration

References and recomendations available on request.

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