Resume 15

Certifications

• Receive, process, analyze, assign personnel to, and resolve all support issues submitted to Information Systems from over 700 users at 14 locations across eastern North Carolina, South Carolina and Virginia.
• Record issues using LBE helpdesk software.
• Administer Windows NT and 2000 network.
• Support Dell personal computers and IBM laptop computers running Windows NT and 2000.
• Administer user profiles, print queues and system messages on AS/400.
• Evaluate software for potential corporate use, especially Windows XP.

• Provide first level support to corporate Internet service and hosted server customers.
• Process incoming requests via phone or email for technical support from corporate customers.
• Record all issues using Remedy Action Request software and Filemaker Pro database software.
• Monitor network and server status using InterMapper Internet Mapping and SNMP Monitoring software.
• Administer Windows NT, Windows 2000 and UNIX on either HP NetServers or Sun Microsystems servers.
• Connect remotely to servers using VNC, pcANYWHERE, Windows 2000 Terminal Server, or SSH for UNIX.
• Administer web server services using IIS for Windows and Apache Web Server for UNIX.
• Coordinate DNS changes between customers and Utenzi network engineers.
• Coordinate troubleshooting and repair of ISDN, DSL, Frame Relay and T1 connections between customers, Utenzi engineers, and access providers.
• Administer corporate emails accounts hosted by Utenzi using InterMail PostOffice Edition mail server.

• Provide primary first level support for 57 telephone representatives at Glaxo Wellcome s Customer Response Center, running Windows NT Workstation 4.0 on Dell computers.
• Service both hardware and software for systems. Primary support for TCS SeriesFive workforce management software for call centers.
• Primary support for Telecorp ACD performance reporting software for call centers.
• First level support for Beacon call center representative interface, using Visual Basic and Java.
• First level backup for I Physician Net Video Conferencing system.
• First level backup for Genesys Telecommunications software products.
• Configure and roll out new systems.
• Document procedures and publish them to the CRC s internal website.
• Record all issues using Remedy Action Request software.
• Coordinate with second level support to resolve escalated issues.
• Participated in testing of Chameleon Systems Change Coordination Software.

• Provide level one support to all First Citizens Bank associates.
• Research and perform problem-solving activities on all operation on-line systems in use at AllStar Bank.
• Respond to requests for information from bank associates.
• Keep current on bank operations and the systems and/or applications used to automate FCB banking operations and their impact on the customers.
• Identify and classify hardware and software issues on systems running Microsoft Operating Systems and Extra! for Windows 95/NT 3250 Emulator.
• Document all troubleshooting and/or problem resolution actions.
• Coordinate with Network Computing and bank associates on identifying and correcting data communication problems using CICS and Netview mainframe diagnostic tools.
• Determine priority of and escalate unresolved problems to second level support.
• Work with other FCB support groups, including Network Computing and Systems Management, to determine problems, develop solutions and resolve customer issues.
• Assure a maximum level of customer service and quality control on all activities.
• Serve as Group Lead to the hardware group for Help Desk Representative I s.
• Provide initial support for the bank s Data Warehouse support activities.

• Provided complete customer support for all personal computer systems, both hardware and software, for 20+ users.
• Initial install of AS/400-Microsoft Network, involving the install of Category 5 network cabling in building, removing twinax network cards and installing Ethernet network cards, installing appropriate network protocols on existing Windows for Workgroups 3.11 workstations or installing new Windows 95 workstations, and resolving conflicts between AS/400 protocols and Windows Networking.
• Responsible for various business-critical operations involving an IBM AS/400 mainframe computer, including daily tape backups, scheduling print jobs, and running reports and queries. Designed and implemented company web site located at http://www.somewhere.com.

• Member of team responsible for the conversion of nuclear power plant procedures from WordPerfect for DOS to MS Word 6.0.
• Directly responsible for the development of multiple MS Word macros for the conversion of procedures.

• Evaluated needs and purchased equipment for computer systems.
• Installed both hardware and software required for systems.
• Responsible for creating client database for better management of membership services.
• Lead initiative to design and implement a company web site and other multimedia projects.