IT professional with over ••••• years experience in telecommunications and web hosting providing superior technical support and customer service to end-users. Exceptional communication skills combined with a solid understanding of the data process flow allow me to explain this information in the simplest terms for customers to understand and learn. Excel in a team environment elevating co-worker performance through idea and knowledge sharing. I am excited about putting my expertise, experience and passion to work.
Bellsouth/AT&T, Atlanta, GA ••••• - ••••• Business Analyst/Business Intelligence: Tracked DSL subscriber performance indicators, wrote business requirements for migration of enterprise data warehouse to Business Objects XI and maintained performance dashboard.
Analyzed free professional installations for new 6 Meg DSL orders, eliminating the option for free installations from scripting saving the company approximately $•••••M in 8 months. Led migration of enterprise data warehouse to Business Objects XI. Co-wrote business requirements for all DSL metrics while serving as a Subject Matter Expert. Converted dashboard from 9 state legacy Bellsouth to include ••••• state data for AT&T allowing VPs to make planning decisions critical to the operations profitability and success.
Network Manager – NRC: Provided last level technical support to DSL customers and domestic & international tier 2 help desks.
Provided tier 2 technicians training by scripting online support tool updates; action reduced call volume to Network Managers by 6%. Created training material for ••••• minute class on Domain Name Services. Class material used as part of new hire training for Network Managers. Served as Problem Management Coordinator for networking issues which resulted in opportunity to offer additional profiles resulting in increased revenue by enabling company to sell higher priced packages to more customers. As a Network Manager received 3 “Customer Rules” awards (•••••, •••••) for work on training material, assistance with developing new profiles and outstanding customer service.
UCB, Inc. , Smyrna, GA ••••• Helpdesk Support Specialist: Provided technical support on desktop operating systems, software applications and networking to remote users.
Created quick reference guide for sales representatives on configuration of VPN software. Guide also included steps to configure Linksys routers for virtual office employees. Obtained Helpdesk ••••• Certification – Helpdesk Certified Professional
Interliant/Interland Web Hosting Company ••••• – ••••• Jr. System Administrator: Provided technical assistance to dedicated web server customers who paid for technical support.
Provided training for system administration of web servers using MS Windows and Unix operating systems. Trained and assisted resellers in account administration and virtual hosting configuration. Trained new hires on customer service guidelines and service level agreements improving average handle times. Provided technical insight into network latency issues for electronic mail and domain name services to co-workers and end-users. Served as Problem Management Coordinator to reduce system down-time for e-commerce customers improving overall customer satisfaction rating by 8%.
MCI Worldcom ••••• - ••••• LAN/WAN Support Specialist: Provided technical support for LAN administrators and sales representatives.
Served as Problem Management Coordinator for all help desk tickets and escalations. Reduced Service Level to within 2 days for problem resolution on escalated tickets. Trained new hires on software applications and customer service guidelines improving customer satisfaction. Promoted to tier 3 analyst and received several performance and quality awards. Provided server administration of ••••• servers for help desk. Obtained Microsoft certification – MCP in Microsoft Windows NT.
Technology Center, Inc., - Norcross, GA Sun Solaris 8 - System Administration – Currently working on Solaris 9 Certification Oracle 9i - Database Administration
Microsoft Certified Training, Atlanta, GA Microsoft Certified Professional – Windows NT
SKI Knowledge Certified Training – Atlanta, GA Helpdesk ••••• Certified Professional
Information Builders Educational Institute - New York, New York Database Management & Design, Advanced Financial Reporting. Top Gun Certification