Helped AssaAbloy with IT infrastructure by setting up Companywide SharePoint site (Design, Administration, and Maintenance) On helpdesk team, setup VMware ESXI server and configured it for Windows 2012, Windows 2008, and multiple client operating systems for Production Environment Lab. Setup partnered training program to get peers to train other peers in their strong suits. Provided Sr. Engineering support to the big clients on domain configured networks. Worked with Starwood Hotels to get their preferred guest cards working with our Visionline system. Remote Field Techs are onsite Project managers, dealing with the interworking’s of Vingcard locking systems. Making sure doors are configured properly with our proprietary technology. Software is installed, configured, and database is built(custom to property’s needs). Staff is trained in one of three products (Visionline, Vision, or 2800 systems). Going through the property installing (Gateways, Routers, End nodes, and firmware). Working with the inside sales team to make sure all the parts are there onsite and that they are the best fit for the property. Orchestrating all of the Remote work with in the course of an ever changing time frame.

Provided Tier 3 assistance to Service desk agents and an escalation point within the company. Troubleshot hardware, software and connectivity issues for a mixed Unix, Linux, Windows and mainframe environment. Supporting and Administrating 9 Clients, over 500k users, 12 Active Directory Domains, workstations, and Terminals. Also supported ADP Expense Processing and voicemail, telephone and PBX systems. Aside from my Helpdesk duties I have been appointed Team SharePoint administrator. Supporting Enterprise CEOs to the wrench turners at manufacturing plants. Providing Exceptional customer service all the while maintaining a level of expertise that has been cultivated from almost 20 years of experience. At CompuCom I have helped develop phone agents with high caliber troubleshooting knowledge and soft skills.

Represent Microsoft and communicate with corporate customers via telephone, written correspondence, or electronic service regarding technically complex escalated problems identified in Microsoft software products, as well as manage relationships with those customers. Frequently, these problems will not only be technically complex, but also be politically charged situations requiring the highest level of customer service skills. Receive escalated, technically complex mission critical or politically hot customer issues, and maintain ownership of issue until resolved completely. Use trace analysis, source code, and other sophisticated debugging tools to analyze problems and develop solutions to meet customer needs; may involve writing code. Acquire & coordinate resources from other groups as needed to resolve customer issues. Manage hot site issues by setting customer expectations, devising action plans, being available 24x7 and professionally communicating to all parties involved. Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas. Report software bugs and customer suggestions. Write complex technical articles and sample programs for knowledge base. Skills AcquiredFine understanding of the inter-workings of Microsoft Windows Vista and Windows XP.Ability to read windows error logs and determine a fix based on the information.Fine knowledge of setting up manifests to generate the best report for the problem.Ability to maintain security clearance in a pressured environment. (White-papers and Solution databases)Providing Leadership and Guidance to the Overseas front line Technicians.

Three years managerial experience leading call center best practice process development / improvement and knowledge management efforts at multiple companies. Experience managing organizational change and developing employee training materials for the new processes and technologies my group was implementing. Served as an internal consultant to the customer service / call center organization and developed a knowledge repository tool and associated document management processes. Responsible for developing call center metrics and reporting that provided strategic overviews of business operations in the areas of SLA compliance and employee productivity. Oversee the development, performance and training of technical support representatives. Provided monthly analyses of performance trends and recommended solutions for any areas having downward trends. Project management experience, including rolling out new call and customer technical support centers, as well as consolidating existing sites. Six Sigma Project 2004 at Telvista: Black Belt Review of Training Class. Achieved lowest dropout rate in the history of the company with only one defect during the entire time. 1/1200

Trained and administrated various UAW (United Auto Workers) sites over the United States. Provided training for subjects such as: Internet Protocol 101, 102, and 103, Personal Computers 101, 102, and 103, GPS 101, and Personal Productivity 101. Performed course development through the design of courses, including writing goals, objectives, and instructional strategies for courseware. Developed course modules to schedule. Worked with subject matter experts to validate course design and content. Review course content and validating course quality. Worked with other course developers and business owners to determine additional curriculum needs. Worked with Technical Publications group to ensure consistency of product documentation and training materials and exploit opportunities for reuse of these materials. Investigated, develop, and implement programs for alternative channels of education for customers and strategic partners, such as distance learning (Grade Point). Maintained site expenses and securing assets over $750,000. Trained and Administrated Multiple trainers at a location. Liaison between EsoftSolutions the UAW (United Auto Workers) Union.