Employed at PricewaterhouseCoopers in the Central Security Administration Department (CSA) providing access to PwC's network and technical support for PwC's National employees and contractors, providing user administration in several applications and systems.

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Employed at the DTCC to provide 1st level technical support for DTCC internal and external customers having problems with access to applicable DTCC web-based applications and other systems used for transactions associated with the securities industry. The Help Desk tools include, but are not limited to, the Peregrine Service Center 5 and 6 ticketing system, ExtraXtreme Attachmate terminal emulator for mainframe access support for terminals and network printers, Citrix VPN, P-SYNCH password and account administration tool (mainframe, windows), Active Directory, SMS (Remote Desktop Connection tool), PCWeb Admin tool (for administering digital certificate passwords),VERID authentication system, CRS (Customer Registration System) for verifying customer product access, authentication and password resets, TAM (Access Manager) for verifying customer product access and account/password status, the Apropos call management system, Lotus Notes and associated databases, and other web-based apps.

Worked as the Technology Specialist for the school providing support for computers, copiers and printers. Assisted in some clerical duties as requested by the staff to include making copies and packets of instructional material. Also participated as a substitute teacher whenever there was an absence or late arrival, did tutoring for ESE students during regular school hours, tutored in the after-school tutoring program and during the Saturday school tutoring program.

Employed at Verizon Data Center in the NSC as a Tier 1, Multi-skilled technician, taking Verizon Core, Dual and Commercial calls and using Live Chat to provide first touch resolution to Verizon customers in regards to application problems, system access problems such as mainframe access, VPN access, Domain access, Server issues (Windows and Unix), Network/Firewall Connectivity, TCP/IP configurations, Lotus Notes/Outlook access and configuration, etc., equipment issues, printer issues, such as mapping and purging of network printers (VPS, CICS, IMS and Sage), assistance with the Verizon eProcurement system for Verizon employee purchases and travel arrangements and other PC/LAN software issues using intranet resources, internet resources, the IRIS knowledgebase, the CMIS ticketing system and the URC (Virtual Network Connection) for the purpose of remoting into a user's computer to resolve their issues. Responsibilities also include advising customers of the Helpdesk Knowledgebase (website) and the Helpdesk IVRU, where customers can go or call to resolve a lot of their own issues in regards to some systems access and, if necessary to walk the customer through the procedure to do so and the dispatching of tickets to the appropriate Product Specialists or support group or the referral to the appropriate support group for issues not able to be resolved at first touch or not supported by the National Support Center. The position further requires providing status updates to customers regarding dispatched problems and taking further action as company procedure requires. Further duties included, but were not limited to, mapping share drives, manually manipulating system access via the mainframe and/or active directory, assisting customers using laptops with encryption issues (password resets), SecurID issues, uninstalling unsupported software, and verifying supported software, hot fixes, application fixes, etc. via the DVC website (pushed by Marimba for Verizon assets).

Take inbound calls for customers needing assistance with issues with their cellular phone service, including but not limited to phone activation. Use several applications and systems to troubleshoot connectivity issues with call connections, voicemail, text messaging, picture messaging, touch-to-talk, signal issues, and any other problems arising in the use of the cellular phone. Assess the customers’ usage to ensure the customers’ account is tailored to best fit their needs.

Position included assisting the teachers and students at Sheehy Elementary School in basic computer and internet usage, tech for computers...laptops and desktops... and printers, Network Administrator, assist teachers and students in the usage of any other learning equipment such as Brainchild, AlphaSmart keyboards, digital cameras, educational software, copiers, laminating machines, poster machines, etc. Also worked with the students in the after-school care program providing help with snacks, homework and enrichment programs such as drama, arts and crafts, computers, music, etc.

Take inbound calls from AOL customers and prospective customers, using dialup, AOL DSL, AOL Cable, and any other internet access...using an ISP/LAN connection...supporting them with connectivity issues and other issues concerning the America Online software. Since being employed with ECE, I have worked as a Point of Contact...answering questions for my peers when a specific AOL member’s issue is not readily resolved, Callback Specialist...returning calls to AOL members when the normal steps to resolution have failed. I was also a part of the In-Home Support Team...where we handled calls for AOL members using AOL DSL and their connection issues needed additional support from their DSL provider. This position involved tracking specific issues involving connectivity when certain DSL modems were being used, phone contact with techs from the DSL providers and phone contacts with AOL’s IHS techs when a visit to the member’s home was necessary. In addition, I was a part of a Tier II project where we not only performed troubleshooting for regular inbound calls, but we also handled a special selection of calls...directed only to Tier II...in an effort to track, report and update connectivity resolutions not included in the regular troubleshooting process.