Prepare Federal and state income tax returns for individual customers.

Prepare Federal and state income tax returns for individual customers.

Prepare Federal and state income tax returns for individual customers.

• Schedule and engage in follow-up calls with clients regarding on-going technical issues • Resolve technical escalations from the Product Support phone and chat team • Troubleshoot issues which may occur during database updates, new software installations, and server migrations • Track and monitor all client interactions using Salesforce CRM system• Coordinate with peers to provide proper coverage for all appointments

Prepare Federal and state income tax returns for individual customers.

Prepare Federal and state income tax returns for individual customers.

• Providing telephone customer service• Assisting customers with information and status of products used by company• Providing customers with information on company products, services and policies

Prepare Federal and state income tax returns for individual customers.

• Providing telephone customer service• Assisting customers with updates to their customer information profiles• Providing customers with information on company products, services and policies

Prepare Federal and state income tax returns for individual customers.

• Monitored wide area network (WAN) consisting of Microsoft Windows and Linux based servers and associated networking equipment including Cisco routers and switches using monitoring tools such as Whats Up Gold, OpenNMS, Zenoss and tools developed in house. • Worked with technical support, QA and engineering staff to troubleshoot and correct problems with network connectivity issues such as connection issues with servers, software application failures and hardware failures. • Coordinated with engineering and network staff on change management to ensure orderly application of changes during maintenance windows. • Wrote and maintain trouble tickets using SBM, ServiceNow and Jira to report and track problems with network connectivity issues, software application failures and hardware failures. • Wrote and maintained Intranet sites based on TWiki, MediaWiki and Confluence containing operating procedures, server application recovery procedures and disaster recovery procedures.• Administered Barracuda enterprise backup appliance. Monitored daily backup jobs. Performed data recovery. Provided backup status reports to management.• Performed quarterly data center failover testing and assisted with semi-annual backup generator testing.• Assisted helpdesk staff with configuration and troubleshooting of Network Operations Department personal computer hardware and software. Installation of software including Microsoft Windows, Microsoft Outlook and Microsoft Office products. Network printer configuration and maintenance.• Assisted in training of network operations department staff in operation of monitoring software and department policies and procedures.

• Monitored wide area network (WAN) consisting of Microsoft Windows and Linux based servers and associated networking equipment including Cisco routers and switches using monitoring tools such as Whats Up Gold, OpenNMS, Zenoss and tools developed in house. • Worked with technical support, QA and engineering staff to troubleshoot and correct problems with network connectivity issues such as connection issues with servers, software application failures and hardware failures. • Coordinated with engineering and network staff on change management to ensure orderly application of changes during maintenance windows. • Wrote and maintain trouble tickets using SBM, ServiceNow and Jira to report and track problems with network connectivity issues, software application failures and hardware failures. • Wrote and maintained Intranet sites based on TWiki, MediaWiki and Confluence containing operating procedures, server application recovery procedures and disaster recovery procedures.• Administered Barracuda enterprise backup appliance. Monitored daily backup jobs. Performed data recovery. Provided backup status reports to management.• Performed quarterly data center failover testing and assisted with semi-annual backup generator testing.• Assisted helpdesk staff with configuration and troubleshooting of Network Operations Department personal computer hardware and software. Installation of software including Microsoft Windows, Microsoft Outlook and Microsoft Office products. Network printer configuration and maintenance.• Assisted in training of network operations department staff in operation of monitoring software and department policies and procedures.

• Provided telephone and email support of hardware and software used to receive real-time financial market data. • Worked with QA and engineering staff to test new and updated hardware and software products.

Managed family owned retail bagel bakery. Responsible for supervision of sales and bakery staff, ordering of raw materials, production scheduling, payroll, wholesale sales to a number of locations of national hotel chains, food service companies and regional restaurants.