Judith Kinney Email & Phone Number

Huntsville, Al, Us

Huntsville, Alabama Area

Fairfield, Ca

Provide front line monitoring alarm systems, group email boxes, Remedy tickets and calls to support PG&E organizations.• Manage Alarms and Alerts received from existing monitoring programs.• Incident ticket management creating and assignment• Service request ticket management creation and assignment• Preform several tasks within Change Request cycle• Provide assistance to others on the team when requested • Assisted in leading bridge calls • Creation and sending of epages on incidents• Assist other groups within the Enterprise Network Operations Center

Software application support for external and internal customers. Supported all company Web-hosted customer products -- chiefly IntelliServe, Sliicer.com, FlowView Portal, Telog Enterprise. Configured new customer applications; handled ongoing configuration changes. Offered customer product demonstrations and on-site and remote-conference training to support sales efforts. Configured and maintained IntelliServe, Telog and IDTU systems; made authorized changes to existing configurations. Monitored and troubleshot hosting system.Collaborated with Data Center, Field Operations, Software R&D, and Quality Control for quick problem resolution; achieved and surpassed system uptime requirements by daily monitoring and troubleshooting of hosting software and hardware.Created and updated procedure and process documentation for Hosted Systems, Data Center, and Field Operations.Provided hosted software functionality input and analysis; aided in planning new requirements.Supported Software R&D in testing new software releases.Provided staff and customer feedback to improve product documentation and training.

Provided full-range customer training and hosted software support for inbound and outbound mail applications. Set up systems; trained new and existing customers. Monitored servers 24/7. Assisted Sales Reps on demo calls. Ensured customer satisfaction by resolving identified problems and needs for hosted software applications; maintained excellent response time. Handled full service mailings.

Provided full customer training and support for 250+ hosted software users and 200+ installed software users. Trained new and existing customers. Scheduled and trained staff for pager duty. Created and implemented Customer Satisfaction Survey.

San Jose, Ca

Provided customer support for PC Card products to end-users. Assisted in testing and reviewing documentation on pre-released PC Cards.

Fremont, Ca

Handled the Aspect phone system for call center. Installed Aspect telephones and other hardware components. Generated statistical reports from Aspect, CSS and Reflections.SENIOR TECHNICAL SUPPORT REPRESENTATIVE (1993 to 1994)Provided telephone support for a wide variety of multimedia products. Proficient in solving complex compatibility problems from Level I and Level II Escalations. Responsible for scheduling and compiling statistics from the Aspect Call Center System. Filled in as acting supervisor when needed.