Laura Carter Email & Phone Number

Rochester, Ny, Us

Fairport, Ny, Us

Rochester, New York Area

* Performing Quality Assurance activities* Developing and maintaining technical documentation* Installation and upgrade support* Technical support

Victor, Ny

- Configuration and troubleshooting support for IDI's proprietary billing software (CostGuard).- Day-to-day operations support for SAAS managed customers.- Responsible for software installations/hotfix deployments.- Supporting over 20 customers- Product functionality expert- On-call rotation responsibilities

Database Administrator / Team Lead (IBM ITDelivery):12/2005 - 6/2009• Managed/Administered two Lotus Notes applications for technical resource engagement.• Assisted developer with design strategies for tools/applications.• Created training materials and facilitated/implemented training programs.• Mentored, trained and evaluated team members.• Organized meetings and managed documentation, departmental compliance and escalations.Groupware Operations / Team Lead (IBM Global Services):10/2000 - 12/2005• Acted as an escalation/communication point for the Operations team.• Maintained 24x7 shift schedule/coverage for Operations team.• Organized meetings and managed team documentation.• Created training materials and facilitated/implemented training programs.• Administered interviews for new employment candidates.• Mentored, trained and evaluated team members.• Monitored Lotus Domino servers with BMC Patrol, Servers Alive, NotesView, MailProbe, and Logs.• Supported Domino Directory, AdminP, Replication, Stats, Router, SNMP, HTTP, Quotas, more.• Monitored, verified, and scheduled backup and file restore jobs with Tivoli TSM and ARCserve software.

Team Lead – OfficeMax Help Desk- Provided technical support for retail hardware, systems, sub-systems and applications for a Unisys customer. - Answered complex questions about installation, operation, configuration, and customization. - Provided feedback/guidance to help desk agents on process, procedures and troubleshooting. - Assumed call responsibility as necessary- Verified entry of appropriate information within problem management system. - Ran queries and reports using REMEDY software tools. - Directed escalations on calls outside of agent's technical abilities or support boundaries. - Participated in meetings and functions as necessary. - Informed manager of any work conflicts, dissatisfied customers or hardware/software malfunctions.- Participated in peer telephone coaching and agent evaluations regularly. MSL Support Analyst- Supported Microsoft and Lotus applications for external customers- Provided support for hardware, software, network, and operating system problems.- Escalated hardware and software problems when necessary. - Created training materials and trained team members.- Lotus Notes Subject Matter Expert for team.- ISO Standardization rep for entire department.