Michael Boldin Email & Phone Number

Telephone support for Parsons employees as the number one point of contact.*Provide excellent customer service.*Care30 (Customer Service)*Excellent customer feedback via surveys*First Call resolution higher than company SLA standard of 72%.*Ability to take and resolve more calls than any other analyst.*Perform Admin duties such as Security Queue, Terminations, and E-mail Admin.*Creating accurate calls in Peregrine Service Center. Correctly assigning categories inCall tickets and assigning Problem tickets to the correct queues.*Active Directory*IBM AS-400*Remote connectivity via logmein rescue*ITIL v3 certification*Proficient in Windows XP and 7*Expert in Outlook via Exchange* Cisco Any Connect VPN*Trend Micro Office Scan virus protection

Telephone support for Real Page multi-family property software both Web based and DOSbased.*Updating and logging calls into Siebel 7.7.*Providing excellent customer service.*Performing follow up as a 2nd level technician.*Very High first call resolution and low talk time. Able to take and finish the mostcalls in the center.

Support RIA's family of tax related products on CD and Internet over the phone.*Enter call tracking into Siebel 7.0*Provide Excellent Customer Service

Support software and hardware issues at Quest's Dallas area locations.* Ghost PCs and laptops for users.* Set up VPN and Pal as well as Palm services. * Support network and local printers. Perform maintenance and break/fix on the printers.* Set up and configure Outlook.* Provide Excellent Customer Service.

Program installation and configuration. * Hardware and Software Troubleshooting. * Install Computers and configure DSL connections at Client site.* Train Clients on use of Quest's TOROL System. * Provide Excellent Customer Service.

Program installation and configuration. * Hardware and Software Troubleshooting * Supported network throughout hospital and adjacent complexes. * Printer setup and maintenance. Network cabling. * Setup and installed PC for new employees. * DHCP and TCP/IP Configuration. * Network Client Configuration. * Customer service when answering incoming calls from users. * Worked on interfaces with Perot Systems for hospital applications. * Assisted in upgrading hospital email system to MS Outlook 2000. * Software used and have knowledge of : Orsos hospital scheduling systems by PerSe,Rally! AS-400 hospital systems, IBM On demand client and crystal reports, Windows 3.1xthrough Win XP including Win2000, MS Office 97 and 2000 professional, Novell Intranetware4.11 and 5.0, Norton Anti-virus.

Sell computer hardware, software, and services to major corporate accounts in a callcenter environment. * Give excellent customer service by suggesting products and services that fit thecustomers' needs. * Follow up sales to ensure complete customer satisfaction and to help build customerrelationships. * As Operations Coordinator: Worked with a team to ensure that their customers werereceiving the products they ordered and were being billed accordingly. Worked through CompUSA's systems as well as Ingram-Micro and various Shipping companies to speed updeliveries. * Worked in SAP to solve open order problems by working through the difficulties in thesystem to make sure everything was as it should be. As a result I cut my team's openorders to less than 5%. * Software used and have knowledge of : SAP, Siebel, Lotus Notes, Windows NT 4.0

Support Protel payphones and payphone management systems over the phone. * Troubleshoot communication problems and test for Firmware conflicts with hardware andsoftware. * Diagnose and discover solutions for installation issues arising from management systemconflicts with newer computers and computer operating systems. * Assist customers with Data retention and data transfer issues as well File managementand Media optimization. * Troubleshoot problems with Protel's external modem used in context with theirmanagement system and hardware as well as the customer's computer. * Provide excellent customer service and support. * Software used and have knowledge of : ExpressNet Payphone Management System, Windows NT4.0, DOS 6.22, Windows 95

Education record

* Computer Networking Technology / NT * Intensive Hands-On training in electronics including digital/analog, troubleshooting and circuitry.

Networking