Nancy Heitzenroeder Email & Phone Number

 Diagnose system malfunctions to isolate problems to EMC, other OEM vendors or software and develop appropriate action plans.  Perform pro-active and reactive maintenance on EMC software Adhere to proper escalation procedures. Communicate with customer before, during, and at the completion of the activity.  Provide technical expertise using standard operating and diagnostic protocols to resolve standard to moderately complex system level issues that are negatively impacting product performance  Communicate procedural and technical issues to internal and external customers in a fast paced and customer critical environment.  Assist in problem recreation and failure analysis of systems level issues.

Imaging and Deploying Computers.Supporting Windows 2000, XP and Vista.Creation of user accounts for Active Directory.PC cleanup for terminated users.Distribution of Software for JNJ clients via remote access.Supporting Office 2007.Desk side Support functions.

Team Lead for various groups in the Field Sales Help DeskField over 300 calls a month from Field Sales Representatives.Awarded for consistently resolving customer difficulties in an expedient and tactful manner. Providing technical support and resolution for Field Sales Representatives for technical calls ranging from remote access issues to hardware related problems including modem and printing problems.Providing clients with support for many applications including Microsoft Excel, Word and PowerPoint and other BMS applications including Express T&E and ETM. Implementation and testing of Avaya IP Agent for a Work At Home program for analysts and managers. Implementation of Iplan tool for sales representatives.Maintaining customer relations in accordance with service level agreement with Bristol Myers Squibb.Maintaining service tickets that need to be sent to Dendrite for advanced hardware problems that need to be worked on, resolved, or escalated to appropriate section of Dendrite.Maintaining tickets where hardware is shipped back to client from Sales Plus to ensure client has received hardware and is operational.

 Reporting and SLA compliance to establish group goals, organize and assemble data to effectively evaluate and surpass team objectives Leading strategically by reaching across to other divisions to improve communication within the help desk. Establishing criteria for Quality Assurance to pinpoint performance targets and goals.  Highly effective leadership, communication, motivational and inspirational skills. Possess strong commitment to team environment dynamics with the ability to contribute expertise and follow leadership directives. Served as Subject Matter Expert (SME) for many applications used at the help desk to improve turn around time and customer satisfaction.

 Team Lead for various groups in the Field Sales Help Desk Awarded for consistently resolving customer difficulties in an expedient and tactful manner.  Providing technical support and resolution for Field Sales Representatives for technical calls ranging from remote access issues to hardware related problems including modem and printing problems. Providing clients with support for many applications including Microsoft Excel, Word and PowerPoint and other BMS applications including Express T&E and ETM.  Implementation and testing of Avaya IP Agent for a Work At Home program for analysts and managers.  Implementation of Iplan tool for sales representatives. Maintaining customer relations in accordance with service level agreement with Bristol Myers Squibb.

Installation of various types of hardware for PC's and Notebooks including Dell, HP, IBM and Gateway.Configuration of all hardware to meet customer needs and satisfactionMaintaining service level agreement for all vendors and clientsKeeping records of all maintenance performed for all vendors and clients for submission to corporate headquarters.Shipping of all hardware to back to respectful vendors.

Installation of various types of software. Installation of PC's and connecting to network. Some Novell LAN Administration of 125-node network. Notebook configuration (IBM ThinkPad) for Account Executive clients for Dial Up Networking and remote access. Maintaining Client - Customer relations Daily Backup of two Novell servers. Trouble shooting PC's for various types of problems.

Associates In Applied Science, Computer Science

Associates Degree, Computer Science

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