Piero Laura Email & Phone Number

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- Staying home- Enjoying life- Visiting friends- Spending time with family- Spoiling the grandkids- Voluntary work when needed

Orlando, Florida Area

Supporting the Micros Hospitality Applications Suite- Opera/ Micros/3700/ 9700/ e7/Interfaces/ Support!- PMS and POS support- Support for Opera Property Management System - - Cloud based and Server based- Opera Server, OXI Server, Interface Server- Interfaces, Print Tasks, Reports- Hotel configuration: Front Desk applications and Housekeeping applications.- SQL scripting and Database support- Users permissions and access- Application Support

Orlando, Florida Area

• Desktop Break/Fix and installations• RSA configuration and activations.• LAN and WAN support.• VPN Configuration and support.• Wireless configuration.• Active Directory Services and Access.• Smartbadge activation, configuration and reset.• Support for Guardian Edge hard disk encryption.• Support and installation of PKI security certificates.• Helpdesk Support.• Support/enable/reset of RSA token.• Sharepoint support and troubleshooting.Additional SkillsFluent in: Italian, French, and Spanish.

Orlando, Florida Area

Technical Support Analyst Provided hardware and software support to 7500+ employees in 45 countries and over 345, 0000 customer locations, in multiple languages while maintaining and exceeding the goal of 85% resolution rate on first call.In July 2011 traveled to Romania to provide help, assistance, training, and support to the new help-desk to ensure a smooth transition and transfer of knowledge.Support, troubleshoot, and repair Microsoft applications such as Internet Explorer 6 and higher, Windows XP and higher, MS-Office, Live Meeting, and Office Communicator and ensure their correct functionality.Perform installation, testing, and repair of SAP, Siebel, Business Warehouse, Sherlock, Filenet, and PortfolioPlus either on-site or over remote connection.Troubleshoot, and resolved TCP/IP connections and VPN connections between client PC’s and corporate LAN resulting in shorter user’s downtime and increased productivity.Diagnose and resolve printing issues. Successfully tested and installed printers, including Laserjet, Inkjet, Deskjet, and All-in-One either through a TCP/IP connection or through a local port.

Orlando, Florida Area

Provided Technical Support to approximately 10,000 end-users with banking and financial applications.Analyzed and resolved security issues (including passwords and access issues) in a Novell NetWare, Active Directory, and Mainframe environments.Successfully resolved VPN issues between the end users and the corporate LAN. Reset and synchronized VPN token with the RSA server resulting in faster access and increased security.Diagnosed and resolved printing problems, performed printer installation and testing to ensure proper functionality resulting in saved time and resources.Provided feedback to managers and associates about software and hardware issues that required special attention resulting in increased productivity and efficiency by end users.

Heathrow, Florida

Analyzed, maintained, and troubleshoot the “Phoenix Banking System” suite of applications.Dial-in to remote customer sites to conduct investigations and resolve software and hardware issues.Developed and run SQL statements using the Sybase SQL server and “Centura” Programming tool, analyzed the results and provided feedback to customers and associates.