Sandra Dasilva Email and Phone Number

Various contracts as a IBM technician :Software deployment IBM Server refresh

Sold homes in local area

Working with various network technologiesDNS (Domain Name System)AD (Active Directory) Wireless, Smart phones, MS various desktop applicationsiOSAccount management,Data securityRemote support and Troubleshooting of hardware and software issues

Investigates user problems and identifies their source; determines possible solutions; tests and implements solutions.Install, configure and maintain computers, Windows networks, file servers, network cabling, and other related equipment, devices and systems; add or upgrade and configure disk drives, printers and related equipment.Perform software and application installation/upgradesAssist with network security, including maintaining firewalls, managing host security, file permissions, file system integrity, and adding and deleting users.Troubleshoots networks, systems and applications to identify and correct malfunctions and other operational difficulties.Maintains confidentiality with regard to the information being processed, stored or accessed by the end-users on the network.Assist end users via in person, telephone, e-mail or remote access with a wide range of questions, problems and requests with their connectivity needs.

Maintain daily performance of PC & Laptop’s, Networks, Exchange 2010, file servers, network cabling, and other related equipment, devicesInstall, modify, repair computer hardware, software and mobile devices (Ex: iPhone’s , iPad’s and Microsoft Surface’s) onsite or remotelyMaintain network security, file permissions, system integrity, VPN and manage users in Active DirectoryCreated unique audio, visual and text content including newsletter articles, blogs, corporate training material and marketing presentationsDesigned, maintained company website (s) and prepared marketing materials and social media content for companiesPlanned, developed, installed, configured, supported & optimized a mobile infrastructure as well as saved $3,000 per month on wireless billDeployment team Lead/Mediator to bridge gap between various software developers and end users

Technical troubleshooting and gathering information from customers to identify root causes of customer problems and/or dissatisfaction from home office via phone and email (2nd shift - 7:00 pm - 12:00 am) Determining appropriate courses of action to ensure the result is successful from both a client and customerstandpoint, and to accurately document the interaction through contact tracking.

• Handle customer requests on behalf of VIPdesk’s client, Eddie Bauer from home office via phone and email (2nd shift - 5:00 pm - 1:00 am)• Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.• Use Eddie Bauer DOS ordering system to process orders in an efficient manner.• Attended meetings and training's as required to obtain new and pertinent information about the client and their products and services.

• Performed outbound and inbound (if requested) customer calls and Advised customers on behalf of Clients on 2nd shift (4:00 pm - 12:00 am)• Support and Provided superior customer service via phones, emails and or fax as assigned• Used computerized system for tracking, information gathering, and/or troubleshooting• Used questioning and listening skills that supported effective telephone communication• Used the most appropriate way to communicate with different behavior types on the telephone

• Original members to analyze and dispatch new banking software before company implemented company wide.• Produce and update sales and loan officer commission reports via Crystal reports• Compile, maintain and coordinate information from potential customers into database• Assistant to Mortgage Sales Vice President, Accounts payable and receivable for department• Provide customer service support to potential and active customers• Backup Loan Officer and Loan Program support for loan officers• Create, prepare and execute consumer mailings for Loan Officers and banking office inserts

Lifting, lowering and sliding packages weighing 25 to 70 lbsLoading UPS trucks for daily deliveriesUnloading UPS tracker trailersScanning and labeling all UPS packages (PAL labels)Correct all scanning errors to insure packages are delivered on timeSafety person for Sunrise/Preload shift (3:45 am - 8:00 am)