*Provided advanced application support, network administration, desktop troubleshooting, and server management in multiple environments.*Provided first level assistance to internal and external customers including executive management, all users on laptops, desktops and printers.*Maintained client service level agreements and team performance goals while prioritizing, resolving and escalating issues in accordance with company policy.*Prepared accurate and timely responses to data requests and presents findings in an effective manner using a variety of query tool.*Processed Onboarding and Offboarding permission and access for all employees.*Communicated technical information clearly and effectively over the phone, in person, and in writing for internal, external employees and vendors.*Served as business continuity recovery coordinator for one or more systems. SME (Subject Matter Expert) for numerous enterprise systems (Avaya, (ACD) Avaya One-X, Session and System Manager, Qfiniti, Ecas and Lifesize, and IVR ). *Updated firmware and software to ensure equipment is up to date. Unix base updates toServers and applications.*Served as Property Control Officer (PCO), monitoring and maintaining equipment inventory.  *Contributed to teamwork and communicated effectively and provided excellence customer service. *Open, monitor, and escalate service tickets as needed. Coordinated with vendors on repair and replacement of equipment.*Program and test Avaya trunks, vectors, call detail recording (CDR), route patterns, Automatic Alternate Routing (AAR) and Automatic Route Selection (ARS) tables.*Report and respond to information request for all Tele-centers, duties include organizing, creating, and maintain information on internal website. *Provide technical support to sight impaired employees with assisted technology. (Jaws and ZoomText) Ensuring all documents meet 508/WCAG standards.

*Analyst, for the Market Oversight Tariff in Gas Services Division. Perform technical, statistical and research work related to the regulation of naturnaturalal gas utilities in the Division. *Handle confidential information in a discreet manner. Communicate verbally and in writing with gas utilities around the State of Texas to enforce compliance of the rates charges. *Analyze incoming tariffs for compliance to statutory and regulatory requirements approved by the Commission and Legislature. *Respond to complaints and inquiries received from the public in an effective and professional manner. Mediate between the complainant and utility company to resolve billing issues, overages, and services provided.*As back up to the Division receptionist, answer the main Gas Services phone line, greet visitors and direct them to the appropriate staff as needed. *Compile and maintain accurate records and legal docket files for the rate case examiners as needed.Design, evaluate, recommend, and approve changes of forms, reports and unload to RRC Website. *Ability to work under pressure and meet deadlines; problem solve; organize and multi task effectively..

Successfully interpret hours and calling plans for MCI's telemarketing sales channels in order to provide call pattern projections and staffing for outsource Third Party Verification. Under minimal direction, review, evaluate, and analyze a variety of complex issues and determine appropriate course of action. Compose, format, finalize, interpret, distribute, research, compile, calculate, analyze, process and maintain data in various forms using a variety of software applications, including spreadsheets and databases. Also, maintain Internal Website MS Sharepoint and Front Page.Able to communicate effectively face to face and over the phone.In addition updated and created monthly Power-point presentations to display monthly key indicators.

Business Reporting Analyst with seventeen years experience successfully working in a Call Center environment,.Experienced at working with deadlines in a high-pressure environment, consistently exceeding performance objectives.Excellent communication and interpersonal- skills; demonstrate ability to work effectively with peers.Assists in the preparation of daily, weekly, monthly administrative reports and ad hoc reports at management request. Document procedures for producing reports.Assist wth call center technology business needs.