Troubleshooting proficiency                      

Exceptional telephone etiquette               

Technical knowledge                           

Windows XP Operating Systems

Windows XP, 7, 8

Microsoft Office expert                               

Accomplished with mobile devices           

Active Directory

LAN/WAN                                                  

Remote install Drivers

Device Manager

VPN access

Printer Support

PC Security system

Card Link                                                        

Radia Web server

ADP Self Service

Tandem, AS400 Experience level expert

Patient

System Upgrades

 

Education

Bachelor of Science- International Business, current

University of Phoenix – Plano, TX

 

Associate of Science – Law, 1999

John Jay College – Bronx NY

 

Professional Experience

System Support Administrator  July 2012 to Current

 

CardTronics – Frisco, TX

·   Lead and manage a group of Command Center Customer Service Representatives to consistently achieve stated uptime goals for ATM's in each manager's assigned group.

·   Understand and communicate complex and technical information clearly and concisely, adjusting language and terminology to the needs of the customer, internal and external, in a professional manner.

·   Perform real-time, active monitoring of VCOM terminal VIA software.

·   Diagnose and resolve technical and non-technical issues associated with a range of ATMs located throughout the United States.

·   Explain features and benefits of CardTronics products and warranty service and make recommendations based on customer needs.

·   HP Radia Webserver - application packing and deploy, security patches distributing to clients. OS deployment.

·   Act as a liaison between Technical Support and other CardTronics personnel to help resolve escalated customer issues.

·   Handle incoming calls from field service technicians, couriers, and merchants (NCR ATM’s) and provide technical assistance including hardware and software support.

·   Use of Windows 7 to Maintain, reset and log accurate employee security passwords changes, and related records, customer records, and process service tickets. Analyze current procedures to effectively introduce process improvements when necessary.

·   Windows XP allow us to Support a growing number of ATM products by continuously demonstrating proficiency in product knowledge and call handling skills.

·   Sent tickets to appropriate departments utilizing ticket tracking system serve as BCP backup CSR for the main command Center in the event of Houston facility closure.

CSR Rep. November 2011 to July 2012

 

Samsung- Frisco, TX

·   Worked Special projects setting up and monitoring accounts regarding paper with major corporations.

·   Oversee operational in deportment of restored equipment from the Device support center throughout the North Texas, Arkansas and Oklahoma areas.

·   As assistant, manage responsibilities including planning, directing and helping to manager all aspects of sales, and marketing of wireless products.

·   Troubleshooting customer Android tables and cellphones, with connection to PC, TV and printers.

·   Determining issues whether hardware is needed to be adding a device, resetting or power failing cells and tablets, then re-establishing connections.     

·   Working with Samsung Android providing access to customer to Watch Mobile TV and sports right on your 4G phone or tablet/

IT Analyst    February 2006 to November 2011

 

ABSG-Frisco, TX

·   Monitored mainframes & system backups for ACH transactions files and troubleshoot problems maintaining 100% uptime on the system

·   Maintained and strengthened help desk procedures and documentation for Audits/Inspection to ensure compliance to company security protocols.

·   Managed and worked within the internal IT departments to develop solutions to simplify operational and proved back office processes to include CSU, PERCS<FM Dupes review

·  Provide technical support to customers via telephone, email and through tickets Researched issues on various computer systems and databases to resolve complaints and answer inquiries.

·   Analyze and troubleshoot software and hardware issues

·   Create help desk documentation with step by step instructions on problem resolving techniques

IT Help Desk operationAugust 1989 to January 2006

  EDS- Plano, TX

·   Implementing IPL backups to the system while performing system upgrades on the AS400/UNIX and Tandem system.

·   Independently manage time and priorities to accomplish both projects and daily work

·   Built and maintained successful relationships with service providers, dealers and consumers.

·   Supported customers having data connectivity issues.

·   Trained new employees and explained protocols clearly and efficiently.

·   Researched issues on various computer systems and databases to resolve complaints and answer inquires.

·  Built and maintained successful relationships with service providers, dealers and consumers.

·  Partnered with Tier II and Tier III help desk peers based in the US, India and Brazil to resolve complex problems that required escalation. Provided detailed descriptions of issues in trouble ticket system and followed up diligently to ensure swift resolutions.

·  Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues. Excel in asking probing questions and researching, analyzing and rectifying problems.