career overview qualifications accomplishments jessica claire montgomery street san francisco ca 94105555 4321000 resumesampleexamplecom posses eleven years experience information technology projects involving supporting clients worldwide recognized ability coordinate lead special projects capable handling several tasks simultaneously strong diagnostic problem solving followup skills specialized software technology lotus products crystal reports management information systems mis mapping network drives java active directory multiple remote troubleshooting tools norton pc anywhere ultra vnc net meeting ibm ayudame microsoft office suites 2007 learning management systemslms protocols lanwan tcpip net bios nrpc wap http smtp imap pop3 dns dhcp hardware technology network routers hubs motherboards memory drives including hard drives floppy drives cd roms cddvd writers tape drives zip drives ls120 processors peripherals palm devices including pda phone ce smart devices responsible implementing strategies edvisor database made easier students merge individual development plan idp course track led user acceptance testing team detect bugs broken links led students able better access course track elearning application served liaison reporting weeklymonthly spreadsheetsreports management departmental heads calculating amount time help desk agents spent resolving tickets implemented ways decrease agents time tickets prepared submitted oral written documentations performance call center response time collaborated clients departmental technical staffs quality assurance groups ways lower response time order effective work experience information technology specialist schoolmint dallas tx 2006 072010 serve 1st line trainer team lead administrators ibm global campus university includes elearning saba software live virtual classes expertise reporter professional development tool web survey wizard ibm overall elearning initiative administer assistance help desk agents project managers departmental heads providing tier 3 elearning support via remote technology telephone email instant chat assign ownership duties tasks tickets correct support group liaison reporting weeklymonthly spreadsheetsreports management departmental heads calculating amount time help desk agents spent resolving tickets interact project managers system administrators software testers business analysts provide efficient effective resolutions students classroom instructors completing projects accordance policies procedures ibm provide support edvisor database helping students merge bioing editing administrator enverus colorado springs co 2004 2006 responsible distributing billing 200 plus markets weekly basis totaling 150 million dollars research transaction system data resolve customer merchant disputes enter transaction information via help desk ticket system using client relationship management crm tool research interpret record enter pricing information department spreadsheets also updated prices costs information as400 database run queries importexport data required ensure accurate timely distribution billing statements ad hoc reports merchants perform daily transaction edits prevent duplication eliminate defined errors audit billing fulfillment processes neowork system support analyst interact public safety systems inc city state 2003 2004 primary point contact localstatefederal government public safety agencies southeastern region united states responsible maintaining network mainframe servers police stations fire departments emergency 911 call centers manage trouble tickets tracking coordinating resolutions within time frame education training perform industry liaison bellsouth technicians troubleshooting ali station controller cards plus network printers prepare submit orally written documentations customers departmental technical staff quality assurance group performance call center response time troubleshoot remotely using pcanywhere define problems collect data repair network application plus maintain software application corresponding window 2000 server environment afolication support analyst best software city state 2002 2003 provide solutions clients technical problems regards peachtree accounting software corresponding computer operating environment implement new client databases maintain network operations map network drives migrate data msde ms sql database manage program support team serve primary contact client correspondence resolve accounting billing problems regarding peachtree software applications outline development maintenance departmental goals quality productivity revenue generation update maintain backup repair client enhancement databases data corruption occurs secior system analystshift supervisor mci worldcom city state 111998 2002 monitor troubleshoot mci worldcom corporate accounts develop modify toll free number configurations ensured network traffic mapping prepare presentations regarding product services business salestechnical associates promotional development outlining objectives order improve knowledge quality representatives review sales activity document daily track progress outlined areas require improvement set objectives lead goals corporate sales exceeded 50 commendation mci worldcom received responsible tier 3 resolution customer concerns via telephone email technical certificates networkingsoftware testing ibm global campus university atlanta ga training courses ibm rational software ibm tivoli software products introduction tools testing sap overview sap logistics modules ibm software testing automation framework learning management systems lms marketing business administration mississippi state university 2007 121998