Accomplished Customer-Focused Technical Support Professional with more than 15 years of progressive experience providing PC, server, network and enterprise software support to high-profile corporate environments.

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  • Accomplished customer-focused Technical Support Professional with more than 15 years of progressive experience providing PC, server, network, and enterprise software support in high-profile corporate environments.
  • A self-motivated professional who focuses on effective communication to ensure consistently proper operation and maintenance of systems and processes.
  • Known for the ability to lead ‘best practices’ and maintain optimized systems.
  • Experience in technical writing and editing.

TECHNOLOGIES

  • Microsoft Windows
  • Windows Server 2000/2003/2008
  • Microsoft Office Suite
  • Apple OSX
  • Adobe Acrobat and Photoshop
  • Apple Keynote
  • DocuSign online signature platform
  • WordPress CMS platform

EXPERIENCE

DOCUSIGN | Seattle, WA | May 2015 – January 2017

  • Provided telephone and email technical support for the DocuSign online signature platform.
  • Received training equivalent to the DocuSign Certified Administrator certification.
  • Gained SalesForce operational experience including troubleshooting the DocuSign for SalesForce connector.
  • Created internal documents to assist with troubleshooting internal and external use.

WDS | Seattle, WA | November 2014 – December 2015

  • Provided remote technical support to end-users using Android Nexus mobile products (phones/tablets) and Google’s Chromecast video streaming solution.
  • Diagnosed problems, walked customers through programming procedures, explained product features and capabilities.
  • Served as a Subject Matter Expert to the internal support-site update demonstrating the set up and use of the Chromecast device.

FREELANCE | Seattle, WA | July 2010 – November 2014

  • Technical consulting for small art studio.
  • Operating System upgrade and restore for education professionals.
  • Technical editing for software documentation to increase ease-of-use and speed installation and configuration.
  • Prepared documentation for marketing proposals in Keynote. 

 

CITIGROUP | New York, NY | July 2001 – July 2010

Senior Technical Analyst, LAN Operations, 2008 – 2010

  • Oversaw enterprise systems and installation of applications and network connectivity for operations supporting over 100 workstations; assist and lead configuration, implementation, documentation, and maintenance of network infrastructure, Microsoft and Mac operating systems.
  • Provided Tier 1/2/3 hardware/software/connectivity customer support and issue resolution; opened and tracked trouble tickets, provided follow up and acted as point of escalation for advanced issues.
  • Partnered with technical teams to determine IT support priorities and technical roadmaps for projects; developed daily work schedules and ongoing project plans.
  • Optimized and maintained systems, utilized network management applications, ensured server patches were up-to-date and systems were secured.
  • Developed archival standards and practices and managed system backup and restore; documented disaster recovery plan.
  • Collaborated with cross-functional teams to identify and diagnose networking and hardware issues, developed fixes that reduced system downtime and improved functionality.
  • Created and maintained system documentation to ensure system changes are updated.

Security Administrator, 2004 – 2008

  • Performed daily Information Security functions pertaining to computer access control on numerous security software products/processes; planned business continuity and managed compliance frameworks.
  • Processed computer access forms, password resets, security model updates, user account initiations and terminations, monitoring and reviewing access violation and security maintenance reports.
  • Validated security controls, assessed and mitigated risks, maintained security and programs, and managed chain of trusts.
  • Utilized network monitoring systems and implemented/managed Access Control List (ACL) and Role Based Access Control (RBAC).
  • Reviewed audit recommendations and requests, analyzed issues, and initiated recommendations for security compliance and policies and/or alternatives to department management.

Senior Web Analyst, 2003 – 2004

  • Developed and maintained business requirements, functional specifications and test plans for meeting corporate business requirements.
  • Utilized MS Access to analyze changes to systems, maximize efficiency, and ensure proper compliance and review of internal and external web applications.

Internet Registration/Messaging Support, 2001 – 2003

  • Performed account creation, deletion, and troubleshooting of email issues on HP Openmail.
  • Articulated best practices to client groups and corporate management, providing support that led to the successful integration of two separate technology groups.
  • Monitored and modified firewall access for internet browsing and email to and from external addresses using both UNIX vi text editor and proprietary systems.