Marie Ernye

Experience

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  Xerox

  Sept 1990 - Sept 1998

  Xerox -The Document Company Equipment Coordinator Performed a wide range of organizational, planning and administrative functions. Specific duties included scheduling of training classes and counseling employees on the training curriculum. Generated surveys for use by Customer Service Engineers, handled monthly expense accounts, and acted as liaison between CSEs and internal employees. Worked closely with the sales force and external customers to coordinate and schedule moves and removals of Xerox equipment. Scheduled all deliveries and pickups of demo equipment, executed monthly billing to customers, and acted as primary backup for our Scheduler. Interfaced with the carrier on a daily basis and assisted customer care reps with post-install calls. Scheduled deliveries and installs of new Xerox equipment. Acted as point of contact for service, rigger information and equipment upgrade information. Determined the workgroup needs, and performed site checks to confirm space requirements for equipment. Ran monthly journal entries, updated billing system, obtained current pricing and upgrades to all Xerox equipment. Guaranteed customer satisfaction by administering post install survey.; Managed Technical Support Hotline for corporate headquarters, troubleshoot hardware and software issues or scheduled appropriate technician. Maintained Server monitor logs, changed tapes and supported the IDS trainer. Handled System Administrator functions. Maintained electronic mail, ordered supplies, and did check authorizations. Managed asset management database. Supported the groups OSC by assisting with billing, moves and removes. Show less

  • Tech Support Specialist

    Aug 1990 - Sept 1998

  • Technical Support Specialist

    Sept 1990 - Jul 1997
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  A.C. Nielsen

  Sept 1998 - Jul 2000

  Telecommunications Specialist

  ACNielsen.com Responsible for a wide range of technical and organizational duties aimed at providing seamless telecommunication services to several hundred customers at the corporate headquarters level.Helpdesk; Answered calls, resolved problems or dispatch for service. Keep up to date call data reports, and maintain building maps. Set up new hires with phone, voicemail and AT&T calling cards. Handle moves, adds and changes. Troubleshoot problems with cell phones, pagers, office phones, fax machines. Videoconferencing: Worked on global installation of VTC equipment across twenty sites. Tested individual sites, and upgraded all video conferencing technology to 384KB. Work closely with facilities staff to meet the technology needs of Senior Vice Presidents. Maintain and upgrade equipment and phone lines as needed. Set up multipoint conferencing with bridging company to accommodate as many as eight other sites at one time. Created and tested user documentation as well as quick reference guides. Trained users on mobile devices and facilitated in house conferences. PBX;: Managed the installation of a PBX & services (phone, fax, cellular, and pagers) at Westchester County Airport to support the corporate flight staff.Y2K: Researched and documented all Telecom related Y2K exposure. Contacted vendors to obtain and install patches. Ran Cell Phones Program for executives: Manage cell phone usage to deter abuse, kept up to date on latest technology. Oversee rental program for employees. Maintain bills and equipment. Liaison between sales force and employees. Show less

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  Stevenson and Royce Co. Ltd

  Jul 2000 - Dec 2007

  Telecommunications Consultant

  Perform pre sales work on-site at customer locations. Analyze telecom needs; evaluate existing infrastructure, recommended upgrades, enhancements or replacements. Interface to equipment vendors and act as a liaison between customer and vendors. Manage and guide the installation of new system and modules from inception through completion. Troubleshoot implementation problems and adjust plans when necessary to incorporate last minute design changes.Created, managed and staffed helpdesk for implementationEstablish training programs to transitions customers to the new system, Function as technical support though and beyond finalization of the system.Analyze bills and evaluate cost effective solutions. Post-sale, work with the customer organization as they transition to the new system. This includes participating in their interviewing process for telecom positions post mortem and closing out project with vendors..Marie Ernye Show less

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  Pitney Bowes Communications Coordinator

  Dec 2007 - Jul 2008

  Communication Coordinator

  Team lead on the RATECHANGE Communication team Responsible for all Postal RATE CHANGE communications, including email messages, mass mailings, voicemail announcements. Worked with the printing warehouse in Newtown to create timeline and streamline distribution process. Site visit often requiredCreated and implemented automatic web surveyTrained operators at call centers during RATE CHANGE Created documentation of instructions and pictures of Pitney products and uploaded new RATECHANGE site Show less

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  Fairfield University

  Jul 2008 - Mar 2013

  Oversee Help Desk staff and monitor tickets. Managed and collaborated with Help Desk staff on how best to trouble shoot issues. Conflict resolution between technical staff with faculty/staff Maintained a Tier 2 support role for all installations, operations, configurations, customization, and usage of assigned products. Apply diagnostic techniques to identify problems. Perform remote diagnostic with customer's permission Investigate causes and recommend solutions to correct failures. Document problems in the support solution database for diagnostics and solution implementation Liaison between Network group and onsite technicians. Build and manage technical knowledge base Handle special projects as needed. Ie moves Monthly reporting on calls, tickets and resolutions Monthly bi-monthly staff meetings, to insure desk is staffed appropriately. Show less www.fairfield.eduFootprints Administrator - Lead Footprints steering committee. Involved in the build of Help desk tracking software for Aug 2011 rollout. Plan and implement the schedule for each technical project while maintaining effective communications with technicians and customers. Provide troubleshooting of software and hardware for faculty on campus, and consult and liaise with full time technical staff to troubleshoot issues. Manage software licensing for all campus staff and faculty. Responsible for coordination of all campus moves. Work with facilities to coordinate dates, space and specs of moves. This includes electrical, data, phones. Liaison between technical staff and facilities group. Helpdesk Coordinator - Responsible for hiring, training and managing helpdesk personnel performing a wide range of technical duties aimed at providing supreme customer service to hundreds of customer's campus wide. Telephone/email/ and remote diagnostic technical support of hardware, systems, sub-systems and/or applications for customers. Responsible for the all technology in labs and classrooms on campus. Oversee part time labs technicians to insure all rooms are up to date with software and functioning for the faculty.Maintained a Tier 2 support role for all installations, operations, configurations, customization, and usage of assigned products. Apply diagnostic techniques to identify problems.. Show less

  • Helpdesk Administrator

    Apr 2011 - Mar 2013

  • Technical Coordinator

    Jul 2008 - Mar 2011
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  Fairfield University

  Apr 2016 - now

  Director of Support Services

  Plan, organize and manage information support services and programs. Providefirst-line supervision to information support services personnel. Provide overalladministration of the College’s information services resources, including planning,budgeting, programming, technical assistance, purchasing and maintenance.Supervise employee in work activities involved in providing technical assistance/advice toCollege department in the areas of data processing capabilities, needs assessment andhardware/software acquisitions, including instruction, assigning and reviewing work,scheduling projects, evaluating performance, taking and/or effectively recommendingnecessary personnel actions; and, resolving employee complaints.Ensure adequate instruction and problem resolution within user department. Offer “helpdesk”services to users as necessary. Responsible for the overall direction of the helpdesk including hardware, software, and network support for faculty, staff, and students.Director User Services-Help Desk March 2013 -April 2016Responsible for the overall client satisfaction by ensuring prompt, accurate, and courteous call resolution. Supervise helpdesk staff to ensure consistent, efficient support to faculty, staff, and students. Maintain and update the college’s intranet by posting timely, relevant information as well as FAQ’s and troubleshooting guides.Compile reports and statistics related to the helpdesk as requested by the Chief Information Officer.Produce and organize printed and electronic publications. Develop training programs and how-to documents for dissemination to faculty, staff, and students as needed. Advise Peer Directors/administration of recurrent problems or issues with hardware/software and establishes guidelines for resolution.Received Efficiency Award by Business Magazine July 2014. Focused on Cost Control, vendor negotiationsTeam Building. IT Budget Ticketing Systems. Show less