Experience

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  Catholic health east

  Jun 2004 - Jul 2006

  Customer support specialist information technology shared services

  Catholic Health East Conshohocken, PACustomer Support Specialist Information Technology Shared ServicesHelpdesk 100% telephone support troubleshooting applications Meditech Magic, Meditech Client Server, Siemans Unity, Invison, Net Access, Pharmacy, Citrix, Misys lab MS Office, Exchange, Outlook utilizing tools Active directory, remote access Go Assist password resets printer and print que issues on OS NT Windows 95,98,2000 ,2003 and XP Professional..Excellent Customer Service skills, communication, listening writing skills, very organized, works well under pressure and handle complex situations.Entering all customer issues into call tracking system HEAT and have experience in Remedy.Take ownership and follow up with end users until resolution.Prioritize most urgent issues first. Show less

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  Mobility national dispatch center

  Aug 2006 - now

  Network force load analyst

  Responsibilities include directing available work force daily workforce to achieve service level agreements, metrics, and to manage cost effective methods to save the company money.

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  At&t

  Aug 2006 - now

  Network Force Load Balance Analyst for North and South Florida, directs available workforce in specific work activities to achieve service level requirements.Also a key point of contact to coordinate with other departments to meet service commitments and manage escalations. I also ensure that screening, testing, dispatching, and closing of customer trouble reports, service orders, and routine work is handled appropriately; and performs functions related to analysis and forecasting.  First point of contact for customer issues and troubleshooting.. Monitor NORTEL GSM, TDMA switches, certified in E911 only monitor SONUS, SGSN, and Any path Voicemail. Through Big Brother VOIP, SS7 Signaling links, Andrews and True positions equipment.Utilizing Net cool alarm system and Remedy for documentation and escalating outages and unresolved issues.

  • Network Force Load Balance Analyst

    Oct 2006 - now

  • Network Force Load Manager

    Aug 2006 - now

  • Cingular Wireless NE NOC

    Aug 2006 - Sept 2007