Resume

Experience
12/06 - current SunGard Availability Services Pittsburgh, PA
Operations Technician
Providing Tier 1 and 2 support and remote hands for businesses whos servers are located in our datacenter

Working with the IOC, assist as required in performing hardware and software related changes or problem fixes requested by the customer

Creating and responding to trouble tickets.

Responding to alarms and escalating issues quickly and efficiently in order to solve problems
12/05 12/06 SunGard Availability Services Pittsburgh, PA
Facility Access Control Technician
Providing Tier 1 and 2 support and remote hands for businesses whos servers are located in our datacenter
Monitoring customer applications and operational architecture through a Network Operating Center (NOC) environment
Responding to alarms and escalating issues quickly and efficiently in order to solve problems

9/05 12/05 Pharmacare Pittsburgh, PA
Customer Service Representative
Answering calls
Ordering Refills for customers
Inserting Prior Authorizations for medication

4/04 12/05 Family House Pittsburgh PA
Housing Coordinator
Answering phones
Data Entry
Assigning rooms

8/04 5/05 La Roche College Pittsburgh, PA
Lab Assistant
Troubleshooting for students and faculty
Printer operations and upkeep
Monitoring lab activities

5/04 8/04 Make-A-Wish Pittsburgh, PA
Information Technology Intern
Database Work in Access
Troubleshooting and assisting employees with computer problems and questions
Software installation and updates

Education
8/01 5/05 La Roche College Pittsburgh, PA
Bachelors of Science in Information Technology
Minor in Communications

Knowledge and Skills
Windows 95/98/NT/2000, Microsoft Excel/Word/Outlook/Access/PowerPoint/Front Page/Exchange, Java, C, HTML, Adobe Acrobat, Jasc Photoshop, Unix, Linux, customer service, Lotus Notes