Summary
Business Analyst / Call Center Specialist with comprehensive analytical and problem solving skills. Expert in training and supporting new and existing clients in utilizing company proprietary systems and industry standards, troubleshooting complex technical issues and providing superior customer support. Possess excellent follow-up, organizational, communications and interpersonal skills.
Fluent in Portuguese and Spanish.
Work Experience
RIDER UNIVERSITY - Lawrenceville NJ March, 2009 - Present Student Support Specialist
Primary point of contact for over three hundred students enrolled in Laptop Program. Provides technical support for over five thousand students and over twelve hundred employees, both faculty and staff at the HelpDesk. Supervises a team of eight student-workers. Creates and maintains all related documentation.
· Creates and Sysprep reference machines for imaging, coordinates the testing and validations of images with vendor, and approves final technical specifications and release of image for production.
· Acts as a liaison between Rider University and vendors. Coordinates and communicates technical requirements for Laptop Program with Apple and Dell. Makes technical and business recommendations for the development and maintenance of the Laptop Program.
· Creates and revises all documentation, updating obsolete information and making corrections as needed.
· Acts as technical adviser for parents and students, providing information and solutions to their specific needs. Contacts vendors in the behalf of student or parent to resolve any conflicts or issues.
· Servers as a representative for the Office of Information technology for all University Open Houses.
· Creates, prepares and presents training modules during Orientations for several hundred students.
· Hires, trains and supervises student-managers in the RiderNet Manager program.
MERCK & CO - Whitehouse Station NJ
September, 2000 - November, 2008
Business Unit Support Analyst
Provided day to day first line desktop support to users on a Windows NT & Windows XP environment with over 400 software applications and products while achieving 100% positive customer feed-back.
· Resolved connectivity issues for remote (VPN) access.
· Resolved network connectivity issues, account locks and password resets.
· Performed “Hands-on” (deskside) duties for a variety of applications.
· Used tools like Active Directory, Quest Active Roles and NetMeeting.
· Collaborated closely with second line support groups to ensure that issues are resolved quickly and efficiently.
· Created, tracked and performed CRM ticket escalation when necessary.
· Participated in the development and maintenance of Standard Operating Procedures (SOPs).
· Interacted with customers for problem resolution, training and projects.
· Led and managed team meetings, compiled minutes and distributed accordingly.
· Conceptualized, developed and implemented a "Conflict Management Module" for over to 60 employees and managers.
· Served as a mentor and source of information for fellow analysts, personally training and over viewing their progress.
· As a product specialist for several applications, created and presented training materials for the team and followed up with communications and updates addressing individual issues as they occurred.
· Researched, developed and implemented a new work schedule that allowed for more flexibility, employee satisfaction and better support while reducing costs.
eTRIALS -
February, 1997 - September, 2000
Senior Systems Analyst/Network Support
Designed and developed CRF (case report forms) based software for EDC (electronic data capture) to be used on clinical trials for new drug development.
· Trained and supported clients in the use of various proprietary applications.
· Visited physician's sites to ensure correct use of applications and monitored data collection.
· Acted as a level two Customer Support analyst on a
· Identified, researched, and resolved technical problems. Responded to telephone calls, email and personnel requests for technical support while tracking and monitoring issues to insure a timely resolution.
· Performed QA testing and deployment and wrote Standard Organizational Procedures (SOPs).
· Oversaw all aspects of daily network routine and maintenance, including system problems, account creation, back-ups, password resets, and upgrades of both software and hardware, data migrations, McAfee virus protection and security.
Education
DeVry Institute - North Brunswick -
AAS - Computer Information System
GPA: 3.97/4.0
Dean's List, English Honor Student and Phi Theta Kappa International Honor Society. Recipient of the Excellence in English Award and the Services Award
Gama Filho University - Rio de Janeiro - Brazil
Communications, Advertising, Public Relations and Journalism
