Summary
Overview
Work History
Education
Skills
SALARY REQUIREMENT
Timeline
Generic

Elseta Beckford

The Bronx,NY

Summary

Knowledgeable Support professional with experience providing customer satisfaction. Interface with client handling inquires regarding system configuration and operating systems. Supervised 21 personnel Helpdesk Analysts to provide, customer support for a 24/7 Global Telecommunication support.

Professional with solid expertise ready for this consulting role. Skilled in problem-solving, client communication, and technical support. Known for strong collaboration, adaptability, and delivering results. Adept at navigating complex issues to provide effective solutions. Dependable team player with focus on continuous improvement and customer satisfaction.

Overview

33
33
years of professional experience

Work History

SUPPORT CONSULTANT

CFS
01.2014 - Current
  • Responsible for supervising a team of Support personnel providing customer service
  • Meets the Company's standard for QC measurements.
  • Trains Technicians on test equipment usage and troubleshooting techniques.
  • Manages schedule coordination with NOC and ensures the proper completion of all scheduled or on-demandservice or maintenance work by coordinating and mentoring team on company business practical methods.
  • Ensures system compliance and regulations and Company's minimum operating specifications including day-to-day procedures associated with compliance as it relates to Support.
  • Develops staff training quality measurement guidelines and minimum requirements.
  • Supports and motivates technicians training by continually monitoring progress and training schedules. In conjunction with Manager, performs and conducts annual, bi-annual reviews along with providing an ongoing open communications with team to include coaching, mentoring, and career development on a daily, weekly and monthly basis.

HELP DESK ANALYST

Fried Frank, LLP
11.2011 - 10.2013
  • Handle various issues from the Level 1 and Level 2 technical support and guidance to user of Firm Computer.
  • Help user with Interwoven Worksite Document Management System, Innova (Softwise), Delta View, Symantec pcAnywhere, Citrix
  • Create Active Directory Account.
  • Create Microsoft Exchange Account.
  • Interface with other levels of support, such as Network Operation Center and IT services

HELP DESK ANALYST

Greenberg Traurig, LLP
04.2005 - 01.2011
  • Handle various issues from the Level 1 and Level 2 technical support and guidance to user of Firm Computer.
  • Help user with Interwoven Mailsite Document Management System, Innova (Softwise), Delta View, Dameware, Citrix
  • Document policies that relate directly to the Help Desk.
  • Oversee special projects related of the Help Desk.
  • Produce activity reports for call statistics.
  • Interface with other levels of support, such as Network Operation Center and IT services.

HELP DESK SUPERVISOR

Ixnet/Global Crossing
11.1999 - 04.2005
  • Supervise the Help Desk staff of twenty analysts, and all day-to-day operations of the solution center.
  • Handle various issues from the Level 1 and Level 2 Analyst for IP and voice circuits.
  • Determine the role and responsibilities of staff members.
  • IT Cost and Scheduling / Document policies that relate directly to the Help Desk.
  • Oversee special projects related of the Help Desk.
  • Resolve any employee issues that might be affecting the Help Desk.
  • Responsible for all scheduling, interviewing, hiring and firing.
  • Produce activity reports for call statistics.
  • Interface with other levels of support, such as Network Operation Center and IT services.

QUALITY ASSURANCE ENGINEER

Inventure International
08.1997 - 10.1999
  • Design and Implement test plan. Analyze results and measure software readiness.
  • Assists in defining and implementing software quality processes.
  • Act as liaison with development team to ensure the timely delivery of quality software product line.
  • Maintain quality assurance and processes, designing and implementing test automation with QA Partner and RSL scripting, participating in user quality control testing.
  • Utilize Windows NT, UNIX (Sun Solaris) & Windows 95 platform for testing of product lines (FENIX for FX Option trading & RANGER for stock and market analysis).
  • Develop software-utilizing MSExcel enabling clients to view data from any database.

DATABASE ADMINISTRATOR/TECHNICAL SUPPORT

Saks Fifth Avenue
09.1996 - 02.1997
  • Designed and implemented major distribution systems.
  • Provided vendor with information regarding the activities in transportation of goods within the U.S. Developed a database system in Approach on Window 3.11 platform to provide information to traffic managers on making decisions for the most economical means of transporting goods.
  • Developed bid comparison and Analysis utilizing Word 6.0, Access 6.0, Excel & PowerPoint.

ELECTRICAL ENGINEER ASSISTANT

State of California Dept of Transportation, New Technology
01.1993 - 05.1995
  • Performed Macintosh technical support for network configuration, software installation & backup. Database development and trouble-shooting.
  • Performed computer operations, maintained Novell Netware 3.1.
  • Managed eight multimillion-dollar research projects. Reviewed C algorithms for lateral and longitudinal control of vehicles for an automated highway.
  • Managed Standard Interagency research agreement, demonstration projects, and contracts for the advancement of an Automated Highway Systems.
  • Participated in public presentation for Caltrans new technology program.
  • Developed project management program for timely submittal of quarterly progress reports, based on analysis or existing Reports.

DATABASE ADMINISTRATOR

State of California Department of Transportation, Division of Personnel
03.1992 - 01.1993
  • Maintained database utilizing Access, of various personnel information.
  • Developed the State of California Employment Opportunities brochure.
  • Assisted in the preparation and implementation of the Caltrans Student Loan Program.

Education

Bachelor of Science - Electrical Engineering

Northwestern Polytechnic University

Skills

  • Hardware: IBM PC, Apple Macintosh, Sun Microsystems, Novell Netware, Windows 7, and NT
  • Operating System: UNIX(C Shell), SCO UNIX (Korn Shell), Windows 365, Macintosh /OS
  • Software: Word , Excel , Access, PowerPoint, MS Office 365, MS Exchange
  • Language: C, Ansi C, Q Basic, Pascal, COBOL, Fortran, Basic Object Oriented Design and Programming, Unix (Sun Solaris), Shell Programming Unix Utilities, Writing JAVA Applets, HTML

SALARY REQUIREMENT

Flexible/Negotiable

Timeline

SUPPORT CONSULTANT

CFS
01.2014 - Current

HELP DESK ANALYST

Fried Frank, LLP
11.2011 - 10.2013

HELP DESK ANALYST

Greenberg Traurig, LLP
04.2005 - 01.2011

HELP DESK SUPERVISOR

Ixnet/Global Crossing
11.1999 - 04.2005

QUALITY ASSURANCE ENGINEER

Inventure International
08.1997 - 10.1999

DATABASE ADMINISTRATOR/TECHNICAL SUPPORT

Saks Fifth Avenue
09.1996 - 02.1997

ELECTRICAL ENGINEER ASSISTANT

State of California Dept of Transportation, New Technology
01.1993 - 05.1995

DATABASE ADMINISTRATOR

State of California Department of Transportation, Division of Personnel
03.1992 - 01.1993

Bachelor of Science - Electrical Engineering

Northwestern Polytechnic University

Similar Profiles

CREATE PROFILE
Elseta Beckford