Jean Lambert
Naples,USA
Summary
Analytical, customer-focused IT professional with twelve years of experience working with staff members and end users. Delivers technical expertise in client technologies including desktop and laptop hardware, VOIP, operating systems, and applications. Provides end-user support for PC hardware, software, peripherals, printing, and network issues. Effectively troubleshoots technical issues to ensure an exceptional customer and end-user experience. Articulate communicator who effectively interfaces with both technical and non-technical audiences. Keen ability to manage competing tasks, while performing with a sense of urgency for rapid issue resolution.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Senior IT Field Support Analyst
Marriott Vacation Worldwide Corporation
02.2023 - Current
- The Sr Analyst IT Field Support Analyst works with Information Technology (IT), Corporate, Resort Operations, Contact Centers, and Marketing and Sales to provide daily support and tactical support of site technology projects, department initiatives, and division-wide IT projects
- Responsible for day-to-day support, management & execution of assigned technology projects, and achieving project goals while following IT processes
- Serve as a liaison between IT and the on-site business operations for Corporate, Resort Operations, Contact Centers, and Marketing and Sales teams
- Responsible for managing the daily efforts of supporting and installing computer and printing endpoints, end-user business technology applications, and miscellaneous equipment and peripherals for MVW IT customers
- This position has the overall responsibility for ensuring that desktop solutions provided to a user are functioning correctly at their installed point
- Required to work closely with all business management teams while developing and maintaining effective relationships
- This position works within established SLAs with IT
- Provide direction and guidance to customers regarding their current and future computing resources and service needs
- Responsible for identifying, resolving, and documenting software and hardware failures reported by MVW users or the IT Service Desk
- Act as liaison/consultant to corporate offices, contact centers, resort, and sales galleries with regards to 3rd party vendors (Point of Sale, Property Management Systems, Guest Wi-Fi, Security and Key Systems, EMS, Boarding Pass kiosks, Reader boards/Displays) for projects and support
- Responsible for leading installation resource teams for Field Services, Network Engineering, Voice Engineering, and Site Deployment infrastructure-related projects ranging in complexity to ensure activities are completed within budget and on schedule
- Responsible for financial aspects covering multiple areas to include projects, departmental, site inquiries regarding providing estimates for projects, budget tracking, and managing expectations of those estimates
- Responsible for the business areas assigned (Corporate, Resort, Contact Center, Marketing, and Sales) and may be required to assist with other assignments or business areas as needed
- Accountability for all hardware, software, and communications support for an assigned area
- Coordinate technology installations, troubleshooting, and technology maintenance efforts with various technology vendors
- Provides leadership in daily support needs
- Provides 2nd level support and establishes/participates in coverage for support of systems
- Has working knowledge of the technology equipment and processes
Senior Business Systems Analyst
System Tec (Novant)
05.2022 - 09.2022
- Rolled out Genesys (Contact Center Solutions Platform) throughout Novant
- Scheduled meetings with the call center managers to gather information 'build' on IVR systems, call flow, call routing etc
- Trained everyone on how to use the system the day before porting
- Added user accounts in the Genesys cloud system
- Created automated voice systems for example press 1 if you want pharmacy, press 2 etc.…
- Troubleshot and resolved any issues like headset, latency etc.…
- Provided accurate and detailed report regarding the status of each clinic to management
Senior Telephony Analyst
Gohealth
10.2020 - 03.2022
- Provide technical support of the Sales Contact Center VCC, including, but not limited to Five9
- Provides technical support for all contact center systems and technical tools, including, but not limited to the use of the Jira ticket management system
- Ensures SLAs are met or exceeded for projects and support issues
- Conducts technical analysis and testing in support of GoHealth’s contact center systems enhancements (software and hardware)
- Works as the VCC support analyst with Contact Center systems and users
- Identifies and learns appropriate software and hardware used and supported by the organization
- Performs hands-on fixes at the desktop or application level including installing and upgrading software, installing hardware, implementing appropriate data storage, and configuring contact center systems and applications
- Works with IT staff to implement system enhancements and bug fixes
- Available by cell phone to assist in coordination of system outages – 24 hours a day / 7 days a week
- Participates in the 24/7 Contact Center on call process (rotating schedule)
Senior Telephony Administrator (Contract)
Allstate (TEKsystems)
06.2019 - 07.2020
- Installed, removed, and repaired of Avaya softphones software and recommended compatible hardware for the agencies
- Troubleshot, resolved and/or document routine technical problems that prevented the Avaya softphone from installing in the agents’ computers such as network issue, windows compatibility or a corrupt .exe file
- Identified, troubleshot, and resolved basic to complex Avaya\Cisco IP phones and headsets issues
- Interviewed the agency manager to gather information on how to build their agency IVR system
- Developed unattended installation packages utilizing a combination of scripting tools and languages to fully automate application installation and software distribution to both LAN connected and remote clients
Senior Desktop Engineer (Contract)
Insight Global
03.2019 - 06.2019
- PC migration project for Daimler in Fort Mill, SC
- Migrated users from windows 7, 8 to windows 10
- Made sure all user data and applications were transferred
- Imaged laptop and desktops
- Identified, troubleshoot, and resolved basic to complex hardware, software & network issues in a timely fashion
- Ensured prompt and accurate maintenance of inventory related data
Senior IT Systems Analyst
DHL SUPPLY CHAIN
06.2018 - 08.2018
- Compiled technical specifications and updated/enhanced current systems following SDLC and organizational guidelines
- Ensured customer/user specifications are met through the development and delivery of working programs to quality standard
- Performed complex program debugging and system testing
- Trained Clerks, supervisors, and other warehouse employees on how to use WMS application (JDA Red prairie)
- Taught forklifts drivers and supervisors how to use the handheld barcode scanners
- Analyzed, identified, and promptly resolved system problems
- Supported and resolved issues around WMS applications (JDA) and in accordance with Service Level Agreements (SLA’s)
Senior Desktop Administrator
Apex Tool Group
11.2017 - 05.2018
- Supported approximately 60 users including the C-Suite, industrial design center, digital media studio and remote sale users
- Main site Administrator for global corporate headquarters
- Set up board meetings for the executives, troubleshoot and fixed issues in the conference rooms
- Provided outstanding customer service to ATG end-users
- Worked closely with members of the ATG IT Team, site admins, internal clients, and external vendors to deploy IT projects on time and within budget
- Updated and/or maintained windows 2008 Active directory and provided supported as needed
- Supported windows 7, 8.1, and 10 on desktops and laptops
- Maintained Cisco analog and VOIP phone systems for site locations
Senior IT Technician
DOMTAR PAPER COMPANY
05.2012 - 11.2017
- Supported 1,000 onsite and remote users, ensuring consistent operations of computer hardware, software, and network infrastructure including routers, switches, servers, and VOIP telephony
- Researched, responded to, and resolved escalated issues, using Remedy and Easy Vista to log work and promptly close tickets
- Developed and maintained high-quality documentation of relevant specifications, systems, and procedures
- Installed hardware and software, utilizing ActiveSync, Mobile Iron, Citrix Secure Hub on iOS devices, Androids, and Windows phones
- Led efforts in maintaining, troubleshooting, and improving efficiency and systems to support IT management
- Applied best practices and methodologies to ensure proper IT creation, maintenance, and client/end-user satisfaction
- Assisted customers with the configuration of their Avaya VoIP phone service, call routing, voicemail, and extensions
- Troubleshoot network connectivity and helped customers configure their Avaya and Cisco IP phones and devices
- Set up, configured, and troubleshoot Avaya analog phones for conference rooms and executive offices
- Effectively troubleshoot and resolved any end-users Avaya phone issues such as phone didn’t ring when called, echo sound
Education
AAS – Associate in Applied Science - Water Management
Fox Valley Technical College
05.2006
AAS – Associate in Applied Science - Computer Technology Integration
Central Piedmont Community College
05.2013
Skills
- Desktop Support
- Helpdesk / Troubleshooting
- Phone Setup and Configuration
- Training End-Users
- Flexibility
- Microsoft Windows
- Five9
- Windows Server
- Office 365
- Genesys Cloud
- Intune
- Linux & UNIX
- Mac OS
- ASA
- Cisco UCS
- VDI
- CMS Supervisor
- PMS
- POS
- Oracle
- SQL
- Relational Databases
- Active Directory
- Cisco Unity Connection Admin
- Cisco Unified CM
- Avaya Aura CM
- Avaya session manager
- Python
- SCCM
- Adobe Products
- Remedy
- ServiceNow
- VPN
- WebEx
- Perl
- Track-It!
- MacAfee
- WMS JDA Red prairie
- Java JDE
- Citrix
- Wireshark
- IManage
- Jira
- Chrome
- Internet Explorer
- PowerShell
- Azure
- Altiris
- Avaya Onex MDM
- Kubernetes
- Citrix VMware Horizon
- Cherwell
- DHCP
- DNS
- FTP
- TCP/IP
- LDAP
- Telnet
- LAN/WAN
- SSH
- Customer / End-User Support
- Technical Leadership
- System Administration
- Group Policy
- Networking
- Asset Management
- Written/Oral Communication
- Application Packaging
- Teamwork
- Ticketing system
- Remote support
- Customer support
- Asset management
- Wireless networking
- Network configuration
- Multitasking
- Adaptability and flexibility
- Team building
- Project management
Websites
Certification
- MTA – Microsoft Technology Associate
- MCP – Microsoft Certified Professional
- MS900 – Microsoft 365 Fundamentals
Databases
- Oracle
- SQL
- Relational Databases
- Active Directory
- Cisco Unity Connection Admin
- Cisco Unified CM
- Avaya Aura CM
- Avaya session manager
Networking
- DHCP
- DNS
- FTP
- TCP/IP
- LDAP
- Telnet
- LAN/WAN
- SSH
Systems
- Microsoft Windows
- Five9
- Windows Server
- Office 365
- Genesys Cloud
- Intune
- Linux & UNIX
- Mac OS
- ASA
- Cisco UCS
- VDI
- CMS Supervisor
- PMS
- POS
Timeline
Senior IT Field Support Analyst
Marriott Vacation Worldwide Corporation
02.2023 - Current
Senior Business Systems Analyst
System Tec (Novant)
05.2022 - 09.2022
Senior Telephony Analyst
Gohealth
10.2020 - 03.2022
Senior Telephony Administrator (Contract)
Allstate (TEKsystems)
06.2019 - 07.2020
Senior Desktop Engineer (Contract)
Insight Global
03.2019 - 06.2019
Senior IT Systems Analyst
DHL SUPPLY CHAIN
06.2018 - 08.2018
Senior Desktop Administrator
Apex Tool Group
11.2017 - 05.2018
Senior IT Technician
DOMTAR PAPER COMPANY
05.2012 - 11.2017
AAS – Associate in Applied Science - Computer Technology Integration
Central Piedmont Community College
AAS – Associate in Applied Science - Water Management
Fox Valley Technical College
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