Michelle Bilello

Provide remote support for Estee Lauders Brand retail store.

HP Pos systems including all peripherals, oracle Xstore, V-20 implementation and support

instore network management, printers, voice.

Manage Active Director, Office 365 and SSO multiple application.

Train new employees and current employee.

Support multiple such as PMM, Xadmin, Relate.

Support Retail Next, Intralogic AND Meraki Camera Systems.

End to end user support working directly with store employees.

• Supports the Service & Product Manager across several technical domains
• Ensures workflows, processes, tooling, and applications are of the highest quality standard
• Serves as the 1st point of contact for users seeking technical assistance over Voice, Web or Chat channels
• Performs remote troubleshooting through diagnostic techniques and pertinent questions
• Determines the best solution in KB based on the issue & details provided by customers
• Direct unresolved issue to the next level of support personnel
• Provides acute information on IT products and services and encourage Self-service
• Passes on any feedback or suggestions by users to the appropriate internal team
• Identifies and suggest possible improvements on procedures

• Remote support for Estee Lauder Brands, NCR POS systems, Xstore, Oracle, SQLPlus workstations, MySQL, servers, printers, Active Directory, LogMeIn, OWA, polling stores for End of Day processing, manual file transfers, FTP, Remote software, RDP, Lync, Skype, Teams
• Network connectivity and drive mapping
• All work done remotely
• Traveled throughout US and Canada setting up store POS, network equipment and peripherals for new stores setup or temp\perm, perm\temp moves
• Training new employees
• Setting up new employees in PMM and Active Directory
• Creating Drives for POS systems and PC's
• Middleware, Workforce and Task Manager Admin
• Citrix and SharePoint applications and Meraki switches
• MAC OS support including iPhone and iPad
• High Queue volume answering calls
• Meraki layer 2 switches and WiFi Access Points
• Windows Server 2012

• Remote and onsite support for financial company
• Windows 7, Microsoft Office, Active Directory, Microsoft Exchange, Numara, LogMeIn, Footprints, MRI
• IPhone, IPad and Blackberry support
• Setup workstations, reimaging via Ghost
• Administrative duties

• Support for Stand-Up MRI user-end support
• Implementation of workstations and other peripherals
• Phone and Remote access support
• Microsoft Office, Active Directory, Microsoft Exchange
• User accounts and email set-up
• Build Reimage and setup workstations for various sites
• Hardware and Software maintenance
• Administrative duties

• Technical Support Agent for Optimum Online, Optimum Voice and IO TV, assisted customers with e-mail clients; Microsoft Outlook, Outlook Express, Mac Mail, Thunderbird, Eudora for setup and troubleshooting issues
• Assisted customers via telephone to troubleshoot online connectivity, software issues, hardware issues, such as modems, routers and computer issues

• Handling large cash transactions and reconciliations tasks
• Deposits, and withdrawals for Bank customers via Bank Database
• Provided account status data whenever required

• Hairstylist proficient in all areas of Hair Care
• Marketing for Salon, Inventory, Accounts receivable and payable
• Employee management hiring, firing and discipline
• Excellent management skills