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Orange, New Jersey PHONE NUMBER AVAILABLE EMAIL AVAILABLEExperienced, detail-oriented professional with a demonstrated history of handling multiple issues at once, performing root cause analysis and providing direct end user solutions that enable business results. Dedicated leader who uses excellent communication and customer service skills to provide real-time, personalized support.SkillsProject Management:oLead the effort to transition all managed owned applications off the Lotus Notes platform over to ServiceNow. This migration helped business units keep track of the status of all packaged software.oMaintained the Windows 10 database and imported almost 1,226 records into it. Also. supported, update and maintain records for business applications.Organizational/Multi-tasking:oWorked on multiple projects while still addressing requests/issues for users.Communication:oAlways kept/keep my upper management abreast on project direction.oWork cross-functionally across all businesses to provide consultative assistance on security related issues.Time Management:oHandled escalated calls/requests appropriately in a timely fashion.oAccomplished submission of 300 requests per year.Problem-Solving:oAssisted patrons/guests/clients with various issues, resulting in customer satisfaction.oPartnered with peers to respond to mailbox inquiries from distribution and customers.ExperiencePrudential Financial  Associate, IT InfrastructureHandled 10 plus customer requests per day, with duties including providing users access to their assigned tasks and product resources that they are entitled to access all within a timely fashion.Responsible for testing, certifying and documenting issues for the latest desktop applications for Global Technology enterprise certification for Windows 10.oCreating installation manuals and testing within Prudential environment to make sure for a successful rollout.Provide Tier 3 support for escalated application issues from local helpdesk.Research complicated cases and help the customer with troubleshooting issues to providing more comprehensive service to customers. Also provided further guidelines by opening tickets as needed with the vendor.Managed Windows 10 SAC Native Edge Testing mailbox via Outlook and ensured a response to all inquiries within 48 hours, resulting in the rollout I made sure business units web sites were tested and ready before the Production release date.Worked with a video platform called Mediasite, helped with the efforts of creating and editing videos within Mediasite platform for business units within the company.January 1, 2012  CurrentGateway Group One (contacted by NJPAC)  Lead Security Officer (Part time)Knowledge of physical security best practices and standardProvided client satisfaction in performance, appearance, and demeanor.Completed reports by recording observations, information, and occurrences.The ability to prevent/solve problems as they occurProvide appropriate help to guest as needed.Monitored for irregularities, such as security breaches, and facility and safety hazards.Maintained a log of all activities and incidents occurring during shift.Coordinated and reported to the Site Manager.Trained new officers on procedures and protocols.SORA certified through NJ State Police.February 2016  March 2020EducationBachelor of Science in General Business Corporate College Services Studied a variety of management, business, labor, and marketing courses. Expected to complete degree in 2023.General Science Essex County College Studied science and math courses.Computer Science Rutgers University (Workforce Opportunity Services-WOS) Received certificate in: Application and Software Development. Key Courses: Automated Software Testing, Analysis and Design Information Systems, and Quality Assurance.General Science Weequahic High School Received High School diploma.Volunteer & Community Involvement:Assisted at the USO Center at Newark Liberty International AirportSt. Johns Kitchen: Participated twice a month