Contact information

Michael M. Naccarat

4611 Nelm Street
Hyderabad – 22102

Career objective

Looking for a challenging position of the Administrative Support in the reputed University with a view to use my wide experience for the benefit of the organization.

Skills

• Possess solid employment history in an ITIL Support environment, troubleshooting and driving technical incidents/problem to resolution status, specifically in NHS Healthcare Solutions. I write and run SQL based (CCL) queries, identify code defects and perform configuration changes
• Proficient at using MS Office, Internet, Macromedia applications, HTML, and Outlook Express
• Ability to lead/manage a team in an IT support environment
• Exceptional verbal and written communicator at all levels
• An exceedingly fast learner
• Excellent organisational skills

Career Achievements

• I achieved a high proficiency rating on the desk by becoming effective after a shorter training period.
• I achieved a 96% resolution rate for dealer calls and 70% for mainframe connectivity and application calls.
• I delivered the Dealer R F S training to the Help Desk staff.

Experience

Sept 2006 – Present

Sr Technical Support Analyst Team Lead Cerner

Paddington,

• Troubleshoot and drive Tier 1 SLA Technical Incidents, at 4th line support level
• Determine build/code defects, gather and investigate log files (system.mlg, crmtimer, MTA, RTL etc), write and execute SQL based ‘CCL’ queries, possess knowledge/experience of Citrix/VPN/Program Neighbourhood connections, and Seibel Call Centre: Navigator.
• Submit up to a minimum of 5 technical solutions per month for publication
• Prepare and deliver Knowledge Transfer sessions internally and externally
• Act as a First Responder Support to in/externally logged incidents
• Hold appraisals for new associates
• Mentor team members, in particular with organisation/department processes
• Welcome and lead organisation/department changes
• Arrange and host/participate in conference calls with clients/associates

Aug 2004 – August 2006

Technical/Software Officer Community Systems

Finchley Central,

• Building and maintaining company’s proprietary software: web YETI
• Providing administrative and technical support to all users of web YETI
• Producing reports for the Senior Management Team, Admin staff, recruiters, Claims Team, using Crystal Reports
• Redesigning the company’s website (applications used: HTML, Dreamweaver MX, Macromedia Flash, Adobe Photoshop) and to report to both the Senior Operations Manager and Managing Director on a monthly basis
• Answering telephone calls, operating the switchboard, taking bookings, and meeting and greeting clients
• Liaising with Job Centre Advisors/Managers on phone and in person

Education

• 1999 – 2003 BSc (Hons) Computing at the University of North

Studied 24 modules overall, including Technology for Learning, Multimedia, Human-Computer Interaction, Networking, and Hypermedia: Principles Design and Implementation

• 1996 – 1998 GNVQ Advanced Business Studies at Hornsey School for Girls

Studied 12 Units, including Market Research, Customer Service, The European Union, Business Law, and Human Resources

• 1995 – 1996 GNVQ Intermediate Business Studies at St Anne’s Catholic High School for Girls

Studied 12 Units, including How Business’ work, Business Planning, and Setting up a Business

References

Floyd P. Olivier
Manager
Wap Company.
Floyd_oliver@gmail.com

Adverstiments