Executive Summary:Highly energetic, positive and reliable IT professional looking for an opportunity to prove herself in a challenging and fast-paced environment.
Work Experience:Helpdesk and IT Support
Speciality:Windows XP, Lotus Notes Client 6.5, Microsoft office 2003 including Visio, Cisco VPN Client 4.8, Windows Server 2003, Active Directory
Detailed Resume: IT Helpdesk Lead 8/07 - 3/08
Service Delivery Division
IT Helpdesk Lead of 9 Helpdesk members.
The Helpdesk delivered the services by phone call, e-mail and service desks.
1700 clients and 2100 notebook PCs. 600-700 incidents per week. Report to the customer every week. Technology: Windows XP, Lotus Notes Client 6.5, Microsoft office 2003 including Visio, Cisco VPN Client 4.8, Windows Server 2003, Active Directory Customers: PwC Aarata, Japan Microsoft Corporation Technical Support Manager 5/06-6/07 GTSC EBA Messaging Support Engineering
Technical Support Manager of 14 Engineers handling Exchange Server and Outlook, via phone and email.
FY07 QoS Target : Premier 62% for Achieved 65% for Exceeded, Professional 54% for Achieved 57% for Exceeded. Currently MSE Score Premier is 63.7% and Professional is 63.2%. Attending Exchange Virtual Meeting in Japan biweekly. Analyzing and creating monthly reports. Technology: Windows Server 2003, Exchange Server 2000/2003/2007, Outlook 2000/2002/2003/2007 Customers: Premier and Professional Customers of Microsoft Corporation Japan Third Party (JTP) Technical Support Manager 8/04-4/06 Technical Support Manager of 28 Engineers handling 24x7 Level 1 and Level 2 support for Sun Microsystems Solutions, via phone and email.
Individually delivering case management and smoothing support process, clearing service level agreements. Analyzing and creating weekly and monthly reports, reporting to Sun Microsystems General Manager, Customer Enabled Service Department in Japan and reporting via email and teleconference to Sun Microsystems Singapore 2 times a week.
Technology: Sun Clusters, SunOne Messaging Server, Sun StorEdge Series, T3 Storage, SunFire Series Servers, Sun Blade Servers, Sun Ultra Series Servers, Sun Java Workstation, VERITAS Volume Manager, VERITAS Net Backup, VERITAS Volume Manager Customers: CTC, Unisys, Toshiba, Fujitsu, NEC, Shinnitetsu Solutions, Sony, IBM, HP, NTT DoCoMo, NTT Communications, NTT Data, KDDI, Vodafone, JP Morgan, Mizuho Bank, Tokyo Mitsubishi Bank Sun Microsystems (contract) Technical Support Engineer 5/03-7/04 Technical Support Engineer in the Sun Microsystems Solution Center, delivering Technical Support of Cobalt Series Servers via phone and email.
Technologies: Cobalt、Cobalt-Linux、Windows2000、Solaris
(Was introduced to Japan Third Party during restructure in Sun Microsystems) EMK Technology (contract) Technical Support 4/02-5/03 Technical Support of internal infrastructure. Trouble shooting via phone and email. Reported result to vendors after problem resolution and was also responsible of return of faulty products.
・ Windows95, Windows2000 upgrades、Norton AntiVirus. In charge of Version Up of Norton AntiVirus.
・ Instructor for users of New Systems, such as SAP R/3, lecturing 200 people.
・ Help Desk for Servers
・ PC Inventory 600 PC, Notes database. Checking Inventory for 600 PC’s, managing NotesDB
・ Making Installation Manuals. DELL (contract) Technical Support 11/00-3/02
Technical Support of OptiPlex products, supporting Enterprise customers via telephone. email and fax. Also responsible for monitoring deliveries to priority customers within 30 days based on support agreements, reporting customer specific requirements and problems to the related departments in Dell.
Customers: Sony, Accenture, Nomura Security
Environment: Windows XP, Windows 2000、Windows NT4.0, Windows 98、Windows 95 Quality Co. Call Center Team Leader 1/00-10/00 Call Center Team Leader in Technology Department. In charge of Technical Support of Network Management Software with 2 team members. Delivering support via phone and email. Measuring and reporting the volume of phone calls and emails and its tendency, and strengthening support week points. Made FAQ for products on company website.
Product: QND Plus
Environment: Windows95、Windows98、Windows2000、WindowsNT4.0、MacOS
Partners: NTT ME, Ohtsuka Shokai, Canon Sales, Cybernet Cognex Technical Support 12/97-11/99 Technical Support and Product Support via phone and mail for the operation of software on image processing board. Testing the proper operation with PC. Operation of managing customer data and shipping packages for the version ups. Managing and Protecting the Networks and Servers within the department.
Partners: Tokyo Seimitsu, Shinkawa, P&G
Environment: WindowsNTServer4.0、WindowsNT4.0Workstation、Checkpoint, Image Processing Software Lucent Corporation Technical Staff 7/96-12/97 Help Desk for senior employees including President. Constructed and maintained the network and protected Remote Access.
Environment: Windows95、Windows98 Koyama Gakuen School Help Desk 1/95-6/96 Help Desk in Planning/Career Development Research Institute. In charge of Help Desk in Tokyo Engineering School.
Environment: Windows3.1、Windows95, Lotus Kyouei Kougyou Manufacturing Help Desk 4/88-5/94 Sales Operations Help Desk. Introduced AutoCAD to the company, and responsible for
constructuring and supporting the customer database.
Environment: MS-DOS Recruit Co. Sales Support 4/86-6/87 Sales Support for Super Computer hourly rental.
Education:Denki Tsushin University
Degrees:BS Industrial Management 1986
Project Wanted:IT Support or Project Management
Project Length:6~ months
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