Jean-Marie O'Connor (520) 247-1159 (Cell) st.

net

jo130e11c@westpo

Summary Networking/ IT professional looking to expand my career growth in the Informatio n Technology field. My strengths are combining state of the art technical course work and training with my communication skills. My Short Term goal is expand my expertise immediately in my chosen career field. My long term goal is to obtain professional certification in Microsoft Information Systems. Qualifications Advanced Knowledge of Windows Systems/Linux Technical Troubleshooting Advanced Networking Knowledge (LAN/WAN) irectory/Server 2003-2008 Computer Maintenance/Repair acintosh System knowledge Root Cause Analysis/ Escalation Resolution Advanced knowledge of MS Office Suite Financial software knowledge ommunity forum moderator Customer Care/Support e of the President Liaison MCSE/MCDST Training Education Brown Mackie College 2007-2008 Graduated Magna cum Laude (G.P.A 3.97) Professional Experience Intuit, Inc. Tucson, 2005-Present FMS Customer Care Technical Specialist/CUstomer Care analyst Knowledge and technical troubleshooting skills as a Tier 3 Support Agent. Assist ed with complex escalated cases for technical resolution/Customer Winback * Implemented process development for Tier 2 Agent development * Resolved complex cases/submitted product improvement requests to Product Devel opment * Created training material for New hire training classes pertaining to Networki ng/Linux/QuickBooks * Created knowledgebase article content as a resource for our global partners * Drove implementation of modifying processes to reduce customer escalations by 50 % * Drove implementation of creating processes for Customer Winback/Retention by 5 0% * Implemented Process Improvement for High Profile cases that were documented fr om leadership/BBB/AG * Partnered with Product Management, Product Development and Product Supportabil ity to improve function and capability with internal/external user processes and applications. Pima Heart Associates Tucson, AZ 2004-2005 Medical Assistant Performed a series of technical and medical diagnostics for cardiac patients * Administered computerized Heart monitors in 24 hour or 30 Day increments * Maintained cardiac monitor reports database for patient care * Assisted Physicians with back office patient care Tucson, AZ Desktop Active D M

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Tucson Medical Center Tucson, AZ Medical Assistant Performed clerical duties and maintained patient records database. Also assisted nurses with computerized fetal monitoring. * Coordinated scheduling of Obstetrical patients for progression of pregnancy * Administrative/Clerical functions and maintained automated hospital records * Assisted Nurses/Doctors with patient care and high risk/low risk obstetrical p atients Afni, Inc. Tucson, AZ * Mobile Web Technical Consultant 2002-2003 Intuit, Inc. Tucson, AZ Sales & Support Representative (Rehire) 1997-2002 * Sales & Support Representative