JANE HARRISON

300 West Gate Drive San Jose, CA 98015

H: 925.555.1221
C : 925.444.1321

[email protected]
linkedin.com/in/janeharrison

S ENIOR H ELP D ESK / T ECHNICAL S U PPORT P ROFESSIONA L

Over 10 years of success supporting over 35,000 users globally
at Credit Suisse, SEI Investments and Dow Jones

Accomplished Senior Help Desk professional with 10+ years experience in Computer Operations, Technical and Help Desk
support.

8 years of progressive computer/network operations experience in large global data centers with mixed computing
environment including Unix, Linux, Windows 2X and interconnected mainframe.

7 years providing Help Desk support to tens of thousands of users worldwide, earning a solid reputation for productivity,
complex problem resolution and professionalism.

Excellent communication and diagnostic skills, consistently solve problems and rarely escalate issues.

Proactive self-starter known to initiate process and system improvements to increase system stability and staff
productivity.

TECHNOLOGIES
Windows 9x/2X
Red Hat Linux
MVS/ESA
HP-UNIX
OS/390

MS Office 2X
TCP/IP
HP Openview
CISCO Routers
IBM/AIX 4.1

TSO
Netview
VTAM
JES2
SharePoint

FTP/ NDM
Remedy
DPU/MacAfee
SMS
MS Exchange

BMC Patrol
Active Directory
Command Post
Citrix
VPN/Securid

Very customer focused, Jane is our go-to person for complex issues. She goes out of her way to respond to reported
problems and ensure a quick resolution. Her positive attitude makes her a pleasure to work with.
Infrastructure Manager, Credit Suisse

Professional Experience
HELP DESK TECHNICIAN / ADVISOR
CREDIT SUISSE PRINCETON, NJ

DEC 2000 PRESENT

One of the world's largest securities firms in terms of financial resources.

Provided first-level technical support for global IT infrastructure supporting 35,000+ employees throughout the U.S. and
overseas. Troubleshot hardware, software and connectivity issues for a mixed Unix, Linux, Windows and mainframe
environment. Additionally supported Expense Processing and E-Procurement, voicemail, telephone and PBX systems.
Challenged to provide timely resolutions to support mission-critical application users.

Achieved highest levels of productivity, handled over 1,000 calls per week averaging 200+ calls daily.

Noted for achieving the highest level of first-call resolution.

Earned solid reputation for resolving complex issues and providing exceptional customer service.

Promoted to assume additional responsibilities as Technical Advisor providing guidance to Help Desk staff.

Assisted users with policies and procedures for PDA and mobile computing.

Provided special assistance to support remote access in adherence to company standards.

Escalated issues as needed and maintained communication with customer and Technical teams. Extensively utilized
Remedy to record and track issues.

Independently designed new staffing schedule to improve nighttime coverage and reduce cost of overtime.

JANE HARRISON

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SEI INVESTMENTS WAYNE, PA

JUN 1997 JUL 2000

Leading global provider of asset management and investment technology solutions processing almost $50 trillion of
investment transactions annually through its 21 offices in 10 countries.

SYSTEM OPERATIONS JAN 1999 JUL 2000

Promoted to support worldwide system and network infrastructure consisting of 20 Windows NT servers and 6 Unix servers
interconnected with mainframe through Cisco routers. Investigated and resolved performance issues demonstrating strong
diagnostic skills across multiple platforms.

Proactively identified potential areas for wide system outage and initiated analysis and resolution.

Independently resolved recurrent system lockup issue through diligent research.

Monitored all master hardware and performance consoles. Resolved issues with DPU Gateway,
Hubs/Routers/Circuits, AS/400 and Support Center Voice Response Unit. Maintained critical data feeds.

Coordinated and implemented Change Control in collaboration with technical teams.

Optimized systems performance and spool utilization. Responded to system hardware/software error messages,
storage and hardware configuration problems.

SUPPORT CENTER ANALYST JUN 1997 JAN 1999

First point of contact for user community of 2,000 plus an additional 1,500 users representing 40 of the nations leading banks.

Played key role in reengineering Support Center to improve responsiveness and customer satisfaction. Established
best practices in Server and Network support and trained technical staff.

Authored Service Level Agreement for internal/external customers for user/security administration.

Initiated Shift Turnover report to continue customer communications for unresolved issues.

Selected to create new procedures to improve department productivity and train new team members

Solely responsible for Windows 2000 Server and mainframe-based user security. Added new users and provided
access to databases and system functions. Setup and supported connected peripherals.

Supported clients during 24-48 hour Disaster Recovery tests assisting with migration to DR site.

DOW JONES AND COMPANY PRINCETON, NJ

AUG 1990 JUN 1997

Leading publisher of the world's most vital business and financial news and information.
Successive career progression through computer and network operations into Help Desk support:
Computer Operator 1990 1991
Network Operations 1991 1992
Senior Network Operator 1992 1994
Help Desk Specialist 1994 1995

LEAD HELP DESK SPECIALIST 1995 1997

First level support for 40-server Unix-based system interconnected with mainframe supporting 13,000 global users.

Problem-solved issues with PC clients, Server hardware/software, mainframe and Dow Jones online products.
Provided first level administration of Unix based email systems.

Launched user feedback survey based on input from Help Desk Institute to gauge customer satisfaction and support
Continuous Improvement.

Consistently recognized for Superior Performance and featured in Dow Jones newsletter.

Education & Credentials

Harris County Community College Harris, NJ Network Administration
LANOPS Bensalem, PA Windows Workstation and Server, Networking
COMPUTEACH Yardley, PA MCSA 2000 certification course
Villanova University 2003
Intensive training in Database Fundamentals, Financial Planning, Software Engineering, Client/Server