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Joy Gillis

309 Waverly Rd. #19 l North Andover, MA 01001 l (857) 488-9876 ljoygillis@gmail.com

SUMMARY OF QUALIFICATIONS 
Highly skilled technical support specialist with extensive experience troubleshooting and resolving a wide range of PC and remote Desktop problems. Expertise includes hardware, software and network issues. Excellent written, verbal and interpersonal skills utilized in the role of customer service support for a large, fast paced corporation.

PROFESSIONAL EXPERIENCE

Comcast, Chelmsford MA
Senior Engineering Technician
2006-Present
  • Providing second tier support for wide range of customer problems.
  • Reducing financial overhead and minimized customer account loss through continuing improvement to network services by significantly lowering customers’ network downtime.
  • Utilizing Spectrum, Cheetah, Sonet, Ineoquest and PathTrack as network surveillance tools for a converged RF network including high speed Internet, video and VoIP services.
  • Assisting Head end technicians and field operations specialists in troubleshooting failed and degraded High Speed Internet, Digital Telephony and Video Services.
  • Correlating alarms and applied decision techniques to determine their source.
  • Triaging SEM and QAM video encoder issues, Video On Demand equipment, escalating to Head end technicians to repair or replace degraded hardware.
  • Addressing and resolving an average of 50 customer related outages per day.

Varian Semiconductor Equipment Associates, Gloucester MA        
Desktop Support Technician II
2002-2006
  • Deployed new engineering systems for interacting with semiconductor implanters utilizing Microsoft SQL Server and Varian’s proprietary implanter software.
  • Improved security efficiencies by transitioning to EasyLobby security system and documented installation and configuration procedures.
  • Addressed routine break/fix issues on end user PC’s, laptops and PDA’s.
  • Supported over 1,500 end users.
  • Supported Lotus Notes issues and performed system upgrades.
  • Maintained users’ network accounts with Active Directory.
  • Resolved network printer and network connectivity issues.
  • Provided remote assistance utilizing Server Management Systems.
  • Maintained inventory of Information Technology assets.
  • Prioritized customer support for all users from employee to executive level.

Franklin Portfolio Associates, Boston MA                            
IT Consultant/Desktop/Server Server Support
Sept. 2001 – Nov. 2001 (contract)
  • Assisted in designing and building a Disaster Recovery network.
  • Documented the costs procedures for the construction of the Disaster Recovery system.
  • Rebuilt and configured the customer’s SQL Server.
  • Provisioned new clients and performed Office 2000 upgrades.
  • Upgraded existing clients with new hardware components.



Hosting.com, Charlestown MA                                                           
Data Center Technician
July 2001 – Oct. 2001 (contract)
  • Performed routine tape backups utilizing Veritas.
  • Provisioned Web servers with Ghost, Jumpstart and Kickstart.
  • Repaired Intel and Sun server hardware as needed.
  • Populated the data center with CAT5 cabling and patch panels.
  • Supported Red Hat, Sun Solaris and Windows 2000 Server issues.
  • Contributed WAN/LAN management as Network Operations Technician.

Franklin Portfolio Associates, Boston MA                                    
IT Consultant/Desktop/Server Support
April 2001 - June 2001 (contract)
  • Implemented new productivity and imaging software, specifically Norton Ghost.
  • Installed Windows 2000 upgrades throughout the company.
  • Retired older equipment and updated IT department inventory.
  • Maintained and repaired servers and clients as needed.
  • Provided routine software support for over 25 end users.
  • Documented current troubleshooting and new software procedures.

Allegiance Telecom, Charlestown MA                                               
NOC Technician/Data Center Technician
March 2001 – April 2001 (contract)
  • Applied HP Openview and What’sUP Gold in monitoring the backbone and network nodes.
  • Responded to ISP clients’ concerns over T1 and Frame Relay connectivity.
  • Resolved connectivity issues and escalated issues requiring assistance from network engineering.
  • Coordinated with the Web Operations Center to resolve issues related to Web Server performance.
  • Performed coaxial cabling and Cat5 cabling.
  • Provisioned and installed rackmount managed servers for new Internet website customers.

Stop & Shop Help Desk, Braintree MA                                                    
Help Desk Analyst
July 2000 – June 2001 (contract)
  • Triaged PC performance and network latency issues.
  • Escalated problems which required vendor assistance.
  • Supported RISC and AS/400 Systems.
  • Administered and diagnosed Lotus Notes issues.

SKILLS
  • Windows Client O/S from 95 to Vista
  • Windows Server from NT to 2003
  • Microsoft Office Suite (Word, Excel, Access, Powerpoint, Outlook)
  • Visio, MS Project
  • UNIX
  • Lotus Notes
  • Cisco
  • LAN/WAN Support

EDUCATION
·         University of Massachusetts, Boston MA, BA Degree,  GPA 3.2
·         Endicott College, Beverly MA, MBA Degree, GPA 3.85


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