Joseph E Fisher * (904) 610-7497 * jf1268488@westpost.

net * 4000 Sigma Rd #8105 * Farmers Branc h, TX 75244 Highly motivated and results driven professional recognized for leadership in pr oject planning, scheduling, prioritization, contingency and risk planning, work assignments, and definition of scope for enterprise information systems projects . Proven track record of success in developing solutions that improve the effici ency of IT and business operations. Has an excellent interpersonal skill, able t o communicate and collaborate effectively with co-workers at all levels. Self-mo tivated and can work independently or in a team. AREAS OF EXPERTISE * EXCEPTIONAL ORGANIZATIONAL SKILLS - Consistently recognized by colleagues for exceptional talents in needs analysis and problem resolution in fast-paced envir onments. * STRONG SENSE OF RESPONSIBILITY - Solid professional standards; excellent track record of dependability. Maintain focus on achieving results while implementing business solutions to meet a diversity of needs. * ADMINISTRATION AND MANAGEMENT - Knowledgeable of business and management princ iples involved in strategic planning, resource allocation, leadership technique, and coordination of people and resources. * NETWORK & SYSTEMS ADMINISTRATION - Skilled in supporting Windows-based environ ments, operating and maintaining computing and peripheral equipment, and communi cating with software and hardware vendors to ensure business continuity. * HELPDESK AND SUPPORT - Outstanding talents in troubleshooting and diagnosing t echnical errors and issues, analyzing Web traffic, and guiding customers/callers in rectifying problems. * CUSTOMER SERVICE - Consistently demonstrate responsiveness, strong customer fo cus, and ability to build good customer relationships. * COMPUTER/TECHNICAL SKILLS - Knowledgeable of computer programs to include Micr osoft Office Suite; Microsoft Project; Ethernet 802.X; Active Directory; Java; H TML; TCP/IP; Windows O/S; network configuration and troubleshooting; voice/data networks; LAN/WAN administration; ISDN; Frame Relay. PROFESSIONAL EXPERIENCE Technical Consultant II: Automatic Data Processing * Jacksonville FL 2007-Present * Provide technical support to more than 200 callers weekly, employing well-hone d analytical thinking skills to accurately isolate and resolve computer problems with Payroll and Time Keeping software. * Administer an internal ticketing system called clarify to document and track c ustomer interaction. * Actively support customer service improvement efforts by participating in an employee proactive plan to address customers needs * Leverage impressive leadership attributes to train, mentor and coach employees in internal programs. * Effectively communicate with clients and accurately documents all client issue s utilizing the Siebel CRM Call Management System. * Deliver services within call center benchmarks as established by Client Servic es management. * Provide technical assistance to assigned client base regarding product capabil ities. * Perform routine research, issue resolution and effectively responds to client

questions and concerns relating to ADP Products and Services, taking into accoun t the client's level of product expertise and adjusts how service is delivered t o ensure client satisfaction. * Perform special projects as determined necessary by Client Services management . * Estimate time and cost of project and communicate this and expected timeframes to the client. * Follow standard process for obtaining proper client approvals. * Recognize potential client technical and non-technical issues and escalates th e issue to the appropriate technical consultant in a timely manner, based on est ablished escalations processes. * Assume ownership for all inquiries made by the client until such time the issu e is resolved to the client's satisfaction. Ensured issues are resolved in a tim ely manner. * Proactively communicate with the client base to ensure client satisfaction and retention, and that all current product features are being utilized and underst ood. * Participate in transitions to service and comply with all transition standards and processes. * Follow up on Quality Surveys from assigned client base, for the supported ADP products with the focus on improving the level of client satisfaction. * Perform initial scope and identify add-on services and escalates as needed. * Edit customized interfaces to/from other products, testing and gaining client approval and sign-off. * Performs ADP Product upgrades successfully. * Responsible for identifying revenue opportunities based on criteria defined by management. Help Desk Analyst: Thompson NETg, * Scottsdale, AZ 2006-2007 * Provided technical support to 130+ callers weekly, employing well-honed analyt ical thinking skills to accurately isolate and resolve computer problems. * Demonstrated an unwavering commitment to ensuring top-notch service by consist ently maintaining customer satisfaction levels of 98% or greater and by initiati ng program to elevate service delivery. * Administered internal ticketing system to document and track customer interact ion. * Actively supported customer service improvement efforts by navigating introduc tion of 3rd shift to serve global customer segment. * Leveraged impressive leadership attributes to train, mentor and coach employee s in internal programs. Senior Project: DeVry University * Scottsdale, AZ 2006 * Conducted IPv6 (Internet Protocol version 6) business needs analysis plan for Peoria Unified School district in Arizona and formulated detailed network diagra m. * Applied dynamic project planning abilities to devise roll-out timetable, arran ge training schedules, facilitate team meetings, and provide school district wit h detailed report of security concerns. * Researched, identified and assembled itemized list of all workstations in scho ol district's 2 main buildings. * Held IPv6 training session for LAN technicians to enable accurate and efficien t troubleshooting. Customer Service Technician: Honeywell/Global Consultants Inc. * Phoenix, AZ 2004-2005

* Exercised outstanding communication skills to respond to 60+ inquiries daily r egarding rental of airplane parts for commercial and private aircraft. * Expeditiously ordered requested parts, coordinated shipping to destination, an d followed up with customer to ensure timely receipt. * Maintained up-to-date list of part shortages, prepared work orders, and demons trated excellent problem solving capabilities to resolve customer issues and req uirements.

EDUCATION Bachelor's Degree, Network Communications and Management: DeVry University * Phoenix, Arizona June 2006