Provide second level technical support for bank systems and/or on-line products. Respond to calls that have been escalated from front-line technical agents related to bank systems and hardware or software problems. Work with vendors and/or third party technical support departments of external companies to resolve problems. Follow up on all problems from initial escalation through resolution. Provide technical feedback to third level technicians to assist in escalated problem resolutions when they occur. Actively participate in the training of new agents. Perform troubleshooting duties on a wide range of hardware platforms, (may include mainframe, PC, MAC and Laptops) and software operating systems (may include DOS, Windows 3.x, Windows 95 & 98, MAC, OS, UNIX and Windows NT). Product expertise for different on-line financial services channels (all versions of Quicken, all versions of MS Money, and Internet banking); and handle technical and advance usage questions from the customer base of over 5,000,000. Utilize advanced customer service skills to communicate technical information/solutions to non-technical customers. Also perform the task of Repartee Audit queue. This consists of reviewing, correcting and/or rewriting and approving repartee (technical e-mails requesting assistance), answered by employees within the 2nd Level Technical Support department.

Designing websites for friends & small businesses. Playing drums and writing songs & poetry. I finally was able to snap a shot with my favorite artist this year, Janet Jackson. I got to go backstage to few of her concerts for The Velvet Rope tour. Heres the backstage picture.

I am into spirtuality. I love listening to music. My three favorite musicians are Janet Jackson, Prince O(+> and Melissa Etheridge, although I have many favorites. Right now the only love in my life is the coolest cat in the world Punani. I love playing my drums, riding my motorcycle, and taking long rides up the coast or though the mountains topless (the car of course) in my new little black corvette, watching & playing sports (especially the 49ers), jet-skiing, water-skiing, wake boarding, windsurfing, and sand volleyball. I used to love taking romantic walks on the beach hand in hand with a special someone. That of course is on hold until I meet that special someone. No rush right now! I like to take my time. I love dancing and I also love writing songs and poems.