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0-5 years of experience
Resolved technical application issues for 200+ end users spread across 30+ vendors
- Increased product support response time by ~66% by standardizing new workflow process
- Attained 10% jump in customer productivity uptime by securely administering cloud servers
- Ensured quality service feedback by supervising performance of junior helpdesk analysts/agents
- Improved training protocol by documenting 100+ user troubleshooting guides
- Maximized profitability by refining service contracts and policies to obtain $1000 per new user
- Expanded sales reach by ~50% through enhancement of support availability
- Minimized profit loss and late payments by overseeing and improving monthly billing processes
0-5 years of experience
Managed daily SD activities, responding to more than 50,000 user contacts monthly
- Supervised, trained and coached more than 50 SD technicians and system administrators
- Monitored SD performance against key performance indicators and service level agreements to ensure service and quality objectives were met
- Interviewed and evaluated candidates for SD positions as technicians and administrators
- Worked collaboratively with Government and contractor staff to review and refine problem handling and escalation processes
- Oversaw the knowledge base to ensure that the 1,500 documents it contained were regularly reviewed and updated
0-5 years of experience
Tier 1 Service Desk Team Lead
- Supervised thirty Tier 1 Service Desk Analyst
- Acted as subject matter expert for tier 1 and 2 issue assignment
- Assisted in the creation of Analyst onboarding training curriculum concerning Remedy on Demand and supported software and troubleshooting methods
- Participated in ticket escalation process to expedite resolution of issues
- Managed schedules for thirty Tier 1 Service Desk Analyst
- Created Analyst performance reports and delivered them to senior management
0-5 years of experience
Provided support services as required including but not limited to Windows OS (XP/7), Microsoft Office, Webex, etc.
- Coordinated with both internal and external service providers to ensure satisfactory deployment of PC equipment & resources.
- Ensured that client related assets are tracked and recorded according to infrastructure guidelines.
- Enforced PC and client standards throughout the enterprise.
- Took responsibility for assigned Incident and Service Request tickets and ensure that all assigned tickets are handled appropriately and in compliance with internal OLA’s & SLA’s.
- Followed policies and procedures based on corporate standards and methodologies in regard to operations and practices.
- Maintained details on currently supported applications on standard purchase configurations.
- Perform system analysis to determine if software upgrades or replacements are necessary.
0-5 years of experience
Provided technical support to Stores via inbound & outbound calls, as well as the Service Desk email/voicemail.
- Provided technical support for corporate users to include setting up computers, passwords, rights and responsibilities using Active Directory (Computers and Users).
- Notified customer of issue status and follows-up with customers to ensure problems have been resolved satisfactorily.
- Configured and installed software for end-users’ desktops, scanners, terminals, and pos equipment.
- Performed password resets, break fix, printer support, network connectivity and VOIP troubleshooting.
- Created tickets in HEAT ticketing system and followed up on tickets to provide resolutions for end users.
0-5 years of experience
Provided technical support for over 3, 587 calls, worked and resolved more than 1,993 incidents and 1,744 tasks including support for Senior Executives.
- Managed the WNL mailbox for provisioning and de-provisioning accounts, accesses, hardware, and software for hundreds of users on 2 different domains, resulting in the completion of 69 incidents and 1500 tasks.
- Assisted MPS team with updating Active Directory profiles to correct MPS issues for 4 different Domains.
- Updated the Citrix training with the most recent information, provided by a Citrix technician, for the new hires.
- Provided Quality Assurance monitoring to all agent within the global helpdesk, completed around 400 evals and coachings, as well as other projects within that team to better improve customer service.
0-5 years of experience
Promoted to manage all levels of help desk to support hundreds of users. Charged to responsively troubleshoot and resolve network, hardware and software issues. Administer Active Directory, PCI Compliance, Microsoft volume licensing agreements and software distribution. Assist in support of 50 servers running under Linux /Windows and contribute to the evaluation and implementation of VoIP, VPN, anti-virus and disaster/recovery solutions.
- Noted for meeting all timelines and SLA requirements.
- Introduced escalated coverage to support 24 hour operations.
- Utilize DELL KACE Help Desk software and overseeing implementation of Service Now
- Service Now Admin
- Reduced response times and increased internal customer satisfaction by implementing automated service scheduling tool to support face-to-face service calls.
- Saved ~$40K annually through vendor negotiations for improved services.
- Established process standards by documenting core functions.
0-5 years of experience
Managed a team of five engineers supporting 16 state-of the-art classrooms and associated training and administrative staff for a civilian federal agency. Classrooms utilize virtualized desktop architecture running VMware software on HP hardware. Classrooms are also equipped with SmartBoard monitors, Crestron control panels and VTC capabilities. Six web based distance learning centers are also supported.
- Produced organization’s first workflow diagram for providing end users services. Reviewed process and implemented changes that increased tracked and reported work by 40%.
- Developed and published organizations first Standard Operating Procedures manual. Over 40 different SOP have been created which have led to substantial reduction in rework, decreased training time, and improved consistency of results.
- Expanded Service Desk responsibilities to include Tier 1, 2 and 3 support for Virtual Desktop Integration (VDI) based on VMware and HP infrastructure.
- Through standardization of work process, and forecasting and scheduling of new work, was able to achieve 70% increase in overall ticket count with no increase in staffing.
- Instituted review process with school cadre to identify and track classroom technical requirements in advance of class start date. Process allows load leveling of technical staff workload for multiple classes to be configured and be ready when scheduled. Technical activities can then be focused on exceptions when classes start.
- Continually analyze ticket data to identify recurring events and trends. Top issues reviewed for possible escalation, revisions of process or other common remedial actions.
- Team supported multiple Warriors to Workforce inter’ cohorts. Installed, configured and provided ongoing support for various 508 compliant applications and devices within classrooms and office space to meet unique requirements of impaired or disabled veterans.
0-5 years of experience
Used Remedy ticketing system to document client issues, escalations, and solutions.
- Used I3 to maintain client queues and answer calls in a timely manner.
- Assisted 7 different clients in resolving technology-related problems such as software, hardware, mobile devices, and internet connectivity.
- Worked in a self-motivated environment with frequent changes in policies and procedures.
- Applied critical thinking to solve problems that did not have documentation.
- Provided daily callbacks to customers to ensure that issues were resolved or escalated.
0-5 years of experience
Audited cash register tills from the sales floor to ensure they maintained the proper balance.
- Audited the store’s primary cash drawer and cash safe through physical verification and using the store’s computerized sales system, handling up to $50,000 in cash at a given time.
- Performed store bookkeeping duties.
- Assisted service leaders in managing up to 20 employees at a time.
- Performed daily Western Union transactions.
0-5 years of experience
Responsible for coordinating with BearingPoint IT and external vendors to implement solutions for the BearingPoint environment as well as creating and developing the process used by the service desk to support applications. Third level support for the BearingPoint Service Desk, including server support, user management, security access and issue resolution.
- Created and maintained 1000+ pages of process for use by off-shore service desk.
- Managed team responsible for daily user management, VPN and remote dial-in security access to the BearingPoint domain.
- Coordinated with BearingPoint IT to develop and implement technical solutions for data retention and security in relation to Sarbanes-Oxley.
0-5 years of experience
Managed a team of 8 IT Professionals both locally and remote in the daily execution of the IT Service Desk
- Develops Service Level Agreements to set expectations and measure performance enterprise wide
- Researched, designed and implemented an ITIL Service Desk structure for all manufacturing and sales warehouses
- Managed and coordinated urgent and complicated support issues
- Responsible for all IT network, hardware, and software related issues for a user base of over 4000
- Researched and recommended innovative process improvements and methodology which leveraged resources
- Negotiated contracts with multiple vendors to provide best value and solutions
- Worked with outside auditors to bring Service Desk process and procedures SOX compliant
- Trained, coached and mentored Service Desk and Desktop Support Analysts
- Served as project owner and facilitator for enterprise wide ITSM software rollout and implementation
- Managed and developed a process for communicating outage/emergency activities to the organization
0-5 years of experience
- Responsible for IT Service Desk and network operations for global NGO building literacy programs in ten developing countries. Managed San Francisco in-house IT team who provided direct desktop support to 120 administrative and fundraising staff in seven countries and 3rd-tier network and organizational support to local IT staff in ten additional program countries.
- Managed project to migrate 700+ global users from on-premises Exchange to MS Office 365.
- Reduced open support tickets from 600+ to under 50.
- Managed project to stabilize IPSEC connections between California datacenter and ten remote offices in developing countries.
- Developed online IT Support Center Portal utilizing Desk.com.
- Contributed to ongoing projects including: migrating from on-premises MS files shares and essential services to SaaS “cloud†solutions; customer service training for IT support staff.
0-5 years of experience
Planned over 200 itineraries and passenger manifests daily using schedules and computers.
- Ability to work independently: planned, organized, and handled multiple priorities in a caseload and office setting.
- Manifested and confirmed reservations for transportation using telephones and computers.
- Skilled in information collection through interviewing, obtaining, reviewing reports, documents, and records.
- Answered inquiries regarding schedules, procedures, and policies, or materials needed by customers.
- Maintained computerized inventories of available customer space, customer records, office materials and supplies for over 2500 customers.
- Conferred with customers to determine their service requirements and material preferences.
- Ability to interpret and apply standard operating procedures, laws, policies, regulations to ensure compliance and produce outcomes and results.
0-5 years of experience
Managed service desk assisting customers with purchases, exchanges, refunds, and item holding.
- Assisted with new employee training including store policies, services, financing options, and register operations.
- Answered telephone inquiries from customers and stores regarding product availability and other service issues.
- Maintained thorough knowledge of store merchandise, and responsible for selling in store credit cards.
0-5 years of experience
- Provided technical support for internal users in a mostly Windows-based environment via in-person, phone, and email (both on-site and remotely) for thin clients, workstations, virtual machines, printers, telephones, and A/V equipment.
- Monitored and maintained user profiles, distribution/security groups, permissions in Active Directory, Exchange, application, and file servers.
- Kept ticketing system up to speed and documented processes and information for the team.
- Took lead in Windows 7 imaging and deployment across the company
0-5 years of experience
Played a key role in ensuring a proficient workforce and significantly reducing system downtime
- Provided direct customer service and technical support via phone, email, online systems and in person to 3500+ users, locally, and remotely
- Troubleshoot network connectivity, network printing and user access issues
- Helped configure and troubleshoot client-to-server and server-to-server tunneling VPN connections
- Responded to telephone inquiries concerning support requests, systems status, and network connectivity
- Assisted clients with creating a user account, password reset, network ID and elevating rights to all users via Active Directory
- Blackberry assistance to users with password reset, software upgrade, and email syncing/text issues.
0-5 years of experience
Ensured customers receive immediate and high quality customer service
- Received customer requests via ACD calls, automated ticket generation, voicemails, and personal visits
- Registered all requests through a call tracking tool
- Performed first responder duties to include onsite repair
- Utilized approved knowledge tools to resolve or escalate requests
- Managed the communication of status updates to customers
- Ensured all requests/tickets are properly documented
0-5 years of experience
Assisted in introducing and implementing an IT Service Desk with business aligned SLA’s.
- Responsible for the day to day operations of the IT Service Desk and ensuring all requests and incidents are resolved within business SLA’s.
- Introduced, implemented, and currently maintain Microsoft System Center Service Manager 2012 SP1 as the IT department’s ticketing system.
- Responsible for hardware and software asset management and for procuring all new hardware and software for the business.
- Management of the company’s cellular devices and data plans according to the current requirements of the business.
- Member of the Desktop Support team that provides support for more than 300 PCs, Laptops, Thin Clients, Barcode Scanners, Network printers and software issues via remote and onsite support for more than 400 end users.
- Member of an on call rotation for providing 24/7 support to end users.
- Customer Advocate between the Business and the IT Department.
0-5 years of experience
Served as Tier II Service Desk Technician responsible for configuring laptops with Full Disk Encryption, Remote Access Configuration, VPN Client Software, and additional software utilizing Microsoft System Center Configuration Manager (SCCM)
- Responsible for configuring and troubleshooting BlackBerry’s for US Army Intelligence and Security Command (INSCOM) VIP customers allowing DoD Enterprise Email on mobile devices
- Implemented resolutions to applicable technical issues through extensive research and strict compliance with established tactics, techniques, and procedures.
- Installation, upgrade, support, and troubleshoot printers, computer hardware, Windows 7, Office 2013 and other authorized desktop applications and peripheral equipment
6-10 years of experience
Trained incoming and experienced analysts for the Incident Handling and Ticket Processing teams
- Consona Knowledge System Subject Matter Expert and Author
- Created and published support documentation
- Checked support documentation for technical accuracy
- Service Desk Support Analyst 1, 2, Team Lead, and System Analyst 2
- Provided support to staff, faculty, and students
- Reset passwords in multiple environments
- Performed troubleshooting in systems such as Active Directory, Knowledge Online, Kronos, Lawson, SQL, ImageNow, CARS, Campusvue, PACE, Ecollege, Eleads, Srconsole and Oracle.
0-5 years of experience
Providing phone and email support, and opening, closing, and escalating tickets
- Analyzing and resolving incidents and request regarding software and hardware
- Follow up with support staff ensuring that incidents are resolved and completed
- Building a strong customer support relationship by ensuring timely resolutions and escalations
- Basic Troubleshooting and supporting O365, IPhone, Active Directory and Windows 7 end users
- Installing, uninstalling, updating applications, supported local and remote users
0-5 years of experience
Provided support of various hardware and software issues using Service Desk Express ticketing system
- Administered user accounts in an Active Directory domain
- Worked closely with second tier support to resolve outages and issues that would arise
- Maintained and owned ongoing project to redesign primary knowledge base using Dot Net Nuke
- Responsible for daily metrics and providing monthly reports to supervisors and managers within IT
- Assisted local second tier support with resolving legal holds
- Developed familiarity with Resource Management Software such as LANDesk and Altiris
- Managed critical business peripherals such as printers and mobile devices.
0-5 years of experience
- Gained detailed feedback for programs of loyalty and shopping opportunities in stores
- Influenced customers and co-workers guiding with leadership and strong motivation to sell
- Recommended information to provide full customer service to online customers and callers on the telephone
- Originated pricing data with technical pricing systems at cash register
10+ years of experience
Currently train new hire agents and assisted in the creation of new Honeywell knowledge base articles and technical exams.
- Empower the current Level 2 tech leads the necessary skills to better assist phone agents.
- Demonstrate excellent time management skills by prioritizing issues affecting Honeywell contract stability, such as Hardware ticket service level.
- Perform Remedy ticket auditing, trend tracking, and discussion on daily conference calls with both Dell and field technicians.
- Compiled daily reports which track agent performance metrics using MS Excel, and then advocated pro-active steps to help prevent future errors.
- Coach agents on hardware/software coded tickets, while simultaneously providing constructive feedback for improved performance.
- Handle nearly all front line email/phone communication between Dell and the onsite field technicians to facilitate timely corrections.
- Support the majority of all Honeywell client relations to ensure both understanding and competence at the service desk level, including “goodwill” customer callbacks.
0-5 years of experience
Performed complex operations necessary for opening and closing the store
- Provided excellent customer service while handling various transactions
- Managed the cash drawer, provided funds to cashiers, delegated money runs
- Appropriately handled customer complaints as necessary
- Accepted incoming calls, handled customer inquiries and directed calls to respective coworkers
- Coordinated closely with departments, loss prevention and store management
0-5 years of experience
Provided phone support for camp personnel, and elevated support for active mission personnel including JOC, SOC, and JNCC. Acted as an ETA providing SIPR support where tokens were involved. Assisted in Active Directory management, account management, and NSS queue management.
- Reimaged hardware as needed
- Maintained Active Directory requirements per DISA (i.e. Removing old accounts, creating and maintaining standardized account creation guidelines)
- Assisted with hardware/software troubleshooting, software installation, NIPR/SIPR account creation & modification via phone as well as in person
- Managed the service desk ticket queue with the Remedy NSS ticket system.
0-5 years of experience
Provided and participated in hands on expertise and resolution on a regular basis as well as managing the Help Desk group, and served as the escalation point for the group.
- Coordinated help desk support operations with IT support teams of engineers, administrators, and managers in all offices worldwide managing the implementation of help desk related service level agreement SLA in compliance with industry standards to allow these teams to support external customers.
- Planned, developed and implemented new support policies and procedures by establishing company-wide help desk systems and processes for managing and tracking to provide trend analysis and ticket reporting to management.
- Reviewed reports of computer and peripheral equipment production, malfunction, and maintenance to determine costs and impact.
- Conducted periodic performance evaluations and annual personnel reviews for staff members
0-5 years of experience
Troubleshoot multiple platforms: Windows 7, Mac OS X, iPhone/iPad iOS, Google enterprise applications.
- Used Bomgar and WebEx as a means for remote support.
- Provide first level support for multiple enterprise applications such as MS Office, Google Apps which includes e-mail, calendar/scheduling, word processing, spreadsheets, presentations, Internet browsers, as well as department-specific specialized applications.
- Open and close service requests, as well as manage the classification, assignment, tracking, and completion of requests.
- Help identify and implement innovative solutions for customers.
- Ensured that resolutions are consistent with standards and do not introduce additional conflicts.
- Managed user accounts via Active Directory.
0-5 years of experience
Build, refreshed laptops and desktops to be deployed to users
- Created Active Directory accounts and exchange accounts for new users
- Create and edit phone numbers for new users, as well as configuring cisco 7945 hardware
- Used and created Powershell/batch scripts to copy and silently install software on user’s machine
- Provided “New Hire” training classes on company IT policies and securities.
- Created, updated IT-Only and “How to” documents
0-5 years of experience
Manage front line support team in multiple locations for all Choice Hotels associates
- Provide support to all levels of the company
- Ability to work through all levels of the organization (C-level to the line worker) to deliver IT solutions and resolution to issues, ranging from simple to complex
- Managed deployment of many major initiatives to all associates including Windows 7/Office 2010, 2 Factor VPN, Hard Drive Encryption.
- Manage inventory of systems (desktops and laptops) to deploy to new users and replace end of life hardware.
- Establish and maintain vendor relationships in support of business needs
0-5 years of experience
Implemented Vital user level trouble isolation for desktops, application, LAN, WAN, VPN problems and Citrix support.
- Worked with desktops, laptops, printers, plotters, blackberries, iPhones, air cards, and other peripheral devices.
- Accomplished troubleshooting, software installation, and phone support for Windows XP and Windows 7 based desktop computers and laptops.
- Executed remote technical support for end users.
- Contributed in technical projects as a task owner.
- Performed crucial tasks related to the management of user accounts in Active Directory.
- Assess, prioritize and escalate reported issues with systems and servers.
- Managed small projects requiring a single resource.
- Tracked IT equipment for installation and repair.
- Worked with external vendors and partner support as necessary to resolve incidents.
0-5 years of experience
Made reasonable procedure exceptions to accommodate unusual customer requests.
- Provided accurate and appropriate information in response to customer inquiries.
- Built customer loyalty by placing follow-up calls for customers who reported on site issues.
- Provided cross training to staff members.
- Properly directed inbound calls in phone queues to improve call flow.
0-5 years of experience
Received service tickets and employed root cause analysis to troubleshoot and solve user issues
- Documented resolutions to increase efficiency and productivity
- Employed ITIL best practices for consistent quality and efficient problem resolution
- Aided in driving efficiencies, resulting in greater user satisfaction and lower ticket volumes
0-5 years of experience
Tier 2 / Tier 3 support providing prompt initial response to Priority 1 technology challenges.
- Extensive knowledge of PC hardware, Thin Client, Desktop Operating System options, POS systems, and network functionality.
- Provide customer regular communication regarding status of repair/install including notification when repairs are complete, as well as customer validation that repairs were satisfactorily completed.
- Interview, hire, train, coach, and succession plan Service Desk specialists.
- Partner with VP’s, engineers, and SME’s to achieve outcomes aligned with corporate objectives.
- Create and deliver Service Desk performance dashboard to C-Level monthly.
0-5 years of experience
Helped manage 45,000+ employees and over 1 million patients
- Provided remote assistance via RDP and VPN
- Triaged tickets to appropriate groups
- Filtered 80+ calls daily (80% first call resolution)
- Performed password resets / hardware troubleshooting
6-10 years of experience
Help Employees and Customers through the phone, VNC and Turbomeeting, with software and webpage issues.
- Help Users with password resets, distribution lists, and Security Groups
- Maintained 1000+Dell workstations and laptops, throughout out terminals in the Northeastern US. Hardware installation and repaired when needed.
- Upkeep and service, printers and scanners onsite.
- Using Service Desk Pro, created and maintained tickets and kept them updated with precise documentation.
- Image new PC’s to replace End of Life PC’s using Microsoft’s Imaging Server
- Help setup users on new iPhones and set up email on the phones with Airwatch Software
- Worked on projects at satellite terminals to upgrade workstations, fix printer issues, and work on forklift scale issues when needed.
- Supplied users with accessories for PC, iPhones, and iPads
0-5 years of experience
Troubleshoot internal hardware, software & network issues for multiple hospital accounts
- Backup Incident/Problem Manager of Hospital For Special Surgery
- Install and reinstall software, printer drivers and other software programs for level 1 and level 2 clients
- Walk clients through how tos for multiple clinical and non-clinical applications
- Responsible for providing elite business to business customer service
- Ensure tracking support & resolution of trouble tickets using multiple ticketing systems
0-5 years of experience
Provide process, management and direction to a staff of 5 Service Desk technicians
- Responsible for monitoring, delegating Service Desk requests while assuring customer satisfaction
- Prioritize tickets while maintaining and following SLA requirements while following ITIL standards
- Develop and manage a consistent above satisfactory level of support for over 600 users
- Provide input to executive management of effectiveness and improvements if needed
- Provide input to company management of known issues and or better processes/recommendations
- Manage network/telecom first/second level of support (Phone, smart phone, email, shares, cabling)
0-5 years of experience
Provides front-line diagnosis and support for all Information Services problems and/or requests for service.
- Processes customer requests via phone, Intranet and e-mail with appropriate customer interaction skills.
- Follows documented procedures and processes. Determines the best resolution workflow from scripts in the Help Desk knowledge management system.
- Executes key phases of resolution workflow including problem receipt, triage, resolution and closure, and problem referral to the designated resolver group.
- Provides thorough documentation of all reported issues within the Help Desk tracking system.
- Provides ad hoc assistance to other members of the Help Desk team.
0-5 years of experience
Provide phone/field customer support for 3500 users at Security Exchange Commission (SEC) locally and regionally.
- Monitor, address and process email concerns and requests.
- Receive, monitor and process request for computer support utilizing IT Service Management (ITSM) database in a timely matter.
- Provide remote access support to SEC employees and contractors who utilize a VPN client, dial-up tool, Citrix and G/ON remote connectivity.
- Provide workstation hardware and software application upgrades and enhancements to SEC computers while ensuring customer concerns are properly escalated to the appropriate personnel.
- Assist users with Point SEC Security issues within the agency
0-5 years of experience
Operations Support Desk (OSD) is the 7×24 help desk and NOC supporting Secure Flight and other programs for the Transportation Security Administration (TSA)
- Monitoring all systems, servers, applications and network connectivity
- Detecting & correcting errors, problems, or other events according to SOP
- Escalating the problem to the appropriate SME and Reporting outages, incidents, and events
- Briefs managers and support on conference bridge calls and act as the communications hub
- Responds to emails and sends notifications on outages, creates and assigns Remedy tickets
- 2/25/14 Active DoD Secret Clearance
0-5 years of experience
Provides customer support of incidents regarding various application such as Epic, Landesk, IDX, IMPAX, Cerner, Citrix server, CHAIS, AgfaRis, inquiries, and requests for service via phone.
- Logs incidents in ITSM tool, classifies, categorizes, triages, assigns and escalates incidents to appropriate points of contact as defined within the Information Services support processes.
- Resolves level 1 and some level 2 incidents.
- Use of remote access tools ( Bomgar, Remote Assistance, Remote Desktop) to support and resolve issues by in-house staff and off campus staff.
- Perform User Management task for sign on and/or disabling user accounts.
- Performs other duties as needed.
0-5 years of experience
Actively service and support client events at our Service Desk. Consisting of: POS, PC, Network, Phone, Paging, and Data Cable installs via sub-contractors onsite all over Canada and the U.S.
- Collect and manage critical project data in Excel and MS SharePoint
- Collaborate with project team individuals
- Escalations when appropriate
- Promote Bailiwick in a positive manner
- Work by myself 12hr day shifts every weekend covering all Service Desk needs, along with every Friday – 12hr day shift
0-5 years of experience
Part of support team responsible for troubleshooting IT questions and issues for 14 offices around the world.
- Responsible for mobile device setup and policy enforcement for iOS, BlackBerry, and Android.
- Supported users during new domain migration and Windows 7 upgrade projects, including training, installation, and remote assistance.
- Member of a critical technology move team responsible for relocating 80+ users and 2 server rooms in Chicago to a new, unified office space.
0-5 years of experience
Responsible for receiving all telephone requests for IT assistance, ensuring all information provided about issue is accurately recorded and fulfilled within established timeframes.
- Handles 30-50 calls a day on average from users.
- Creates tickets in Remedy if issue requires further intervention.
- Provide users with information on tickets and request.
- Maintain a 95% customer service rating
- Troubleshoot different desktop applications/software’s
- Create/Edit accounts in Active Directory
0-5 years of experience
Provide support for currently deployed and upcoming IT assets, projects including installing, configuring, diagnosing, repairing, maintaining and upgrading all hardware and software, while ensuring optimal performance, via telephone, email and/or remote desktop connection.
- Provide technical assistance and step-by-step solutions to end-users, when required, to remedy computer related issues.
- Troubleshoot computer components and support replacement of hardware and software in a timely and accurate manner.
- Troubleshoot and provide assistance with Microsoft Office products
- Ability to type 55 wpm accurately while managing dual and triple screens effectively.
- Handle multiple open issues and interface with customers at all levels with urgency, attention to detail and great enthusiasm.
- Adhere to Service Level requirements and performance targets while providing high quality customer service.
0-5 years of experience
Provide level 1/Admin support to resolve computing request (hardware/software) via telephone /remote tools. Provide Computing requests include problem diagnostic/troubleshooting, and break-fix solutions. Provide constant feedback and help craft and develop new processes to help support and assess the current infrastructure.
- Record and escalate incidents in Remedy Ticket Manager to proper resolver group.
- Log and track inquiries using a problem management database and maintains history records and related problem documentation. Identify, evaluate, and prioritize customer problems and complaints to ensure that inquiries are resolved appropriately.
- Church Drummer of Emmanuel Christian Ministries
- Volunteer at M. Alexander Learning Center After School Program
- Volunteer at Abounding Grace Summer Feeding Program
0-5 years of experience
Setup and modified NIPR and SIPR user and computer accounts in Active Directory and ITSM
- Routed AESD and ITSM trouble tickets to appropriate offices
- Phone consultations for troubleshooting and resolutions on variety of IT issues
- Fixed registry issues, connectivity issues, virus removal, speeding up computers, and answered any general support questions that have arisen
- Out of all the issues I have tackled, I have only been unsuccessful on one issue as a result of virus that encrypted everything (ransomware). There was no way to unencrypt the files without the right key so I had to reinstall windows as a clean install.
0-5 years of experience
Provide end user, network and system support for approximately 2000 users.
- Address and document all end user support requests.
- Configure and maintain Dell and HP laptops, tablets and desktops running Windows 7 Enterprise and Windows 8.1. Office 2010 and Office 2013.
- Maintain user accounts using Active Directory.
- Support email delivery to mobile devices using Airwatch and Active Sync.
- Install and configure various peripheral devices including networked and local printers and scanners.
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Service Desk
Last edited by: Gabriela Barcenas, CONTENT STRATEGIST -
Gabriela Barcenas
CONTENT STRATEGISTGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
