Objective

Talented dedicated versatile team player looking to utilize leadership,

management, technical and exceptional customer service talents in a winning

environment with the expectation of increasing productivity.

Highlights of Qualification

Over 14 Years of experience working in a help desk and call center

environment.

Recognized for ability to multitask in fast-paced environment while

maintaining an emphasis of quality.

Technically astute IT professional with Strong experience in providing

helpdesk support to corporate clients across diverse industries.

Coordinating special projects.

Supervising technical teams.

Translating technical jargon into non-technical terms.

Provided leadership role in a team environment.

Excellent troubleshooting and logical problem solving skills.

High level of written and oral communication skills.

Experience

Eletik Inc. Lead Support analyst

MAY 2012 - Present

Level 2 support

. Manage level 2 customer portal team responsible for taking calls

with customer online portal issues.

. Troubleshoot any online login and access issues.

. Route calls internal web development for level 3 support

. Responsible for creating and providing customer SLA reports to

management.

NEWYORK AND COMPANY helpdesk analyst

Sept 2011 - MAY 2012

POS Support Desk

. Provide hardware/software support Newyork and Company retail stores.

. Upgraded the server in all stores and check the network connectivity

with registers.

. Troubleshoot any printer issues and install new printer (Lexmark and

brother printers).

. Ghost the images, walk the store through to install the hard drive

and ghost it.

. Troubleshoot the network connectivity.

. Run different sessions to fix the issues using the Xcellenet.

. Troubleshoot any how to questions for lotus notes, POS ect.

. Utilized Magic ticketing system for call management

Philips Van Hussein helpdesk analyst

Sept 2010 - MAY 2011

POS Support Desk

. Provide hardware/software support for CK, Bass, Izod, VH and Tommy

Hilfiger retail stores.

. Upgraded the server in all stores and check the network connectivity

with registers.

. Troubleshoot any printer issues and install new printer (Lexmark and

brother printers).

. Ghost the images, walk the store through to install the hard drive

and ghost it.

. Troubleshoot the network connectivity.

. Run different sessions to fix the issues using the Xcellenet.

. Troubleshoot any how to questions for lotus notes, POS ect.

ToysRUs Inc. Senior Desktop Support

Engineer Oct 2008- Jan 2009

Imaged new computers utilizing Ghost and deployed using refined systematic

procedures within an active retail environment.

Responsibilities include recovering, staging, decommissioning and

redeploying reclaimed equipment to other locations within the ToysRUs

headquarters.

Provided helpdesk and desktop support, utilized problem determination

skills to resolve various hardware and software problems.

Major participator in the development and deploying an upgrade strategy for

a large group of tightly integrated applications including Microsoft

Office, and other desktop applications.

Created new user accounts, password resets, group policy, logon scripts, as

well as creating and managing file shares within an active directory

environment.

Provided final escalation point for all notebook/desktop hardware and

software issues for more than 250 users.

CITICORP Level 2 Helpdesk

Manger May 2006- Oct 2008

Managed a team of 10 support engineering team handling 3,000 calls per day

that represented by 200,000 diverse group of end user.

Managed Level 2 support team responsible for problems relating to VTAM/SNA,

remote access, Blackberry support and Email access.

Managed Level 2 support team responsible for Windows NT, 2000, ME, and XP

home and professional versions for client's remote computing from remote

locations.

Prepared daily performance/flash reports to show overall call center

performance.

Monitored real time service levels by monitoring queues, customer hold

times, and helpdesk personnel availability to ensure a positive user

experience.

Utilized Remedy, virtual tech and GPMS ticketing system for call

management.

CITICORP Senior Helpdesk

Analyst Aug 2003- May 2006

Promoted to Senior Helpdesk Analyst.

Mentored junior analyst in addressing helpdesk calls.

Monitored real time service levels by monitoring queues, customer hold

times, and helpdesk personnel availability to ensure a positive user

experience.

Utilized Remedy, virtual tech and GPMS ticketing system for call

management.

CITICORP Helpdesk Analyst

May 1996- Aug 2003

Monitored real time service levels by monitoring queues, customer hold

times, and helpdesk personnel availability to ensure a positive user

experience.

Utilized Remedy, virtual tech and GPMS ticketing system for call

management.

CITICORP Senior Network

Control Operator June 1994 - May 1996

Troubleshoot VTAM lines that are used by Citibank operations team.

Provided level 3 support for network issues relating to CICS region in

Citibank's mainframe environment.

Trained and mentored Junior Network Operators.

Conducted routine vulnerability analysis of IBM 360/370 mainframes.

Responsible for preparing the daily routine document at Smith Barney with

A/P system.

IBM Senior Systems Control Specialist

April 1991 - June 1994

Ensured system availability to offset timely batch and on-line SLA's.

Assisted in implementing the helpdesk department's data recovery center.

Successfully negotiated project deadlines with senior management resulting

in minimal workflow disruptions and consistently positive relations with

user community.

SUPERMARKET GENERAL CORPORATION Senior Technical Specialist

August 1980 - April 1991

Reduced paper waste by 25% through accurate assessment of user reporting

requirements.

Indentified and corrected major errors in corporate payroll process. Stream

lined the process which saved the company $50,000 a year.

Education

B.A. Dacca College

Major: Finance and Economics

Key Contribution and Accomplishments

Awarded Helpdesk specialist of the Year Award in 2004 by CITICORP.

Promoted From Senior helpdesk personnel to Team Lead at CITICORP.

Customer Support & Satisfaction Award: Achieved high level of customer

satisfaction at IBM for methodical approach to problem resolution, with

majority of calls resolved within company's 10 minute requirement.

Technical Expertise

Operating Systems/Mainframes: Window 2000, window XP and window Vista,

Windows NT/98/95, ES9000, IBM 3090 and similar flavors of Mainframe

Networking: TCP/IP, IP Routing, IPX/SPX

Tools: Remedy, Virtual Tech, GBMS ticketing system

Software: Symantec Ghost, Symantec PC Anywhere, MacAfee Antivirus, MS

Office

Hardware: Dell, Ibm, laptops, and printers

Contact this candidate