Desktop Support Customer Service

I’m Joseph Anderson

Laguna Woods, CA • 949-***-**** • ad5q2c@r.postjobfree.com • LinkedIn

Desktop Support Analyst / IT Operation Analyst

Summary:

Highly skilled Information Technology (IT) professional and motivated expert with over 15 years of experience mastering complex concepts that demonstrate a strong grasp and aptitude for IT trends within the industry.

Areas of Expertise:

Possess an extensive amount of troubleshooting experience that fully captures how to analyze and solve technical issues in complex scenarios.

Skilled in client relations by providing excellent customer service that focuses on quality and timeliness.

Supervise and effectively train peers in several facets of technology to develop a more fully functioning team.

Knowledgeable in producing and editing important documents for training materials and installation purposes.

Oracle ERP

Education & Professional Development

Dreamweaver • Domino Databases • Conflict Resolution

Professional Experience

Computacenter (Synchrony ) 09/2019 – Present

Customer Engineer / Tier 2 Service desk support

Partner with business leaders to deliver services that support company objectives and that are consistent with Winning Together values.

Perform a range of technical work activities either remotely or at customer site to meet business and customer requirements.

Coordinate small teams delivering basic work packages in line with company process to meet business and customer requirements.

Document and reports on work completed to ensure compliance with Company and Customer Procedures.

Escalate issues in line with company processes to ensure customer demands are met and evaluate escalations and action appropriately to ensure customer demands are met.

Provide customer service to internal and external customers to ensure consistent experience.

adapt quickly to dynamic team environments to maintain consistent effective contribution

support citrix by assisting chromebook user connect to citrix workspace.

Support Dell Laptops and MacBooks

SchoolsFirst Federal Credit Union 01/2019 – 08-11-2019

Desktop Support

Perform troubleshooting of network connectivity, using appropriate software, such as Altiris Deployment Console to review PC statistics, push software and deploy images to both desktops and laptops. Properly process Active Directory/email account creation, Password resets to ensure that PC's are in proper Organizational Unit.

Perform troubleshooting of network connectivity, using appropriate software, such as Altiris Deployment Console to review PC statistics, push software and deploy images to both desktops and laptops. Properly process Active Directory/email account creation, Password resets to ensure that PC's are in proper Organizational Unit.

Perform Desktop Support duties including basic phone, hardware support, software support, field support, and request fulfillment. Including but not limited to processing Printelligent requests, troubleshoot basic Office Suite issues, printing issues, manage user accounts, and create network printer and thermal receipt printer queues

Administer security requirements for all assigned applications and participate in security reviews/audits.

Administer application hardware requirements and oversee maintenance, repair, and upgrades of hardware processing platforms, as assigned.

Provide technical support to all TeamMembers (TM). Make recommendations and perform all adds, moves, and changes to systems and support dual monitor setups.

Maintain, track, and monitor comprehensive documentation, inventory control, and maintenance records concerning all assigned systems including Standard Operating Procedures, operating records and problem logs to ensure timely resolution/SLA.

Administer security requirements for all assigned applications and participate in security reviews/audits.

Administer application hardware requirements and oversee maintenance, repair, and upgrades of hardware processing platforms, as assigned.

Provide technical support to all TeamMembers (TM). Make recommendations and perform all adds, moves, and changes to systems and support dual monitor setups.

Maintain, track, and monitor comprehensive documentation, inventory control, and maintenance records concerning all assigned systems including Standard Operating Procedures, operating records and problem logs to ensure timely resolution/SLA.

Artech Technology Solutions (Medtronic) 04/2019 – 6/2019

Desktop Support Technician

Convert laptops from windows 7 to windows 10 and move the to new domain:

Hyundai Capital America (HCA), Newport Beach, California 08/2013 – 02/2019

Business Systems Analyst II

Assist in troubleshooting mechanisms within IT Operations. Continuously maintain the configuration of critical system data while adhering to mandatory performance criteria. Report technical issues as they arise and provide input on resolutions and improvements to the management team. Compile monthly reports on organizational activity and monitor data of terminated HCA employees. Used SQL to pull various reports from databases.

Key Achievements:

Managed multiple systems including Oracle ERP.

Created accounts and removed accounts in ERP created roles and removed roles.

Ran reports for deferent activites including user that had access to system.

Assisted users with password issues.

Consistent track record of interacting with vendors that guarantee timely delivery and satisfied clients.

Southern California Edison, Irvine, California 07/1998 – 05/2013

Desktop Support Specialist II

I had provided technical assistance to clients when software or hardware issues arose via phone or through a ticket queue. Used troubleshooting tactics to deliver swift resolution with a focus on approval and satisfaction of the consumer, Devised other avenues to offer support and gauge effective results, through interaction with other departments and conducting research.

Key Achievements:

Successfully resolved an average of 70 open tickets per day.

Effectively issued and tracked both physical and digital tokens.

Ensured all web pages were up to date.

Collaboratively worked with the automation group regularly to highlight which software packages to approve for an issue.

Received accolades when developed solutions to bypass a VPN token number crisis by immediately fixing the problem and ensuring that our ESC continued to function normally.

Technical Skills

Platforms: Windows

Software/Hardware: Microsoft Office (Excel, Word, PowerPoint, Visio), Outlook, SAP, Tivoli, Visio,

Oracle, SQL SHAREPOINT, SCCM, Lotus Notes, IBM Laptops, and Desktops

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