Customer Service Analyst
Resume:
Diane G. Casey
New York, NY **044
Home: 212-***-****
Mobile: 646-***-****
**********@*****.***
KEY FACTS
Over 10 years experience as a hard-working, enthusiastic IT Professional
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Legal, Financial and Non-Profit industry experience
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CompTIA A+, Network+, Help Desk Institute and Microsoft Certified Professional (MCP)
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Outstanding customer service and interpersonal skills
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Excellent written and verbal skills
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SKILLS
MS Office 2003/2010, (Word, Excel, PowerPoint, Outlook), Outlook Web Access (OWA), Adobe Acrobat X
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MS Windows NT/2000/XP/Windows 7, Mac OSX, Exchange, Citrix XenDesktop (Virtualization)
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Active Directory, WebEx, SoundPath Audio Conferencing (Polycom), Video Conferencing (PictureTel)
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Symantec Enterprise Vault (Email archiving)
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Ticketing Systems include: Remedy, GWI, and BMC (Formerly Numara) Track-It
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Proxy Pro Master (Gateway), DameWare & Novell ConsoleOne remote administration software
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iManage/Filesite Document Management System
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Workshare Compare, Workshare Protect, DTE Axiom (Time Entry Software)
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Lenovo ThinkPad, Sony Vaio and MacBook Laptops, InFocus and Sony Video Projectors
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HP Printers, iPhone & Blackberry Mobile Devices
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EXPERIENCE
Kenyon & Kenyon, LLP New York, NY 11/2011-08/2013
Help Desk Analyst
Provided front line technical support via phone/email/in-person, focusing on customer service
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Utilizied Track-It ticketing system to document and resolve issues
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Handled A/V Setups (laptops and projectors) in conference rooms
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Installed New Application Software and Hardware (i.e. Dymo Label Printer)
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Implemented Desktop PC Rollout transitioning 400 users from Windows XP to Windows 7,
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MS Office 2003 to 2010 as well as to Virtual Desktop Environment (Citrix XenDesktop)
Created Crystal Reports for Track-It Ticketing System Database
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Investigated, Troubleshot, Documented and Resolved issues and guided/advised users on best practices
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Trained for and earned professional certificate for HDI Support Center Analyst, improving First Contact
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Resolution of tickets to 75-80%
School Professionals/NYC DOE, New York, NY (Contract) 08/2011-09/2011
Desk Service Representative
Provided Level 1 customer service support via phone for NYC Dept. of Education employees for SESIS
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(Special Education Student Information System) proprietary software program
Provided information about appropriate policies/procedures, contacts, and current system status
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Documented/tracked issues through Oracle CRM ticketing system
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Tested SESIS scenarios/functionality in a virtual “sandbox” testing environment
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WestEd, San Francisco, CA (Contract) 05/2009 -09/2009
Service Desk Specialist
Provided Tier 1 technical support and issue resolution for 550 users throughout organization
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Escalated help tickets to Service Desk Manager or other technical experts as appropriate
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Installed, configured and deployed Macs and PCs; hand building, using Ghost, and Super Duper
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Maintained and troubleshot printers; network issues, and configuration issues
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Diane G. Casey Resume
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Rubin Museum of Art, New York, NY 04/2007-08/2008
Desktop Support Technician
Provided technical support and training via phone, email, and in-person for approximately 150 employees
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Supported MS Windows 2000/XP/Office 2003 applications and various proprietary museum applications
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Trained users on PCs and systems, created documentation & reference materials (OWA, Intertel phones)
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Configured, tested and deployed equipment for end users (PCs, laptops, printers, phones)
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Basic Active Directory administration (i.e., reset passwords, unlocked/created new user accounts)
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Key Projects included:
Office relocation project; entailed moving computers and related equipment into new office space,
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resulting in minimal computer downtime and service interruption for employees
Self-Employed Artist, New York, NY 02/2006-04/2007
Abstract Artist
Used social media and online sales applications for self promotion; maintained digital media using
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software tools including: Adobe Photoshop and various storage solutions
The Computer Merchant, Ltd./Citigroup, New York, NY (Contract) 12/2005-02/2006
Help Desk Analyst
1st Level Analyst for Citigroup providing phone support for thousands of end users
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Diagnosed, troubleshot and resolved technical issues for Windows 2000/2003, MS Office 2003, MS
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Outlook 2003, and various proprietary applications
Provided hardware support for HP printing, and network access issues
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Self-Employed Artist, New York, NY 10/2002-12/2005
Abstract Artist
Roussis Technical Consulting/New York Stock Exchange, New York, NY (Contract) 04/2001-10/2002
Help Desk Analyst
Provided Level 1 phone support for enterprise and several proprietary applications, such as Saleslogix
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Successfully resolved hundreds of issues monthly without escalation to higher tier
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Installed VPN on laptop to connect from home to the NYSE network
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EDUCATION
College of Staten Island, Staten Island, NY 1980-1982 (2 years completed, toward BA)
TECHNICAL CERTIFICATIONS
CompTIA A+, Network+, i-Net+ - 2000
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MCP (Microsoft Certified Professional) - 2003
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Help Desk Institute HDI-SCA (Support Center Analyst) - 2013
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