Customer Service Information Technology
Resume:
Barbara Owens
***** ***** ***. **** ***. ***
Maple Hts, Ohio 44137
216-***-**** cell
ab9y3g@r.postjobfree.com
Objective: I am seeking a position as Senior Help Desk Analyst where I
can utilize my strong computer skills and customer service skills in a
challenging work environment.
Technical Skills:
WinXP, Win 7
Win2000/2003, OS/2 Warp
Microsoft Office Suites 2007/2010
Novell Netware Lan/Wan
CMS
Empower
Attachmate
Avaya Interaction Center
Microsoft Office Communicator
Tivoli Asset Management System
Customer Connections
HP Printers/Jet Direct
PlanView
RAS Cisco VPN
Remote Desktop
BOLTS/Branch Banker
BMC Control SA Console
Peregrine Service Center
E-Time Reporting
Client/InfoMan (mainframe)
Get Answers
ACF2 (mainframe
Wi-Fi
Blackberry
IPhones
Air cards
MiFi
Knova
Active Directory Domain Services
Remote Assist
Sequoia\DL4Term
Dameware
Track it
Lync
I Pads
Disaster Recovery
Webviews
Jetpack
Orion
Jpegger
Kiosk
Thumb print scanners
Driver license scanners
Linux/Unix
Citrix
Macpac
DM Explorer
Zenprise
Endpoint encryption
Nuance Pdf converter
Droids
Certifications:
Certified to support Windows XP Professional
ITSM Certified Service Center Call and Incident User (NCB)
Certificate Teller Training (NCB)
Certificate Tops Programs (Tri-C)
Certificate of Customer Service Ameritech (Tri-C
HDI Certificate
Education:
Cuyahoga Community College, Information Technology/Networking, Aug 2010-Jan
2011
University of Phoenix Concentration in Information Technology/Networking,
June 2009 Jan 2010
Professional Experience:
Squire Sanders LLC, Cleveland, OH
Helpdesk Analyst Aug 2013 - Present
. Performed troubleshooting procedures and root cause analysis
associated with applications, hardware, security and system
failures.
. Installed local and network printers, also installed software via
remote desktop.
. Troubleshoot and set up I Pads, IPhones, and Blackberry.
. Cisco IP phone administrator
. Reimage computers.
PSC Metals Inc. Mayfield Hts. OH
SR. Helpdesk Analyst Oct 2011 - May 2013
. Performed troubleshooting procedures and root cause analysis
associated with applications, hardware, security and system
failures.
. Installed local and network printers, also installed software via
remote desktop.
. Troubleshoot and set up I Pads, IPhones, and Blackberry.
. Duties also include processing security forms and termination forms.
. On call every six weeks.
. Maintain PSC Metals intranet
National City Corporation Cleveland, OH Sept 1999 - March 2010
Helpdesk Analyst, EPS, Support Center
. Performed troubleshooting procedures and root cause analysis
associated with applications, hardware, security and system failures.
. Managed the recording, analysis, priorization, escalation, tracking
and feedback of all problems or requests received at the Support
Center.
. Responsible for escalation issues falling outside the expertise of the
first tier support to the correct group.
. Also responsible for following up on tickets escalated to other
support groups and adhering to IS division service level agreements
for resolution timelines.
. Involved in continuous coaching and training of co-workers.
. Filled out the Security forms for the new hires to access the network.
. Member of the Printer Team and responsible for setting up network
printers on the servers.
. E-buy Subject Matter Expert.
. Installed software via Remote assistants Air card Support Install
local printers Blackberry support M/S Office Team Wi-Fi support.
. Achieved several accomplishments including being named Support Center
Connections Team Member, received Support Center Awards and
Recognitions, Client Success, Meritocracy, Energy and Excitement, and
Silver Champion Award.
Mitchell Heating and Cooling Cleveland, OH August 98 - May 1999
Secretary
. Responsible for answering calls and giving customers information
regarding their accounts.
. Wrote proposals, scheduled appointments and responsible for shipping
and receiving.
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