Technical Support System

Bethlehem Yoseph

**** ******** **** *****, ** ***25 Phone: 214-***-**** Email:

**********@***.***

System Support / Help Desk

Articulate trilingual professional with 9 years experience in Software and

Hardware support. Technically proficient both in production (POS) and end

user support within diverse industry such as Financial, Investment and

Accounting sector. Extremely reliable in completing projects within time

constraints. Excellent communicator fluent in English, Italian and French.

Goal oriented with outstanding honor role academic achievement track

record. Willing to travel.

CERTIFICATIONS

. A+

. Network+

. MCP

. MCSA

. CCNA, in progress

Experience

JP Morgan chase

Help Desk (Tier II)

(Contract) July 2009 - August 2009

. Involved in a large System integration project where Hardware and

Software for 800 Washington Mutual banks were converted to Chase

. Served as Tier Two technical support in helping sixteen Tier one

technicians during conversion

. Assisted onsite team leads in troubleshooting and rectifying technical

issues over the phone from a remote command center

. Supervised onsite technicians complete their daily task in accordance

with project milestones

. Took sole responsibility in overseeing a smooth integration of four

large high volume banks

. Set up a complete workstation to test peripherals that needed to be

replaced on integration day

. Removed old peripherals, PCs and wiped Hard drives

. Set up new workstations, verified their network connectivity and

reimaged them remotely and have them validated by the end user

. Followed up with client after conversion day and verified bank is

fully operational

Bank of America, Plano, Texas

System Analyst II

(Contract) April 2008 - April 2009

. Provided system support to 1400 branches

. Supported Bank of America proprietary loan originating and processing

application

. Worked remotely on end user computers to identify system errors

. Used PC Anywhere and Net Meeting to log into user workstation to

troubleshoot

. Utilized Remedy ticketing system and Lotus Sametime and Outlook

Exchange

. Isolated Hardware problems and escalated them to the proper support

team

. Acquired extensive knowledge of Mortgage Industry Policies and

Procedures

. Analyzed Clues (automated underwriting SW) report to resolve end user

error

. Reviewed underwriting program codes for complex automated underwriting

errors

. Examined rule violation errors by reviewing Mortgage Loan Program

Guide

. Installed and configured printers on windows based computers

. Built a knowledge base of call generating issues including workarounds

Telvista, Dallas, Texas

Help Desk Support (Tier II)

September 2001 -April 2008

. Identified tickets priority type and addressed them accordingly

. Updated tickets with ETA on complex problems

. Worked on windows 2000, XP home/professional and Vista Home

Premium/Ultimate

. Utilized Citrix to access different applications

. Isolated operating system problems from hardware ones

. Assisted end users in formatting new hard drives and installing

windows

. Performed system recovery when operating system failures are non

resolvable

. Installed, configured, imported/exported data file in Outlook and

Outlook Exchange

. Installed, configured Symantec and McAfee antivirus software

. Utilized antivirus software to remove viruses from Hard drives

. Assisted end user in setting up both wired and wireless internet

connection

. Used access software (Log Me In and Rescue) for hands on

troubleshooting

. Instructed end user to perform diagnostic steps over the phone and

chat sessions

Compusa, Dallas, Texas

Technical Support

November 2000 - May 2001

. Supported Anti Virus, Multi Media and MS office applications

. Researched and solved complex windows operating system problems

. Assisted Tier-1 technical support staff with escalated end user

problems

. Resolved PC and printer problems

. Documented cases according to company policy

Bank of America, Rockville, Maryland

Consumer Banker/Loan Officer

July 1998 - July 1999

. Advised customers with various bank products

. Originated mortgage loans

. Serviced and updated customers accounts

. Made high volume inbound and outbound phone calls

World Marketing Alliance Securities, Inc., Fairfax, Virginia

Marketing Director (series 66 licensed)

October 1995 - June 1998

. Assisted investors in analyzing various investment vehicles

. Advised clients on selecting different life and health insurance

products

. Set up pension plans for businesses

. Recruited new agents and prepared them for security license exam

Education

University of Maryland, College Park, Maryland

Bachelor of Arts, Economics, 1995

Honors and Awards:

. Dean's List, 1990 - 1993

. Maryland State Senatorial Scholarship, 1994 -1995

Computer Skills

. Hardware IBM PC Compatible

. Operating Systems Windows server '00/'03 and

98/ME/XP/Vista/win 7

. MS applications MS office 2000-2007

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