Customer Service Help Desk
Resume:
Kenny Hardy
Linden, NJ *7036
**********@***.***
Summary: IT professional with experience in all aspects of internet
development, and additional professional experience in treasury operations.
Specific technical experience includes experience in project management,
quality assurance testing, and all aspects of financial and treasury
management. Proficient skills in MS Word, Excel, Access, Outlook,
Deltaview, Interwoven, Docs Open, DTE, Citrix IC Client, Citrix Go to
Assist,Teamviewer, VPN, Ras, Lotus Notes, Fed Wire and Chips, and
Information Security NT, Unix, UML,. Manage people in three different
regions out the world.
Professional Experience:
FMG Group 10/07 - Present
Helpdesk Analyst
Providing user with remote assistance with various issue with their
computer install, removing virus, etc.
Provided Helpdesk support to end users on various applications, including
MS Word 2003, MS Excel 2003, operating systems (Win XP, Win NT and Win 98),
MS Outlook 2003, Docs Open, Internet
Knowledgeable of security controls and standards knowledge of security
access and monitoring background in RACF and Active Directory Database
Access Windows Access exception processing an understanding of information
security, privacy and audit.
Troubleshoot and resolve 75% of software, hardware, printer and network
issues before escalation.
White & Case LLP. New York, NY 10/06 - 10/07
Helpdesk Analyst
Provided Helpdesk support to end users on various applications, including
MS Word 2003, MS Excel 2003, operating systems (Win XP, Win NT and Win 98),
MS Outlook 2003, Docs Open, Internet, Intranet, DeltaView, DTE for Windows,
Adobe Acrobat Writer 7.1, and Full Authority.
Responded to telephone calls, e-mail and voice mail request for technical
support.
Maintained recordkeeping by logging calls into the help desk database
application, Unicenter Service Plus.
Provided Blackberry support.
Configured laptops and support remote using Citrix/Extranet.
Provided one-on-one training to all new helpdesk employees.
Provided level 1 and 2 computer & applications support, training for users
& liaise with Systems Support staff & local Help staff in remote offices.
Reset user's password and disable account, add modify, delete account on
Active Directory.
Lotus Notes support for over 3500+ users** systems (local and remote)
including but not limited to configuration, archive issues, remote
replication.
Create simple script and agents in Lotus Notes for user utilization and
convenience in everyday tasks calendaring, and iNotes webmail issues.
Troubleshoot user issues using best practices, internal tools, standard
troubleshooting techniques and external resources.
Troubleshoot and resolve 90% of software, hardware, printer and network
issues before escalation.
Log, monitor, and follow-up help desk calls in Unicenter Service Plus call
tracking system, creating accurate, succinct entries and escalating when
necessary to produce end-user satisfaction.
Analyze and resolve problems according to shifting priorities, time frames
and resources, as well as documenting resolutions in call tracking system
and communicating such to appropriate personnel (team, department, and
clients where applicable).
Assess and prioritize technical requests using IS operational strategies.
Communicate answers to technical requests in a tactful and concise manner.
Publish appropriate issue resolutions to IS knowledge base.
Participate in internal meetings with help desk team. Be prepared to
discuss status of projects and current issues.
Assist in the collection of data for identifying user requirements, which
may result in future system development or training.
Provide the computer/legal industry and help desks in particular.
Responsible for recognizing trends in calls and communicating to team leads
and managers.
Conscious of methods to reduce call volume and communicate such.
Part of after hour's rotation, providing 24x7 technical supports for the
firm.
Cover up to one "soft" holiday per calendar year.
Provide terminal Services, RAS, and Citrix Met frame.
Provide VPN (setup, configuration, troubleshooting).
Provide BlackBerry handhelds (setup, config, troubleshooting).
Provide Safeboot recovery for users.
Ion Inc., New York, NY 08/02 - 04/06
Helpdesk
Provide desktop technology support via phone and at customer's desk
Assist in creating complex technical documents including user guides,
manuals, bulletins,
publications, training manuals, process documentations, workflows, and
special reports by interviewing content sources.
Assisting dispatch when necessary, and monitor the help desk mailbox, log
all valid issues as tickets in the helpdesk automated tracking system.
Identify, analyze, and resolve or escalate problems according to priorities
and in compliance with established service level agreement. Ensure all
documents are reviewed and proofread prior to delivery.
Participate in the development and maintenance of an on-line help desk
intranet site and knowledge base containing information on standards,
procedures, policies, new technology, FAQs, and technical hints and tips.
Assist in defining or improving technical service procedures help desk
workflow procedures and operating level agreements.
Participate in corporate wide technology implementation
Maintain and increase technical knowledge
Assist with special projects
Perform support to the corporate website call Citidirect
Perform testing and writing test script in QA and UAT in environments for
Citidirect
Experience with Windows XP and Windows 2000/2003 Server
Microsoft based software. i.e Office 2003
Installing network printers
Troubleshooting of all aspect of the desktop
Perform back-ups with Symantec software
Troubleshoot desktops remotely for employees at different locations
Citibank N.A, New York, NY 04/98 - 08/02
Helpdesk
Provide desktop technology support via phone and at customer's desk
Assist in creating complex technical documents including user guides,
manuals, bulletins,
publications, training manuals, process documentations, workflows, and
special reports by interviewing content sources.
Knowledgeable of security controls and standards knowledge of security
access and monitoring background in RACF and Active Directory Database
Access Windows Access exception processing an understanding of information
security, privacy and audit.
Assisting dispatch when necessary, and monitor the help desk mailbox, log
all valid issues as tickets in the Helpdesk automated tracking system.
Identify, analyze, and resolve or
escalate problems according to priorities and in compliance with
established service level agreement. Ensure all documents are reviewed and
proofread prior to delivery.
Participate in the development and maintenance of an on-line help desk
intranet site and knowledge base containing information on standards,
procedures, policies, new technology, FAQs, and technical hints and tips.
Assist in defining or improving technical service procedures help desk
workflow procedures and operating level agreements.
Participate in corporate wide technology implementation
Maintain and increase technical knowledge
Assist with special projects
Perform support to the corporate website call Citidirect
Perform testing and writing test script in QA and UAT in environments for
Citidirect.
Experience with Windows XP and Windows 2000/2003 Server
Microsoft based software. i.e. Office 2003
Installing network printers
Troubleshooting of all aspect of the desktop
Perform back-ups with Symantec software
Troubleshoot desktops remotely for employees at different locations
Experience with sub-netting, DHCP, Routing, Firewall
Configured employees email account
Assist other technicians, providing back up as needed
Proficient in troubleshooting and problem analysis for PC's and software
Excellent interpersonal and customer service skills
[pic]Strive for a "first call resolution" in all supported areas above 80%.
Strive for Level I call resolution above 85%.
Displays good analysis and problem solving skills, accurately analyzing a
situation and utilizes creative problem solving.
Provides initial diagnosis of computer related software and hardware issues
and instructs clients how to resolve computer related issues.
Citibank N.A, New York, NY 07/84 - 04/98
Treasury Operations Manager of Corporate Trust
Organize all aspects of cash activity on a daily basis. Interact with banks
and brokers concerning wire transfers.
Identify opportunities to improve transaction processing and played a key
role in new product development.
Develop and test new settlement system that will encompass all functions
performed in the settlement process.
Perform various DDA and security trade transactions through various
depositories (i.e. DTC, FED, FRB etc.) for brokers and bank customers.
QA Treasury operation associates daily transactions, and resolve any
discrepancies with clients, without financial exposure to the bank.
Plan and direct budgets, goals, and business objectives.
Monitor treasury operations associates' performance and productivity.
Provide assistance to treasury operation associates to resolve any complex
transaction issues
Improves business processes by collaborating with clients, colleagues, and
other internal functional teams.
Education:
New York Institute of Technology, New York, NY 07/1985
Associates of Science in Computer Science
Gartner Learning Group
NT Networking Administration
Coursework included: Studying NT Workstation 4.0, Network essential,
Implementing and Supporting Microsoft Windows NT Server 4.0, Internetwork
Microsoft TCP/IP on Windows NT.
Contact this candidate