Miles Buchanan

**** ********* ****

Philadelphia, PA 19142

215-***-****

ac0bjz@r.postjobfree.com

High Point Solutions

Account Supervisor/Consultant/ IT Service Desk Representative 08/16 - Present

Ticket and Call handling, monitoring, and reporting:

Monitor status of ticket escalations to tier 2 support, clients, and other vendors. Drive escalated issues to timely resolution.

May be required to be a call taker during periods due to high call volume or shift schedules.

Documentation and Training:

Create and maintain client-specific documentation including supported hardware and application documentation, troubleshooting guides, processes and procedures, training materials, and administrative documentation.

Train help desk technicians on client-specific knowledge and processes with Windows 7, 8.1, and Win 10.

Create assessments to measure help desk knowledge.

Attend client knowledge transfer sessions and other training sessions to capture new and updated information.

Create and maintain client-specific knowledgebase content.

Reporting, Analysis, and Open Issue Review:

Conduct daily open issue review, and coordinate weekly open issue review conference call with client.

Prepare recurring and ad hoc reports. Analyze call and ticket data to identify trends.

Make recommendations where possible to resolve technical issues.

Make recommendations for help desk training and/or client user training needs and opportunities.

Maintain awareness of upcoming or potential client technical support issues, changes to business processes, and scheduled events that may impact call volume and service levels.

SAP 11/2015 – 08/2016

IT Service Desk Representative (Contract)

Provide technical phone support for internal SAP employees and contractors on Windows 7, 8.1, and Win 10 and Macbook Pro.

Trouble Ticket creation and monitoring

Hardware and software problem resolution in a timely and professional manner.

Troubleshooting techniques are required.

Timely escalation of unresolved problems.

Adherence to Service Desk policies and procedures.

Attend training and staff productivity meetings

University of Pennsylvania Hospital 03/2015 – 11/2015

Lead Technician & Lead Communications Specialist

Serves as a liaison between the Communications Department, Telecommunications Department, and the IT Department.

Responsible for repairing and troubleshooting a variety of IT equipment such as PCs, PC monitors, printers, copiers, and fax machines.

Responsible for the security of all IT equipment in the department.

Point of contact for external vendors and external IT and Telecommunications Personnel.

Responsible for updating all software and applications ex. Windows 7.

Responsible for updating all documents used by office personnel.

Creates office personnel work and break schedules.

University of Pennsylvania Hospital 01/2014 – 03/2015

Communications Specialist

The job consists of answering and facilitating incoming and outgoing calls.

Responds to information requests by locating appropriate telephone numbers, from computerize (Extend and TDS) Tracking System. Initiates and relays Emergency Pages, Stats, Code Calls, Operation Red Alerts, Trauma Stats, Anesthesia Stats, and Mass Casualties to designated personnel according to hospital policies and procedures: documents and log Answers Telephone Devices for Deaf (TDD) Able to Follows all hospital and departmental courtesy, respect, and patience to all patients.

University of Pennsylvania has 300 Clinical Care Practices: our department provide after hour answering services to those departments.

AmeriGas 07/2012 - 06/2013

National Accounts Representative

Participate in account strategy sessions and account reviews including management of accounts,

contract expiration, pricing, revenue and updating SOX files

Maintain contracts and enforce compliance by maintaining a database of contract dates

Ensure accurate billing of margin and non-propane items

Communicate with Operations on contractual obligations

Review account set up and provide solutions to customer activity

Retain and expand customer base

Create reports and documentation of customer account activity

Spearhead new account roll outs by gathering all pertinent information from the customer

Review purchase requisitions and verify proper account set up

AmeriGas 03/2011 - 7/2012

SAP Support Technician

Managed daily incident support tickets to work directly with end users to resolve incidents

Provided responsive and quality resolutions for incidents

Documented incident resolutions in IT Software Applications

Supported Training Team in identifying areas to improve communication, training and documentation to help reduce volume of incidents

Worked with SAP Analysts to identify potential system issues to help bring resolution

United National Group 9/2005 – 6/2011

Helpdesk Support Analyst

Responsibilities include field incoming help requests from end users via both telephone and e-mail in a courteous manner

Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue

Build rapport and elicit problem details from help desk customers

Prioritize and schedule problems, escalate problems (when required) to the appropriately experienced technician; record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to final resolution

Apply diagnostic utilities to aid in troubleshooting, access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution

Identify and learn appropriate software and hardware used and supported by the organization

Receive and respond to incoming calls, pages, and/or e-mails regarding PC and/or hardware problems

Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing manual file backups, and configuring systems (Win 7) and applications

Install anti-virus software

Support development and implementation of new computer projects and new hardware installations

Able to respond to 65 or 70 request a day. Also able to resolve 85% of calls answered.

Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals

The majority of this position consists of being the central dispatch for our Help Desk and performing duties listed above, such as unlocking of accounts, initial trouble shooting sessions, documentation of calls, follow-up service calls and help desk performance analysis

Vertex Inc. 10/1998 – 9/2005

Software Support Analyst

Support and train Customers on products such as Quantum Returns and Rate Locator. Walk Customers through step by step full installations and product updates that are put out

Respond to Customer calls to resolve complex technical issues surrounding Vertex Inc.'s products under the Service Level Agreement

Record Customer issues and resolutions into the Oracle database call tracking system for faster resolutions in the future. Update the call tracking database. Research FAQ’s to resolve Customer issues in a timely manner

Escalate calls to the proper group when necessary using the proper severity level.

Respond to Customer requests for Vertex Inc.'s software and documentation via email through Lotus Notes, mail, or fax

Perform administrative support activities for Customer and Product Support Team Leaders, Managers and Specialists. Consistently meeting and exceeding expectations and commitments to both internal and external Customers by solving Customer problems quickly and effectively and by seeking ways to improve the value of Vertex Inc. products and services

Completing tasks in a timely manner and consistently meeting personal commitments to Customers and Management

EDUCATION:

Computer Learning Center 7/1997 - 10/1998

Systems Associates Degree in Computer Electronics Technology

COMPUTER SKILLS:

Proficient with: Microsoft Applications: 2010 Word, Excel, Access and Outlook, Desktop Operating Systems, XP, ITSM, Windows 7, 8.1, Win 10, Mac book Pro, Image laptops and desktops through Landesk, use Landesk to locate user’s desktops and laptops, also use Landesk connect to user’s computers. SeviceDesk Pro, and SNOW. I have 20 years’ experience with ERP, Financial, Medical, IT, and network applications.

Knowledge of: Diagnostic Utilities, Ping, Tracer, DOS, Citrix, Blackberry Support, Daimware

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