Service Professional Experience

TINA L. ADAMS

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

Richmond, VA 23225

Cell 804-***-****

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

PROFESSIONAL EXPERIENCE

Bell Techlogix. (Evicore) June 2016 to March 2017

Senior Service Desk Analyst – June 2016 to March 2017

Answering incoming customer calls for IT related issue with computers

Citrix based environment

Used remote agents software to service client computer issues

Used knowledge base articles for IT related issue

Trouble shoot Software, hardware for remote users

Used Cherwell for service ticket creation

Tracked tickets in Sharepoint for call back to user

Used Jabber to ask question or to get permission to Escalate Tickets

Worked with I3 Service Desk Tracking system to answer calls

Bell Techlogix. (Altria, U.S.A.) October 2007 – June 2016

IT Asset Management Analyst - October 2010 to June 2016

Fielding requests from customers via phone or email (disposal of Asset tracked equipment)

Monitoring call tracking tools for new tickets

Tracking ticket information in Service Now sand Remedy for Inventory updates

Updating ticket information in Service Now and Remedy

Classifying service types as Break-Fix, Deskside, Installation, etc.

Creating work orders in Asset Center and posting information into IBM and Bell Systems for Donations

Verify equipment is in correct user names or Shared area names

Physical Auditing of IT Assets

E-mailing required forms for Compliance

Coordinating Workstation Installations

Working the ITAM Mail boxes for Work station Request forms and Equipment request pick- up forms

Creating cases in Service Now for equipment pick-ups and workstation installs.

Service Now tracking of IT equipment, SCCM and Active Directory

Monthly SLA reports for onsite auditing of IT equipment from Service Now and Remedy

Weekly Inventory reports for 7 Locations sent from Deskside Technicians through excel Spread sheets

Bell Techlogix. (Altria, U.S.A.) October 2007 – Aug 2015

Senior Deskside Case Analyst - October 2007 to Aug 2015

Fielding requests from Remedy Ticketing System to Technical Staff

Monitoring call tracking tools for new tickets

Tracking ticket information in Service Now sand Remedy for Inventory updates

Updating ticket information in Remedy and Maximo

Classifying service tickets as Break-Fix, Deskside, Installation, etc.

Updating Remedy for compliance tickets to close

Coordinating equipment Pick-ups time and date

Creating cases for equipment pick-ups and workstation installs.

Monthly and Weekly SLA reports for auditing case completion from Service Now and Remedy

Other

Peregrine Asset Center, Maximo, Depo Works, Remedy, Service Now, Cherwell, Sharepoint, Bomgar Remote Assistance, VNC Viewer Remote Agent, Jabber (IM Software), I3 Service Desk Tracker

E D U C A T I O N

Rappahannock Community College - Associates in the Arts - Business Management

Warsaw, VA - August 2004 to June 2006

Berkley Business College - Associates in the Arts - Business Administration

Waldwick, NJ - October 1996 to September 1997

Integrated Office Systems - Bergen County Technical School

Teteboro, NJ - Diploma, June 1996

Certified CHAMP as of June 2013, Project for closing out and send equipment back to client. Equipment boxed up and sent back to client for closure of contract.

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