Customer Service Desktop Support

Katherine M. Anstead

330-***-**** – ***********@*******.***

SUMMARY

The “go-to” end user technology support professional. Strong understanding and application of end user technology that positively impacts achieving daily business tasks and overall corporate goals. Excellent and appropriate communication and leadership skills at all levels of an organization. Process and procedure driven with outstanding project management, documentation, and organizational skills. The requested resource for the ability to quickly understand the problem, tackle it, and provide exceptional follow-through and follow-up.

PROFESSIONAL EXPERIENCE

Stefanini – Contract at Southern Glazers Wine and Spirits

Sr. Incident Controller Specialist December 2017 – November 2018

As the Incident Controller (IC), I facilitate the ITIL Service Lifecycle by ensuring tickets are managed in a timely fashion through real-time incident monitoring and regular reporting. In my role as Incident Controller, I add value to the ITIL Incident Management process by:

Overseeing the lifecycle of all open incidents/requests in order to communicate issues or potential issues with vendors, clients and associated technicians and leadership resources.

Detect and prevent SLA and/or KPI breaches for 94 Queues (20,000+ users). Provide Data and Reporting of KPI’s and trends to Management.

Create, monitor, and report client service metrics, such as first call resolution, SLA’s, KPI’s, time-to-answer

Communicate changes and issues in the environment which may affect service desk and deskside incident volume

Ensure adherence to quality standards.

Conduct project meetings and maintain consistent status reporting on delivery schedule progress

Electronic Merchant Systems, Independence, OH

Desktop Support Technician January 2015 – December 2017

(Contract through Exodus Integrity Services) (January 2015 – August 2015)

Providing first, second, and third level information technology support for over 300 users. Leading the ongoing PCI compliance initiative for this industry regulated business. Managing and completing additional assignments and projects when not supporting end users:

Project Manager - Windows XP to Windows 7 upgrade; Windows 7 to Windows 10 upgrade; for over 300 desktop/laptop systems

Microsoft Audit Liaison– Ongoing Software license compliance

Policy/Procedures creation as they relate to LEAN efficiencies within IT and HR departments

Reports administrator for Resolve Systems incident management software

LanDesk Administrator – Patch management; remote control access; Antivirus

Corporate Security Awareness - Team Leader

Active Directory and Microsoft Exchange account creation

Responsible for project related hardware and software procurement.

Katherine M. Anstead

330-***-**** – ***********@*******.***

Stefanini – Contract at Swagelok, Solon, OH

Deskside Technician – Account Liaison January 2013 – December 2014

Provide Second Level Support for over 300 users and over 500 desktops/laptops. Account Liaison between 11 Stefanini Service Desk Individuals and 8 Swagelok Deskside Technicians.

Creation of Policies and Procedures that are currently being used by all Deskside Technicians and Service Desk Individuals.

Develop training materials for new Deskside Technicians and training of end-users either one-on-one or in classroom environment.

Use Microsoft SCCM to push software patches and upgrades to desktop and laptop computers, and to verify that the patches and upgrades were successfully installed.

Coordinate with IT Security Administrator to pull infected machines off of the network, and to analyze, clean, or reimage the machines as directed.

Utilize Microsoft Active Directory for adds, changes, or deletions of users

Diagnose and resolve problems related to hardware, software, or operator error, and resolve or repair

Perform root cause analysis/resolution and create all supporting documentation.

Project Management over WIN7 Deployment.

Coordinate and develop detailed work plans, schedules, infrastructure components estimates, resource plans and status reports.

EZ Energy, USA, Seven Hills, OH

Helpdesk/Field Support Technician February 2012 – October 2012

Provide first and second level technical support for 72 convenience stores (AM/PM, EasyTrip, BP) in Ohio and Western Pennsylvania. Primary technical expert for all internal store support staff and all store employees and managers. Environment consists of Windows based systems running the XP and Windows 7 operating systems; Ruby/Verifone and Retalix registers; pin-pads; receipt printers; handheld scanners; and Back Office computer connection to the registers.

Create a service oriented first impression of the IT Department by promptly responding to end users requests for computer/technology issue resolution

Perform hands-on fixes at the desktop level including installation and upgrading of software/hardware, using imaging software, implement file backups, and the configuring of systems and applications.

Establish the daily monitoring of open tickets, weekly productivity and trends

Assist IT Leadership in planning, organizing, and controlling projects associated with the development installation, testing and implementation of systems.

Assist IT Leadership in performing mid-level system utilization and cost analysis of existing, proposed and new equipment configurations

Monitor equipment usage, receive invoices from vendors, verify charges and process for payment

Coordinate required resources to resolve all disruptions in system service

Responsible for project related hardware and software procurement.

Katherine M. Anstead

330-***-**** – ***********@*******.***

Parma Community General Hospital, Parma, OH

PC Support Analyst August 2011 – February 2012

Responsible for all levels of desktop system support, including all applications (Meditech as primary system) in this 2,000 user healthcare facility.

Visium Resources – Contract at Cleveland Clinic Main Campus

Rounder May 2011 – August 2011

Rounding Project - Part of a small preventative maintenance program to service up to 1,200 PC’s and printers used on the floors of the hospital in order to correct issues before a ticket is called in the Heart and Vascular Institute.

Harris InfoSource, Twinsburg, OH

Desktop Support Analyst 2008 – 2010

(Contract through Kforce) (2008-2009)

Provide first and second level support averaging 50 calls per day on over 250 workstations/laptops. Assist Network Team on various LAN and WAN projects.

EDUCATION

University of Akron – Computer Programming 1986-1988

MCSE/Classes – Software Answers 2006-2007

Keywords

Hardware: PC/Workstations, Laptops, Tape Backup Drives, Printers, Tablets

Software: Microsoft Windows (10, 8, 7) Microsoft Exchange Server (2010, 2007, 2003), Office 365, Microsoft Office (2013, 2010,2007), Active Directory, Group Policy, Sharepoint, Microsoft & Cisco VPN, Symantec Antivirus, Kaspersky, Commvault Backup, Avaya IP Office,CA Technologies, Cisco Director, LanDesk Management Suite, Genesys,

Devices: iPhone, iPad, Android,

Services: End-User Support, Customer Service, Team Leadership, Project Management, Account Liaison, Technology Liaison, ITIL, Service Desk

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