~ IT HELP DESK ~

Qualifications Profile

Solutions-oriented, organized, and technically inclined professional, offering wide-ranging experience in information technology help desk and network support; complemented with excellent military background. Armed with strong adeptness in telecommunication systems, data assets, disaster recovery, data access and security, and ticket tracking. Equipped with expertise in minimizing downtime and handling business continuity through diagnostics and troubleshooting skills. Highly capable of accomplishing prioritized duties and responsibilities within strict deadlines. Articulate communicator, with ability to maintain relationships with diverse levels of individuals, including internal customers.

Areas of Expertise

Strategic Planning and Implementation ~ Project and Change Management

Risk and Root Cause Analysis ~ One-Stop Service Solutions ~ Data Collection and Assessment

Continuous Quality Improvement ~ Process Optimization

Professional Experience

ENT and Allergy, Tarrytown, NY

Help Desk Technician Tier 1 2018–Present

Serve as primary point of contact and support for laboratory technician through VPN software, emails, phone calls, and ticketing system; as well as for vendors and manufacturers for repairs and quotations on equipment

Assume full responsibility in purchasing all IT equipment for the department and all 44 offices

Perform tasks in tracking, updating, and closing all tickets using ConnectWise ticketing software

Demonstrate conflict resolution skills by prioritizing all issues, collecting necessary information, and escalating them to proper team member

Render support in dealing with Windows 7 and 10, Next Gen, Phreesia pads, Microsoft Office, and printers; setting up emails on cellphone; and troubleshooting all software and hardware issues

Address 30 to 40 tickets on a daily basis using the ConnectWise ticket system with thorough details of inquiry, resolution, and instructions of the issue

Manage submission of 15 purchase order weekly in eRequester application, while guaranteeing accuracy of account codes entered for billing together with the reason for purchase

Exhibit multitasking ability in closing tickets on a daily, weekly, and overall within the company

Kforce (Swiss Re), Armonk, NY

Service Desk Agent, Contract 2017

Carried out submission of an average of 35 to 45 tickets daily into ServiceNow ticketing system to process all inquiries with account and detailed work notes of performed actions, along with instructions provided to clients and with continuous follow-up

Developed one-stop service solutions including password reset, file restoration, and Microsoft Office application repair to lessen downtime of the client or to properly assign to Support Team

Made contributions to the efficiency of the Contact One Service Desk staff and operations

Made use of ServiceNow (SNOW) ticket system to encode, transfer, and resolve all incoming tickets

Supported a large global user community through telephone communication with end users

Applied comprehensive skills in diagnosing and troubleshooting system issues, as well as recording information from tickets and resolutions

Executed root cause and risk analysis in minimizing trouble calls

Capitalized on providing one-stop service solutions and establishing client-centered partnerships through the community, and aligning individual efforts with in-depth strategic objectives

Helped with continuous quality improvement by utilizing client feedback

Tri-State Distribution, Tarrytown, NY

Help Desk Support, Contract 2016–2017

Delivered first-rate technical support to a large user community

Fulfilled various administrative support functions for circulation manager, which included daily and weekly reports, vendors invoicing, and vendor orders or billing review while focusing on details and accuracy

Acted as main vendor liaison for the rapid resolution of issues

B.O.C.E.S., Harrison, NY

Help Desk Technician Customer Support, Contract 2016

Rendered efficient technical support to more than 7,000 users within a high-traffic environment

Drove efficiency through the following initiatives:

–Active Directory and Exchange Management console to Citrix

–ServiceNow ticketing system to monitor, finish, assign, and close tickets;

–Data collection, analysis, and trends to classify and assess trouble calls by taking the proactive over reactive approach in solving problems; and

–Feedback and analytics as baseline to attain continuous quality advancement

Rendered one-stop service to decrease downtime by providing network support to over 32 school districts

Facilitated weekly backups for all servers in the district for disaster recovery and continuous planning

Administered each user access privileges within the application as being advised by the designated school district’s security managers

Provided support to users with regard to application issues and step-by-step instructions in resolving them

Took charge of conducting one-on-one training to users over the phone or in person

Developed strong collaborative partnerships with clients to retain long-term loyalty

Restructured workflows and processes toward provision of on-time service and communication

United States Marine Corps, Various Locations

Telecommunications Systems Manager Data Systems Support, San Diego, CA

Non-Compliance Officer, Camp Pendleton, CA MCAS Miramar, CA 2004–2013

Supervised more than 200 employees through one-stop timely solutions

Held responsibility in configuring, managing, and supporting BlackBerry devices for over 100 users

Monitored the completion of 500 trouble tickets for both telecommunications and data services using Remedy Ticketing System

Took charge of developing, planning, and supervising the execution of telecommunications plans environments and over 20 major training exercises

Oversaw inventories of telecommunication and data assets worth more than $10M with 100% accuracy

Technical Skills

Microsoft Office Suite iPhone Virtual Network Computing (VNC) McAfee Citrix

Active Directory/Exchange Management Service Now (SNOW) Ticketing System

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