Desktop Support Service
Resume:
Barbara J. Goodman
Florham Park, NJ 07932
Mobile # 201-***-****
E-mail: *******.******.*******@*****.***
Linkedin Profile: linkedin.com/in/barbara-g-1a6a1b18
AREAS OF EXPERTISE AND PROFESSIONAL STRENGTH
• Experience in troubleshooting hardware and software issues.
• Successful training in the use of hardware and software techniques.
• Experience in researching, implementing new technology, system documentation
• Excellent collaboration skills between NOC, LECs and service providers/carriers
• Proficient in MS WIN 7/10, MS Office Suite 2013/2016
• Skilled in Active Directory
• Adept in developing new technologies and training staff in their use.
WORK EXPERIENCE:
Partners Pharmacy, Springfield, NJ Apr. – 2019 - Present
Lead Helpdesk Anaylst
●Provided technical leadership and coordination with all Partners Pharmacy IT Service Desk personnel
●Develop and demonstrate an understanding of customer and business needs
● Resolve escalated customer and vendor issues
●Maintain 100% customer resolution and satisfaction for all issues
●Resolve daily issues of a complex scope that impact the team and overall business objectives
●Oversee and establish best practices for the way the team monitors, prioritizes, and assigns tickets
●Provide support to the user community by working on trouble tickets from the Help Desk and communicating with users via email, telephone, or in person
KYYBA, INC., BASF, Florham Park, NJ Jul. 2018- Mar. 2019
Mobile Phone Administrator
●Provided end- user support for Android and iPhone activation and email setup on phones
●Performed troubleshooting on iPhones and Androids
●Worked with Excel spreadsheets for rollout of 7,000 mobile phones (main resource for user list to order tracked and kept up to date)
●Handled BASF system (gAHD) request and incident tickets
●Ordered phones and accessories through vendor portals
●Coordinated the shipping of phone orders, tracking phone orders, handle escalations and questions about shipping and tracking
●Sent emails with delivery and activation instructions to end users
●Updated new equipment in BASF Billing system
●Provided training for IMEI updates into (gAHD) ticketing system
●Provided support to 2000-3000 end-users nationally
The Specialist LLC, Realogy, Madison, NJ Jan. 2018- Jul. 2018
Helpdesk Support Specialist
●Managed incoming calls and user service inquiries, in a friendly and courtesy manner
●Directed and/or routed customer calls to appropriate personnel for assistance and escalation
●Maintained procedures and processes for first- level problem determination
●Utilized Active Directory – login / password resets
●Supported Windows 7/10 Migration
●Supported Office 365
●Used Remedy Ticketing System to track internal problems and customer reported issues
●Provided support for 35-50 end-users a day
●Provided remote assistance and troubleshooting with the use of TeamViewer software
●Worked on troubleshooting internal applications, OS installations, and system upgrades
Verizon Wireless, Bedminster, NJ Nov. 2011- Apr. 2017 Independent Contractor, then promoted to Network Repair Bureau Technician
●Analyzed and resolved technical problems in the Verizon Wireless network
●Used architecture and composition of complex wireless voice and data networks
●Performed Troubleshooting and resolved service impairments related to:
Roaming (domestic and international)
Transport Services (LEC, Long distance)
Network Hardware & Software Faults (both switch and cell)
Translations
Voice and Data Network Elements
●Isolated and resolved wireless voice and data faults including:
Correlated customer complaints with network element performance to resolve service-impacting conditions
Drove troubles to resolution by engaging internal and external resources, such as Cell and NOC Technicians, System Performance Engineers, Maintenance Engineering Staff as well as equipment vendors and service providers
Provided accurate and timely documentation of actions taken
Worked with data network elements and protocols including: TCP/IP, MPLS, OSI, Frame relay, Iris, Cosmo Traces, ISDN, SS7, other LAN/WAN protocols
City of Jersey City, Division of Information Technology, Jersey City, NJ Aug. 2005- Jun. 2011
Helpdesk Analyst
●Aided all City users in the area of IT problems and requests for service with the user of Track-It [Numara] ticketing system
●Responsible for setting up Audio/ Video Conferences
●Participated in installation of and conversion to new technologies
●Provided primary support for the Financial System, Purchasing Division, and Health Benefits Manager
Phone Support
Remote Desktop Support
Problem Determination
Setting up, as well as, de-activating users
●Sole responsibility for City Fixed Asset, Accounts and Control, and Purchasing Division technical support
●Support contact for Contractor’s MS/Access database for the Business Administrator’s Office
●Assisted with deployment of hardware and software (installation, configuration, running, testing)
●Re-imaged, setup, and performed troubleshooting on Laptops and Desktops (IBM, Dell, HP, Apple)
EDUCATION:
Felician University, New Jersey 2016
Masters of Arts Degree; Major: Counseling Psychology
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