Customer Service Active Directory
Resume:
Jose M. Colon
*Monitor Street
Jersey City, NJ **304
****.*****@*****.***
Summary of Qualifications
As a team player I can deliver Enterprise level support which meet or exceed the satisfaction of clients. I provide
successful approaches to solving difficult problems while maintaining Service Level Agreements(SLA’s).
Work History
HHC (New York City Health & Hospitals Corporation)
New York, New York 10016 09/2010 – 02/2013
System Analyst
• Provide Level 1 Phone Support to all of NYC’s Health and Hospitals Corp.
• Logged an average of 50 to 60 calls or more on a daily basis
• Trouble shoot software issues for e-Commerce, Quadramed, Unity, GHX, & Active Directory
• Troubleshoot hardware and software issues for the entire corporation
• Troubleshoot via Remote desktop, and Dame Ware
• Resolve workstation and printer issues
• Install software remotely when required
• Write detailed informative tickets using Remedy ticketing system
• Assist with Novell GroupWise and Microsoft Outlook email issues
Jefferies & Company, Inc. 09/2003 - 10/2009
Jersey City, NJ 07311
Helpdesk Analyst
• Responsible for providing first level support for all end-users domestic and international
• Troubleshooting and resolving hardware, and software issues
• Escalated calls when appropriate
• Write detailed informative tickets using Remedy ticketing system
• Follow up on all tickets in a timely manner and follow through to resolution
• Installed/troubleshoot Citrix client and Web Access on end user machines for home access
• Troubleshoot and install OS on T-Mobile, AT&T, Verizon, and Sprint blackberry devices
• Added and Deleted users from Blackberry servers/BES, configure and/or wipe all blackberry devices as
needed
• Added or removed International features for blackberry devices
• Kept records of all blackberry devices firm wide domestic & International
• Added and removed end users from active directory, and reset active directory
• Aided in configuration of Cisco phones as needed. Reset voicemail and added lines to existing phones
• Assisted users with Lotus notes issues as appropriately
• Worked on special projects as detailed by upper management such as new Web Access points, RSA, and
Blackberry swaps
• Assisted Branch support for hardware swaps and reimaging of machines
Jefferies & Company, Inc.
Jersey City, NJ 07311
Technology Inventory Coordinator
• Responsible for receiving all purchased equipment
• Maintained appropriate inventory levels on all standard equipment
• Responsible for assessing equipment accuracy against the purchase order
• Responsible for initiating return procedures on inaccurate deliveries
• Responsible for shipping equipment out to appropriate personnel at various Jefferies offices
• Responsible for accurately entering shipping information into inventory tracking system
• Provide inventory reports to management as requested
• Answered all questions by vendors and users pertaining to inventory related issues
• Troubleshoot and installed OS on T-Mobile and AT&T blackberry phones
• Managed receiving and loading dock operations
• Trained and managed inventory teams within the firm
Cablevision 10/2002 – 04/2003
Newark, NJ 17103
Customer Service Representative/troubleshooting
• Responsible for troubleshooting and resolving technical issues that involves cable converters and optimum
online and cable modem
• Responsible for resolving customer account disputes. Provided accurate information to customer inquiries and
provided general information as requested by the customer
• Haveperformed well above service level agreements
• Handle approximately 200 calls per day with a 98% resolution rate
Certifications
ITIL v3 Certified
HDI Certified
References upon request
Contact this candidate