Customer Service Information Technology

Sylvester Jones

Information Technology Support Analyst

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

Experience

IT Helpdesk Support Analyst at Aetna

**** - ******* (6 years)

•1st level support for Aetna's workstations via the telephone and remote control, when needed

•Troubleshoot desktop, VPN (virtual private network) remote connectivity issues, software installations, and

password resets

•Virtual machine issue resolution using Desktop Director and VSphere

•Work with other internal support organizations within Information Services to achieve departmental goals

and meet customer service level agreements

•Manage administrative processes (asset, change, and problem management) to meet departmental objectives

•Train newly hired staff members

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Sylvester Jones

Information Technology Support Analyst

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

Contact Sylvester on LinkedIn

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