Support Technical
Resume:
Nersi Danialinia
*** **** ***. ***** ***** NY. **960
Voice: 845-***-**** Email: *****.**********@*****.***
Education, Certification /Training
**** ***** ********* *********** *********** EXIN
2009 ITIL V3
2005 Associate Degree in COMPUTER SUPPORT SYSTEMS
State University of New York -Rockland.
Professional Summary
I meet all requirements for immediate employment in the United States and hold a valid
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US Permanent Resident Card - experienced working for US corporations.
Technical professional who thrives on tackling fundamental IT support aligned with managing
risk, controlling costs and courteous service to clients and customers. I enjoy working in a team
with top management, providing leadership to diverse, functional groups, and growing
individual team members to their utmost potential. I thrive and demonstrate the greatest value to
an organization where there is ambiguity and a touch of chaos, bringing clarity, action and
reason to reach business objectives decisively. I speak English, French and Farsi.
Professional Experience
Econocom-Osiatis
08/06-02/15
Fondation Nationale des Sciences Politiques, Sciences PO University Paris
Campus.
Information Technology Support Technican\HelpDesk
During my 9 year tenure with this firm, I was hand-Selected in 2010 to mature and streamline
IT support for newly expanded division to serve a prestigous clientele base which would align
with an Ivy League university in the United States. My calm and professional demeanor aligned
with an understanding of the urgency of support for these clients were the basis of this
promotion. Within France, opportunities for upward mobility are limited and dedication and
commitment to a company are highly regarded.
Matured and streamlined an existing support division to provide a single
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point of contact for clientele.
Developed process improvement initiatives to reduce ticket resolution
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times aimed at ensuring service level agreements are accurately defined and met.
Define standards and principals to the on-boarding process to facilitate
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effective workflow realizing operational efficiency in the process.
Participated in weekly\monthly meetings to analyze support metrics
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resulting in quality and productivity improvements.
Documented standards and procedures to ensure concise and repeatable
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world class support structure.
Advanced asset management solutions to align systems and software audit
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capability.
Cultivated a process to ensure tickets were categorized and addressed on
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priority enhancing an outdated first-in first out approach.
Participated in all technical aspects of configuation and break-fix
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regarding deployments, upgrades, and peripheral components for Windows and
Macintosh\Apple systems.
Devloped a project management triage process based on criticalilty,
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resource availability and value to the organization.
Mentored and trained staff on all new IT initatives and technolgoies and
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acted as the subject matter expert on the team.
Mentored and trained customers on new cloud technology practices
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replacing on prem storage solutions.
Econocom-Osiatis
09/06-02/10
ESSEC Business School, Cérgy and Paris Campus France.
Provided helpdesk\technical support for the following software ( Included
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but not limted to)
Microsoft Windows, Microsoft Office, VPN technologies CISCO,
AntiVirus, Instant Messaging, Macintosh\Windows
Delivered technical support for desktop/laptop hardware and software
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installations
Maintained IT hardware inventory (laptop/desktop, spare parts)
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maintenance.
Attended and actively participated in local QA ticket review meeting on a
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monthly basis.
Triaged all requests that were not immediately resolvable. Dispatched
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tickets to higher tier support personnel as necessary.
Handled multiple and varied requests under pressure
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Epicor Software Retail Solutions
07/05-05/06
Newburgh, New York
Helpdesk specialist I
Responded to end user requests for support via telephone for hardware,
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software and procedural related issues during migration stores system to
Windows XP.
Assisted with store systems installations of new technologies.
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Resolved immediate issue and escalated non-resolved issues in
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accordance to escalation procedure.
Additional responsibilities- Ability to document if required
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References
Ms. Sheryl Hanchar
Director of Information Security
Broadcom Corporation
Irvine California.
******.*******@*****.***
Contact this candidate