Customer Service Technical Support

Professional Profile

A highly motivated professional in system support and providing first and second level support for servers, systems, internal and external customers. Experience with IT Operations Enterprise Incident Management process.

Expertise includes:

10 + Years of experience in a Technical Support and Service Desk Analyst

Worked with Service Desk ticketing tool for Incident and Service Requests

Point of Technical escalation for 24/7 support for servers and systems

Excellent customer service and technical support experience

Proficiency in ITIL change, incident, and problem processes

Technical Skills & Knowledge

Operating System: AIX 6.1, Solaris 10, Windows 7

Automation Tools: Autosys, Tumbleweed, Workload

Web Application Monitoring Sitescope, HP BAC, WhatsUp, CA Autosys job scheduler

Access Management: Active Directory, Outlook 2010, Cisco VPN

Database Queries Oracle DB, MS SQL

Remote Administration: VNC, RDP, RADMIN

Network Protocols: DHCP, DNS, FTP, SFTP, HTTPS, SSH, TCP, PING

Hardware: Cisco Switches, Routers

Responsible for the facilitation and engaging of all Technical Expertise on a Technical bridge to resolve incidents in accordance to meeting SLA (Service Level Agreement)

Monitored, tracked incidents using a ticket management system and escalated all tickets and ensuring SLA's were not breached

Professional Summary

Saint Elizabeth Health Care

Technical Support Dec 14 – Sep 15

Deployment and configuration support for office hardware and software, OS, Microsoft Office suites, Outlook, printers, mobility units (Blackberry & Samsung Tablet ) and collaboration tools.

Field incoming requests to the Helpdesk via telephone, e-mail, web and in person requests to ensure courteous, timely and effective resolution of end user issues.

Managed account unlocks, password resets for Active Directory, Celltrak, Medshare & HPG Portal.

Provided LAN support: Windows, Outlook, Exchange Server and Enterprise Vault.

Create, update and resolve incidents using a GIVA ticketing tool within timely manner meeting SLA requirements.

Provide Remote-Assistance through GoToMeeting Software

Install anti-virus software and ensure virus definitions are up-to-date.

Resolve a broad range of queries such as password resets, hardware errors and application queries on a daily basis.

Prepare loaner laptops and projector for users package intake and inventory management.

Re-image laptops and work with Active Directory Support BB devices on Blackberry Enterprise Server.

Troubleshooting hardware/software issues with Saint Elizabeth employees over the telephone and connecting remotely to their workstations when required.

D+H

Technical Support Analyst July 04 – June 14

Monitored, prioritized, and resolved production support incident tickets in a high-volume, fast-paced queue in a timely manner. Implemented permanent solutions to avoid future incidents when possible.

Provided LAN support: Windows, Active directory, Novel and Unix accounts creation, Setting up RSA (Token) account for VPN access, setting up Cisco profiles for Cisco phones and Mercom accounts for call recording.

Provided first and second line support via in-person, email and phone.

Created, updated and resolved tickets within timely manner meeting SLA requirements

Managed Active Directory (password resets, assigning groups, permissions, account administration, account creation/deletion)

Created Knowledge Base Documents and Basic Troubleshooting Guide

Administered eHealth and SiteScope applications for monitoring Network bandwidth, availability, server failure, reachability, disk capacity, web site availability, response time (network monitor tool).

Upgraded software and maintained licenses to ensure audit compliance.

Created and maintained all process & procedure documents and ensured they were clear, concise, up-to-date, and adhered to audit controls.

Created Root Cause Analysis (RCA) report as per Problem Management process

Provided on rotational pager support for servers and other critical production systems

Education and Certificates

Microsoft Desktop Support Technician (MCDST) certification 2010

Comprehensive Introduction to Networking 2009

ITIL Foundation Certificate 2005

Bachelor of Science in Computer Information System 1995

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