Service Customer

Objective

To provide high-level support to client services and supported applications at an engineering level. Currently working for a large enterprise environment that has provided service excellence to television and entertainment groups. Experience with client system deployment and implementation. Being an actively positive leader with a strong helping mentality. I wish to bring experience with development and process improvement techniques.

Work Experience

Turner Techtronic INC.

Fox Entertainment

Fox Service Desk Agent. II Level

12/2015 – Current

Full-Time, Contracted

• Provided Level II, support to FOX Entertainment and affiliated groups.

• Registered 14,000 new incidents within a ticketing system within one year.

• Communicated with 1,300 unique individuals and held a customer satisfaction rating of 4.89 out of 5 over the course of a year.

• Resolved over 3500 Incidents within the service desk queue.

• Averaged a 65% over all daily average for a team of 12 – 14 members over a course of a year.

• Service record of excellence service for daily updating of Incidents and resolution times. Example: average on call time - 9 Minutes.

• Provided remote service assistance, For windows OS and MAC OSX.

• provided updated knowledge base information for desktop performance and OSX performance.

• Maintained software installation processes by updating information with the latest updated information or department specific changes.

• Identifying and resolving basic wired and wireless network connectivity issues.

• Mobile device support for 2AF DUO, Email and app support.

• Client Application Support Category 1; PolyComm Video Conference SW, Lotus Sametime, Adobe CC Suite, MS Office Suite, MS Visio, MS Project and File Maker Pro.

• Application Support Category 2; AutoSys Server, Avaya Site Administration, Backup Exec, Business Objects Reporting - Share app Systems, Crystal Enterprise, eRoom, Gateworks, IBM AS400 Client Access EXPRESS, SharePoint 2003 & 2007, WebSense Data Security Suite, Polycom Visual Communications.

Turner Techtronic INC.

Warner Brothers Entertainment.

Senior Workplace Support Analyst, Workplace Support Services

10/2014 – 12/2015

Full-Time, Contracted

• Senior Workplace Support Analyst, lead a team of three for Imaging systems across Warner Brothers Entertainment located in Burbank Ca.

• Recorded over 3000 Systems Deployments and Re-Imaging Requests.

• Responsible for all equipment within the IT Department and Managed Warner Brothers Property Buildings.

• Created MDT images for SCCM and provided service updates as needed.

• Imaging Included MAC OSX and windows OS systems, with limited windows Point of Sales system.

• Maintained a detailed deployment record to insure quality control.

• Updated knowledge base Information for software installations instructions and practices.

• Trained New Employees and Cross-trained current employees for Roles on the Desktop Support. Technicians Tier II, Tier III, Refresh and Imaging team members.

• Allowed software deployment to be utilize onsite. This implementation Increased desk side ticket resolution effectiveness.

• Basic troubleshooting of setup script failure.

• Remedy Migration to Service-Now, reported to upper management changes into Service-Now ticketing system.

• Office 0365 Migration assisted Migration team with instructions on how to perform PST migration to 0365.

Festa Distribution

Shok Industries

Internet Services Manager, IT Consultant

10/2011 – 12/2014

Self-Employed, Business

• Maintained Inventory for 150 Dealers in the Us, Canada and Porto Rico and other south American proveniences.

• Provided Internet services for Shok Industries dealers for Product Inventory. Pricing and Sales Reports.

• Created a business application specifically designed for distributors & dealers for Product ordering

• Created software driven shipping label and package weighing system. Designed to simplify label creation.

• Maintained a 1700 Square foot warehouse that Facilitated a customer show room and testing facility.

• Imported Product with Oceans World Lines from Ocean Imports into the United States.

• Stock Intake system improved by Product Tracking system. Established by the Product ordering system.

• Maintained international relations to groups of distributors in other locations around the world.

• Maintained all banking information for Shok Industries for taxation purposes.

SoCal Computer Center

Repair/Break Fix Technician

05/2011- 10/2012

Full-Time, Employee

• Local service shop technician.

• Identifying and resolving basic power, post, video, boot, and peripheral issues.

• Repaired computers as needed for both mac and pc.

• Repaired PCs for liquid damage, drop and broken component damage.

• Intermediate level virus removal and remediation process.

• Data migration & recovery service for non-damage hard drive devices.

• sold product Peripherals, PC/MAC, Video hardware, Sound hardware. Network Hardware.

• Opened and closed shop for owner after a six-month evaluation period.

• Customer service – Provided updated service level agreements to clients to understand the pricing and processes of repairs.

Education

CompTIA – A+

Expires: October, 2018

License Number: 26VQR45GBDBQK36B

Associates of Science, IT - Computer Networking Systems

Graduated 06/2014. GPA 3.0

ITT Technical Institute, Anaheim, CA

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