Customer Service Support

SYNOPSIS: Around ten years of IT experience in providing onsite and remote technical support to the employees and contractors working on a wide range of client server applications and service management systems such as ServiceNow and seven years of professional experience in Environmental Graphics and Designs.

EXPERIENCE SUMMARY

Experience working with ITSM and service management systems such as ServiceNow.

Excellent customer service skills, including the ability to work with users of all ability levels.

Extremely detail-oriented and ability to consistently follow team procedures and documentation.

Ability to quickly learn several proprietary applications that are core to the firm.

Experience troubleshooting Windows systems.

Extensive desktop support/technical support experience.

Strong support knowledge of Windows desktop OS (Windows 7 & 10)

Strong support experience with MS Office suite (Word, Excel, PowerPoint, Access)

Strong support experience with MS SQL Server Data Managament.

Strong support experience with multiple web browsers (Google Chrome, Explorer, Firefox, Safari).

Strong experience with network printer support in an Active Directory environment.

Troubleshoot Hardware, Cisco IOS, and install/configure Cisco routers and switches.

Proficiency in configuration of VLAN setup on various Cisco Routers and Switches

Experience in the setup of Access-Lists, and RIP, EIGRP, and tunnel installations

Experience with EIGRP,OSPF,RIP and TCP/IP

Strong experience supporting a wide range of specialty applications outside of normal productivity software.

Strong experience using Windows diagnostic tools, Active Directory, and other server-hosted applications.

Excellent telephone, oral and written communication skills.

TECHNICAL SKILLS:

Ticket Tracking Tools: ServiceNow, Remedy.

Software: MS SQL, MS Office (Word, Excel, Outlook, PowerPoint), Graphic Software (CorelDraw / AI).

Browsers: Internet Explorer, Firefox, Chrome, Safari, Navigator.

Hardware: PCs, Laptops, Telephony Systems, Printers, Routers, Modems.

Networking: LAN & VPN/Remote Connectivity, TCP/IP.

Protocols: RIP, EIGRP, OSPF,DNS, FTP, WLAN.

Platforms: Windows, Unix, NetWare Servers, Citrix.

PROJECTS:

USNETS April 2014 –September 2016

Edison, NJ

USNETS supports many multinational firms for their IT solutions and required their Tier 2 Desktop Support Analyst to provide IT support to the company Managed Desktop users or customers. This involved user support for all enterprise related software and other end-user support duties as assigned by using the ServiceNow tracking software, to document, assign, and manage incidents and requests presented to Managed Desktops and Hosted Services by our customer base.

Responsibilities:

Responded to telephone, email, IM, and Incident Management tracking system requests for support, including problem analysis, initial resolution and/or escalation.

Communicated with customers regarding their issue, both verbally and by written correspondence.

Communicated with IT personnel to document customer issues, create assignments, and manage support requests from initial reporting through resolution.

Provided Tier 2 troubleshooting and resolution for incidents and requests for desktops, laptops, tablets, printers, applications, and associated peripherals.

Managed small to medium scale desktop support projects for clients and customer departments.

Executed Scripts in Database using SQL Server Management Studio to retrieve or edit data as per client’s requirements.

Met departmental quality assurance standards, service and policy requirements, and key performance indicators to deliver enterprise quality support.

Used the ServiceNow tracking software, to document, assign, and manage incidents and requests presented to Managed Desktops and Hosted Services by our customer base.

Created detailed documentation for the Support Services Help Center, both internal and external facing.

Corresponded with email / phone on return merchandise, gave product knowledge.

Created RMA number for restocking.

Worked on overlapping schedule when necessary to provide coverage during business hours.

The Office of Information Technology (OIT)

New York, NY October 2012 –January 2014

The Office of Information Technology (OIT) provides central administrative and academic IT services to the University. OIT staff is committed to providing the best possible IT systems and services for the students, faculty and staff of many educational institutions. In order to accomplish their goals, OIT required their Level 1 support

analysts to log in and manage incidents using the Incident Management tracking system to support, and provide initial resolution and/or escalation.

Responsibilities:

Log all support requests in ServiceNow and possibly resolve general and repeated issues.

Reviewed open tickets daily, promptly following up on tickets that have been updated by the user.

Maintained accurate and up to date notes in all tickets

Ran SQL Queries in DB to collect or modify data accordingly.

Provided exceptional customer service in every interaction

Ensured that initial response, ongoing communication and resolution times were within established SLAs

Escalated ticket to the Level 2 or Level 3 when appropriate.

Installation, maintenance and support of desktops, laptops, servers, networking gear and printers

Supported Windows 7 and Windows 8

Managed and supported Office 365

Support Microsoft, business and third party applications

Coordinated and supported all desktop add/moves in the contact center

Performed pc replacement/upgraded ensured that the transition was smooth for the end user

Participated in an on call rotation with the rest of the Support Services Team provided after hours and weekend support when needed (one week every few months)

Assisted with answering incoming calls to the Help Desk when volume required

Displays & Beyond Inc.

Glendale, NY May 2007 - October 2012

Displays and Beyond is an interior and exterior Architectural Display manufacturing company who servers many high end retail stores. Their projects included a complete turnkey solution from Design to Installation of their products.

Responsibilities:

Managed the team to manufacture and install interior and exterior signs

Attend meetings with clients to provide better or cost effective ways or materials to build a certain project.

Held meeting with the sales team on a daily basis and update the progress of the current projects in process.

Assist the graphics designers in understanding the development of the project for easier and cleaner shop drawings.

Maintaining network cisco switches and router connections with putty software.

Managed and maintained redistribution protocols, such as Rip, Rip1, Ospf, Eigrp.

Managed HSRP, DHCP, SMTP, Spanning tree, Port Priority, Root Port, Root Bridge, DR and BDR.

BEYOND SIGNS, INC. Aug - 2000 – April - 2007

Graphic Designer

Created detailed architectural shop drawings / submittals for client approval before production. Created / designed layouts and fire-maps from blue prints for fire escape in commercial buildings. Operate Plotters / Cad machines for Cutout vinyl. Operate digital printing machines for digital banners and posters.

Hit the Ground Running: Learned designing layouts / shop drawings from scratch and learnt organizational processes, policies and procedures with minimal ramp-up time.

Service Focus: Adapted to diverse work styles and consistently provided friendly, personable service.

Software: CorelDraw, Illustrator, Onyx, AutoCAD, Raster link, MS Office.

Hardware: Assembled computers motherboard, processor, rams, hard drives, disk drives, scuzzy drives, soundcard

Graphic card, networking making straight and crossover cables maintaining large format printers.

Excellent Performance: Offered full-time position at the conclusion of temporary assignment at Cartier.

Operating: Laser cutter, large format printer, cnc router, large format lamination.

Contact this candidate