Data Entry Tech Support

Anjeanette Alva

Greater NY Area **********@*****.*** 718-***-**** https://www.linkedin.com/in/anjeanettealva/ Desktop Support - SAP Basis Engineer - System Administrator An accomplished IT Desktop professional with over 10 years experience in a multi-site, multi-host, networked environment. Experienced in multiple roles with responsibilities including server management, analysis, incident handling, and incident response. Additionally, 6 years of experience as an SAP Basis Engineer with various responsibilities including system management, system troubleshooting, incident handling, and team collaboration while maintaining business alignment. Core Competencies

Technical Support

Software Installation

IT Service Management

Database Administration

Scripting

SAP Printer Solutions

Transport Management

Open System Management

Sabrix Update

Macros Creation and Management

Python

HTML/CSS

Tools & Technology

Windows Server Windows SAP Front End 7.6 Unix Oracle 10 Remedy Ticketing System Laptops Spooler Administration Citrix Splunk

Microsoft Office 360 Citrix HP Ricoh SQL BRTools Networking Credentials & Education

City College of New York

B.S. Computer Science

1999-2005

PROFESSIONAL EXPERIENCE

BECTON DICKINSON

SAP BASIS CONSULTANT LEVEL II Nov 2012 - Mar 2020 Collaborating with corporate business operations as well as supporting an employee base of approximately 76k associates across 50 countries. Resolve application issues in production and staging environments, working with 3rd party vendors.

Maintained order and efficiency with multiple developers and project managers during transport imports

Ensured manual configurations are completed with more than 20 users within open system intervals

Assisted in major SAP printer setups on new sites within the project timeline

Trained employees on our team manage many tools on multiple shifts

Provided documentation to reduce/eliminate recurring issues in SAP Production systems and improve alignment among multiple teams

Participated and assisted in major incident conference calls as well as provide troubleshooting sessions for operating systems, database, & SAP Production applications.

JETBLUE AIRWAYS

DESKTOP ENGINEER Aug 2008 - Mar 2012

Provided 24/7 coverage for Systems Operations to alert key IT groups during emergencies that could affect airline installations. Administered Active Directory, and DameWare. Provided ticket queue triage, follow-up, and resolution within SLA and supported HP laptops and PC.

Anjeanette Alva Page 2 **********@*****.*** 718-***-****

Recognized and received notes of praise from many employees and executives for high levels of customer service and technical support

I have been frequently selected to assist the Server team and Project Managers with printer and file server decommissions as well as cutovers via conference calls and customer communication.

Assisted with high-level 24/7 support in Salt Lake City, UT during company-wide Sabre cutover of Jetblue’s reservation system.

Troubleshoot Sabre Dispatch and Maintenance systems onsite in the Sysops Department to confirm with Service Desk if Sabre issues are on the client end or need to be escalated to the Application Server team.

Volunteered to help with IROP (irregular operation) events for the ECC (Emergency Command Center).

Worked with Server Engineers in packaging MSIs to meet the needs of different users/systems to speed up application deployment via Configuration Management Console.

Troubleshoot account and Exchange issues on Blackberries, iPhones, Galaxy Tabs, and iPads.

Provided weekly IT support and managed hardware inventory provided for a remote Financial Department site in Darien, CT.

SERVICE DESK ENGINEER Aug 2005 - Mar 2008

Provided 24-hour support for inflight and crewmembers in all 80+ Jetblue facilities throughout the US, Mexico, and the Caribbean via phone and remote desktop assistance.

Managed workstations, thin clients, software, Active Directory groups, and accounts using Active Directory, Exchange Manager, SCCM, Dameware, and Altiris.

Troubleshoot Sabre application systems on the local end for the Maintenance and Dispatch teams in the System Operations department as well as for airline reservation crewmembers in eastern district airports.

Provided training for new employees

Performed level 1 server troubleshooting on Sabre Airline servers via scripts that would safely reset Sabre servers.

Worked with other IT teams and third-party vendors to address critical issues and outages of Sabre, printer, SCCM, telecommunication, and data servers.

CITY COLLEGE OF NEW YORK

DESKTOP SUPPORT Oct 1999 - Jan 2006

Built faculty and student loyalty through diplomatic interactions during diagnosis and server delivery throughout the campus and computer labs. I was selected to work in the Humanities Department to provide Microsoft expertise to newly installed Windows systems within a Macintosh heavy support environment. Selected to help construct and organize file servers for support teams to help with quick access to support tools and applications.

Provided technical support in a Windows/Mac client environment on Dell and Macintosh G4 workstations.

Deploy images within computer labs

Assist the cable services team in the installation of network ports and cabling in faculty offices.

Trained new employees

Improved and maintained security against malware attacks.

Eureka Networks!

TIER I SUPPORT Jul 2004 - Nov 2004

Provided IT and Network support for over 450 offices throughout Manhattan, Long Island, and Westchester for voice (POTS and VoIP), internet, domain name management, email, and web hosting services.

Troubleshoot issues on our managed mail servers, firewalls, Cisco networking equipment, other 3rd-Layer switches, and integrated data and voice devices such as IADs

Resolved various business-related issues such as service installation/discontinuation disputes and billing inquiries by reviewing contracts and invoices through communicating with various departments such as Sales, Provisions, Billing and Collections.

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