Application Support Desktop
Resume:
NORRIS ELLIOTT
SKILLS
• JIRA
• Office ***
• Azure
• OKTA
• Confluence
• Service Now
• Adverity
• Trifacta
• Grafana
• MS Office suite
• Mac OS
• Windows OS
• Active Directory
CERTIFICATIONS
Process Data from Dirty to Clean
CourseraCourseraIssued Jul 2023
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1b62ca7250cdc71c22150
Analyze Data to Answer Questions
CourseraCourseraIssued Sep 2023
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500463043eae6935001c
Learning SQL Programming
Linkedin issues Sep 2020
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Technology Manager with over five years of IT team management experience including oversight of application support / services. WORK HISTORY
January 2019 - February 2023
Application Support Manager Dentsu, 32 Avenue of The Americas, New York, NY, 10013
February 2016 - January 2019
Desktop Support to Team Lead Dentsu Aegis Network, 150 East 42nd Street, New York, NY, 10017
Grew a support team of four, implementing improvements in operations to client team support.
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Managed a team that covered 50
client support requests daily, which increased daily productivity by 10%
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Collaborated with account managers, programmers, and product management teams to help plan, develop, and execute technical strategies aligned with the client's vision.
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• Aided in improving application reliability and readiness through testing Highlighted potential issues and passed improvements or tweaks to product teams voiced by the client
teams
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• Generated reports to track performance and analyze trends Broke down and evaluated user issues using test scripts, personal expertise, and probing questions.
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Diagnosed and troubleshot applications, hardware, software, and network issues. Passing incidents on to appropriate teams when needed
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Strengthened communication through regular interactions with internal and external teams.
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Responded to customer inquiries and provided technical assistance over the phone and in person, supporting over 300 users onsite
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Configured hardware, devices, and software to set up workstations for employees. Installed and configured operating systems and applications
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• Created user accounts and assigned permissions.
• Monitored system performance to identify potential issues. Diagnosed and troubleshot hardware, software, and network issues. Broke down and evaluated user issues using test scripts, personal expertise, and probing questions.
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• Configured and tested new software and hardware. Streamlined repair processes and updated procedures for support action consistency.
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Collaborated with vendors to locate replacement components and resolve advanced problems.
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EDUCATION
June 2000
CONTACT
Uniondale, NY 11553
************@*****.***
https://www.linkedin.com/in/norris
-elliott-294169153/
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Associate of Arts Liberal Arts And General Studies Nassau Community College, Garden City, NY
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