JACKY JOSEPH, JR

**** *** **

Joliet IL, *****

630-***-****

ad1wry@r.postjobfree.com

Accomplished senior professional with 20+ years’ experience in Customer Service, computer Operations, Help Desk Support as well as Team Lead and Supervisor experience in a large global environment and data centers, with mixed computing environment including Unix, Windows and mainframe Progressive years providing support to tens of thousands of users worldwide, earning a solid reputation for productivity, more than 7 years of experience supporting CEO’s principals, partners and associates. Known for approachability, calm demeanor, excellent communication, and diagnostic skills. A Self-starter known to initiate processes and suggest system improvements to increase system stability as well as staff productivity.

Education

Master of Science in Information Technology, MSIT

Graduated 2020

Area of study: Enterprise Network/Cloud Computing

DeVry University: Addison IL

Graduated 2011

Bachelor of Science in Technical Management

Concentration in Business Informational Systems

Wyvil System Inc, Lisle IL November 2011

SAP Course and Certificate

CERTIFICATIONS / LICENSURE

Agile Scrum/Scrum Master

ITIL v3 Foundation Cybersecurity

Highlights of Qualifications

1.Solid time management, organization, and follow-up skills

2.Ability to work well independently and as part of a team, adaptable to ambiguity and change.

3.excellent troubleshooting and logical problem-solving skills.

4.High level of written and oral communication skills

5.Ability to work in a rapidly changing environment.

6.Self-motivated and directed, with the ability to effectively prioritize and execute tasks.

7.Collaborates well with others to solve problems and actively incorporates input from various sources.

8.Experience working with a software development team, with a strong understanding of the project lifecycle.

Computer Skills - Windows 7, 2010, XP, 2000, 98, 95, NT Microsoft Office, (Word,, IE) Technical document writing Cisco VPN Client, Dameware mine Remote Control, Outlook, Lotus Notes, SCCM, Cisco Call Manager Avaya, Blackberry Server, Remedy, Active Directory, Mitel 5340 IP phone Service Now IT Suite, Log-me In 123, Bomgar, PeopleSoft, Oracle, Concur, SAP/ERP Accounts Payable, Envision, Opera v5 Upgrades Track –It (ticket system) DHCP DNS Group Policy Hyper V Active Directory AS400 Cisco VPN Client Postman Soap Dynatrace Splunk Azure Zabbix, Grafana New Relic VMware Horizon MySQL SCCM Cisco Remedy Mobile Iron Citrix TCP/IP CMDB Windows Server:2003/2008/2012/2012r2 SharePoint Good Enterprise MDM Arriba Rxclaims (Book1, Book2, A5 and A6) MS Teams CMES Cybersecurity Trade Automation Amber Roads AES

Key Achievements:

Reduced user callback rate by 60% through accurate assessment of root cause of technical issues

Earned employee of the month award for outstanding customer service

Outperformed peers by maintaining outstanding record of technical support service, resolving 95% of all trouble tickets without escalation to senior support specialist.

Effectively prioritized and organized workloads in to meet daily and weekly schedules.

Work Experience

Abbot Laboratories Abbott Park IL (TEKsystems Contract)

Application Support, 2023-Current

Supporting IT System(s), in a large-scale environment. Work with SQL (queries, troubleshoot basic issues, help build reports. Etc.) report findings and outline system upgrades to the Business & IT stakeholders. Work to support three time zones (PST, CST, EST), as this role supports 3 large business units.

Focused on upgrading an existing Global Trade Management Solution that was focused on their current export declaration process and assist in eliminating existing manual processes.

Responsible for working with the Application Vendor and the clients establish application upgrade tracking, managing and presentation of updates/potential impacts to the business stakeholders Managing user access and security.

Primary contact to resolve Application/network problems reported to the Help Desk by email or MS team’s chat.

Provide support of Microsoft productivity applications and operating systems as well as other business applications.

Participate in projects to facilitate improvements to business processes and/or infrastructure.

Provide support for mobile devices and other equipment used for data collection in production areas.

Coordinate with other technical staff on the Amber Road Project.

Provide engineering support for executing and testing of systems through UAT testing and DEV environment to include reviewing technical requirements, participating in technical reviews, and evaluating technical solutions.

UNITEDHEALTH GROUP Schaumburg IL

Software Engineer, 2018 - 2023

Managed six applications and responsible for uptime of 99%. And all related application errors, enhancements, UI changes and deployments Observability application monitoring and log aggregation

•Monitored critical activity occurring across our global platforms, identifying, and researching abnormal performance bringing a quick resolution and providing a root cause and resolution analysis.

•Reported work incidents using ServiceNow ticketing system along with Splunk, Postman and MySQL to gather logs details to determine user reported problems associated with Specialty medications, registration, and login problems.

•Engaged with internal team both onshore and offshore to discuss and offer solutions for technical outages caused by upstream and downstream applications.

•Worked with Drupal application content as a service consumption during down time and place message warnings during system planned and unplanned outages.

•Ran SQL queries to verify applied payments, missing payments, customer refunds and nightly audit discrepancies.

•Performed software quality assurance testing for desktop applications including tracking errors and updating the report to the team lead for resolution.

Digital Solution Technical Support Analyst PBM Performed all tasks relative to in-house and external communications with clients and members regarding PBM(Pharmacy Benefit Manager)with prior authorizations, troubleshooting claims, and benefits administration and setup. Utilizing our Rxclaims system (Book1, Book2, A5 and A6)

•Collaborated with Account Management to ensure transparency throughout the installation of builds with regards to temp id cards, drug search configuration and mail-order and or retail-only configuration.

•Provided claims with necessary documentation and information to ensure proper testing occurs before going live.

•Coordinated with L3 to enter new development request to address client builds or site enhancement requested by clients.

•Joined forces with Agile mobile system team to address new migration plan for mobile services and new API services along with bug fixes per change management process and procedures.

UnitedHealth Group, continued

Mobile Device Admin (Fast Switch Contract). 2016 – 2018

Oversaw tracking of device inventory in the MDM cloud environment and performing audits including telephone, e-mail and on-site problem diagnosis and resolution.

•Functioned as Systems Administration of the MDM.

•Enforced mobile device policies and procedures in the MDM environment. Prioritized and execute tasks in a time-sensitive environment.

ZURICH NORTH AMERICA, Schaumburg, IL 2015-2016

Mobile Device Admin (Randstad Technologies – contract)

Maintained physical inventory of mobile devices. Created and maintain reports related to mobile devices.

•Deployed devices and provided training on usage of mobile devices including troubleshooting device, connectivity, and application issues.

•Installed, removed, and updated applications on mobile devices.

•Managed MDM environment and Apple Business Manager account.

•Established and maintain professional business relationships with clients, distributors vendors (AT&T, T-Mobile, Verizon)

01/2012- 06/2014

Hyatt Corporate (Smart Source)

Oakbrook, Illinois

Operations Technician

Provided 24 x 7 365 infrastructure and applications management, support, and monitoring of IT systems. Using IT Operations monitoring and management tools.

•Observed the performance and health of the Hotel’s infrastructure using a variety of tools to identify and determine next steps.

•Monitored logs, reviewed alerts, and investigated events and security incidents as a member of the Global Security Operations team.

•Collected, reviewed, and analyzed security logs, identify abnormalities and violations.

•Provided triage and basic troubleshooting to help identify issues by following outlined (SOP) standard operating procedures and escalate appropriately.

•Performed all administrative duties related to telecommunications system, enterprise systems, and other technology systems including setting up new users, security settings, modifying systems settings, performing maintenance, and any other administrative duties to ensure those systems are operational and meet business user’s needs.

Initiate the tape backup procedures including changing backup tapes, rotating tapes, and safe storage per procedure requirement.

Redirect problems to the appropriate internal and external resources as required.

Communicate with users through the help desk tool and ensure all interactions are recorded. Ensure users are always up to date on the progress towards resolution of issues/requests.

Provide training to business users as required on technology systems.

Maintain documentation on all procedures related to support, administration, and maintenance of telecommunications and other technology systems.

Provide backup support for desktop applications and network support, as well as network administration responsibilities.

Ran SQL queries to identity missing payments, applied payments, customer refunds and nightly audits.

Tier 2 Support Analysts

•Routinely exceed call-handling goals, closing an average of 60 calls daily (25% above quota) with a 85% first-call resolution ratio with an average talk-time of 5.5 minutes

•Diagnose, troubleshoot, and resolve a range of software, hardware, and connectivity issues. Excel in asking probing questions and researching, analyzing, and rectifying problems.

•Partnered with Tier II and Tier III help desk peers based in India to resolve complex problems that required escalation. Provided detailed descriptions of issues in trouble ticket system and followed up diligently to ensure swift resolutions.

08/2011- 11/2011

Corn Products International (Harvey Nash, Contract)

Westchester, Illinois

Help Desk Analyst

Redirect problems to the appropriate internal and external resources as required.

Enter solutions to common issues/questions in Help Desk system.

Prioritize and escalate calls as required to ensure customer satisfaction.

Support End-Users with applications including SAP ERP, Microsoft, and Share-point.

Escalation point for Helpdesk and first-level troubleshooting of Business Systems Applications

Develop draft documents, presentations and other materials, and route them to gather/synthesize comments and generate revised documents.

Serve as a liaison between the customers, vendors, and contractors.

Configured phones for email support both Apple and Android devices.

06/2011- 08/2011

Grosvenor Capital Management (Digital Staffing, Contact)

Chicago, Illinois

Senior Helpdesk Analyst

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Follow up with customers to ensure issue has been resolved.

Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.

Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority.

Modify configurations, utilities, software default settings, etc. for the local workstation.

Assist with on boarding of new users.

Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment.

Install, test, and configure new workstations, peripheral equipment, and software.

Maintain inventory of all equipment, software, and software licenses

09/2008 - 06/2011

Hedrick & Struggles

New York, New York

Assistant IT Supervisor

Managed office of 250 employees with 8 direct reports (Outsourced Staff) Responsible for help desk Support and troubleshooting

Managed system down time during internal or external outages and periods

Created help desk documentation with step-by-step instructions on problem resolving techniques.

Proactively identified potential areas of system outages and initiated analysis and resolution

Leveled productivity by decreasing call volume on how to questions by working with development department to provide web access for Microsoft office tutorials for general questions. Call volume reduced by 60%

Managed agent’s daily status by making sure all agents are logged into phones and ready to take calls. Supervised and managed shift rotation and end of shift turnover

Dispatch IT Services staff and/or 3rd party vendor representatives to resolve problems.

Proficiently manage the resolution of inbound technical calls, balancing the need for customer service and issue resolution. Making sure all agents are meeting and exceeding the service level agreements for all standard priority and critical tickets.

Procure and maintain inventory of computer equipment.

Hedrick & Struggles

Chicago, Illinois

Service Desk Analyst

Effectively translate complex, technical concepts into easy-to-understand language to assist non-technically oriented customers.

Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows XP and Windows 7 environment.

Meet or exceed statistical metrics regarding; ticket and call quality, first call resolution and call handle time.

Escalate high priority, high impact issues to the internal support teams.

Work in a high-volume call center environment that operates 24x7x365, demonstrated excellent project management.

Provide new staff with PC/account set up and orientation.

08//07-08//08

Takeda Pharmaceuticals North America, Inc. (Kelly IT Service, Contract)

Deerfield, Illinois

Service Desk Analyst

Provide senior-level Information Technology desktop services support.

First point of contact in all server hardware and software problems and requests

Analyze problems (both technical and operational) and arrive at workable solutions.

Update and maintain the ticket system.

Conduct daily status reporting for trouble tickets and new issues.

Installed specific software for each department and local and network printer.

Troubleshot VPN access, RSA, E-tokens and Altiris Agent Remote Access and local and network printers.

Supported Outlook with regards to corrupt profiles, creating folder, .pst files. Formatting, basic usage

Support blackberry devices configured and deployed phone after initial set up.

Maintained active directory account for new hire, permissions, terminations and password resets.

05/07-06//07

Pepsi Americas (Technisource, Short Term Contract)

Rolling Meadows, Illinois

Help Desk

Provide technical, phone and email support for Pepsi employees. Diagnosed and resolved level one end user problems for their personal computers, software, hardware, Internet, and Intranet

Supported Reconciliation, Inventory reports, Blackberry, ASM and delivery Handheld hardware, People soft 7.5/8, Cognos, Right Fax, Kroos, Omar, VendOne, Route Manaer, Margin Minder and Taleo, Active Directory, and Windows NT

Troubleshot remote access via Windows Net –Meeting and PC Anywhere and MS Outlook

Performed password resets, application installs and Windows upgrades.

03/06 – 05/07

JP Morgan Chase (CCN, Inc, Short Term Contract)

Elgin, Illinois

Application Analyst

Provided technical support to financial employees including remote users and traders.

Diagnosed and resolved level one problems for users on the mainframe, personal computer, software, hardware.

Technical support provided for desktop and network printers, Blackberry PDA's, and Dell laptops.

Performed password resets, application installs, Windows upgrades.

Troubleshot MS Outlook, PST files, Lotus Notes R5/R6 Windows XP Service Pack installations.

Supported active directory.

Provided document upgrade for troubleshooting procedures.

09/05-03/06

Ace (TEK Systems, Contract)

Oak Brook, Illinois

Second Level Support Analyst

Investigated and escalated necessary hardware and software calls.

Troubleshot self – proprietor application commands, hardware and software, file corruption on UNIX and Linux systems.

Maintained quality assurance of tickets with appropriate follow up

Updated technical documentation.

Supported POS clients using both Linux and UNIX. Responsible for testing script commands

Assisted first level response with desktop support.

Diagnosed and rebuilt Dell POS, HP POS, UT POS as well as Servers.

01/05-09/05

HSBC

Wood Dale, Illinois

Lead Account Specialist

Verified that reimbursed expenses comply with Company policy under the expense reimbursement policy.

Verified and posts details of expense transactions, such as deductions and totals.

Provides information as needed to other Finance department personnel to facilitate inquiries or global audit.

Responds timely to employee requests regarding reimbursements, missing documentation and denied items Ensures that Company intranet and training materials reflect current Company policy related to expense reimbursement.

Gather and process all documents related to travel and expenses.

Verify all travel and expense reported match receipts and comply with financial policy and procedures.

Follow up with managers via email to resolve discrepancies related to expenses.

Research and resolve customer complaints related to billings and inventory.

Obtain signatures on all account payable checks.

Maintained quality assurance of tickets.

Explained percentage rate and monthly principle on related accounts.

Research discrepancies followed by applying approved payments.

09//04-12/04

DeVry (TEK Systems, Contract)

Oak Brook, Illinois

Senior Support Students Accounts

Took incoming phone call from faculty, staff and students.

Acted as the primary contact for students, parents, university personnel and other involved parties concerning student tuition and accounts.

Handled, documented, and routed inbound telephone calls and acted as liaison between departments and students.

Receive and verify invoices and requisitions for goods and services.

Ensure confidentiality and security of all financial and employee files.

Responsible for collection and follow-up of all accounts assigned prior to, during or after graduation or withdrawal from the university.

Print and obtain signatures on all account’s payable checks.

Identified and reported delays in payments, conflicts, and other areas of concerns to manager.

Verified and posted all credit balance reimbursements via electronic system, subject to approval from Senior Account Representatives

Reconciled student past due accounts

03/1995 -01/2004

Walgreen’s Corporation

Deerfield, Illinois

Senior Team Lead

Investigated customer's problems and found effective solutions that aided in customer satisfaction.

Assisted in hiring and training of new employees as well recommended corrective actions for customer service agents.

Provided agents with scripts to read from during phone calls.

Handled major incidents that couldn’t be resolved by agents.

Kept abreast of new company products and services and managed all changes with direct reports for a successful departmental growth.

Analyzed data and statistics and made adjustments according to departmental needs by Isolating and identifying areas in need of improvement.

Trained agents on how to adequately address problem over the phone and how to write email correspondence.

Worked with management on customer service initiatives and was able to increase overall attendance by 10% as well as employee retention by 3%

Supervised and managed staff 0f 13 with 7 agents reporting directly to me.

Help Desk Technician

Troubleshot inbound problem calls via phone and web, IBM POS, UNIX, basic Lotus notes R5, proprietary software,

Responsible for AS400 inventory inquires/hardware problems.

Support TCP/IP remote access dial up. Arrange service call on computer related equipment.

Provide technical support to end user’s problems related to PC based application.

Provided server and desk top support for windows NT/2000

Assisted IT Technical support teammates to resolve end user problems for PC based applications.

Logged trouble tickets /calls from the customer in Remedy Tracking Software

Forwarded trouble tickets to the proper second and third level support.

Maintained quality assurance of tickets with appropriate follow up.

Updated technical documentation.

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