Help Desk It

Ana Cristina Grumazescu

**************@*****.*** • 774-***-****

LinkedIn • South Chatham, MA 02659

IT Help Desk Support

Tech-savvy and versatile IT Help Desk specialist with extensive experience in providing top-notch support through multiple channels of communication. Adept at identifying, troubleshooting, and resolving complex issues. Expertise in reviewing, analyzing, and addressing IT troubleshooting activities, customer concerns, technical discrepancies, and ticketing systems. Capability to assess and execute ideas to improve efficiency, reduce rework, and achieve strategic goals. Excel at analyzing key trends aimed at communicating enhancements to executive leadership. Proactive professional; possess ability to mitigate complex issues through cross-functional collaborations. Eloquent communicator with strong interpersonal, attention to detail, and problem-solving abilities, proficient in Cisco, computer hardware/software, and MS Office suite. Core Competencies

IT Help Desk Support

IT Technical Troubleshooting

Operations Management

Technical Helpdesk Procedures

Training & Development

Customer Service & Support

Cross-functional Collaboration

Network Security

Processes Enhancement

Critical Thinking & Problem Solving

Documentation & Reporting

Preventative Maintenance

Professional Experience

Cape Cod 5 Bank, Hyannis, MA Jun 2022 – Sep 2022

Process Excellence Intern

Administer facilitation across all aspects of system support and development, including Intranet Change Request, Enterprise Workflow (EWF) Development, Synergy Support4 q sight Support, and MOVEit Automation solution development.

Selected Accomplishments:

● Increased operational efficiency by involving in departmental discussions and working sessions related to EWF Permission Sets and User Administration.

● Attended One-on-One sessions with EWF / System Access and Status Change expert to streamline business operations.

● Boosted employee productivity and identified potential risks by engaging in Project Power Vender Sessions. Wild Goose Tavern, Chatham, MA 2018 – 2020

Operations Manager

Oversaw financial reconciliation to ensure accuracy and validity of financial records. Received, documented and processed payments to optimize business operations and facilitate customers. Selected Accomplishments:

● Improved customer satisfaction and retention by monitoring and maintaining inventory.

● Drove business revenue and reduced operational costs by efficiently managing record keeping activities.

● Delivered exceptional services to customers by responding to phone calls and scheduling appointments Ana Cristina Grumazescu Page 2

Wequassett, Chatham, MA 2015 – 2018

Hospitality Shift Supervisor

Assigned tasks to employees and monitored employee performance to ensure execution of tasks within time. Conducted performance reviews and generated feedback reports of customer complaints. Responded swiftly and practically to emergencies, crises, and escalated incidents. Communicated and updated executive management on progress of daily operations. Trained and motivated new employees to resolve complex problems and mitigate operational redundancies. Selected Accomplishments:

● Improved customer satisfaction and engagement by utilizing POS System.

● Boosted organizational productivity and employee morale by planning employee training on IT equipment.

● Delivered outstanding customer services by addressing and resolving customer issues. Red Jacket Inn, Yarmouth, MA 2010 – 2014

Hospitality Lead Server

Managed employees’ tasks to ensure clean workplace, including stocking supplies and maintaining hygienic environment. Implemented records management system to ensure proper and consistent record keeping. Ensured compliance with organizational procedures and quality standards to streamline business operations. Selected Accomplishments:

● Directed oversight of daily shift duties from set up to break down and to ensure maximum productivity. Additional Experience

Hospitality Function Captain, Ocean Edge Resort, Brewster MA Hospitality Staff Associate, Royal Caribbean Cruise Lines Education & Training

Associate in Science, Information Technology

Cape Cod Community College, West Barnstable, MA, 2023 Professional Training & Certifications

Google IT Support Specialist Certificate Program, Center for Corporate & Professional Education, Cape Cod Community College, West Barnstable, MA, completed spring 2021 PC Service Technician Certificate, Cape Cod Community College, issued Jan 2021 Hack Your Way to Security, CompTIA Security & Introduction to PC Security, ED-2-GO, completed 2020 CCNA: Introduction to Networks badge, Cape Cod Community College, issued Dec 2021 Resilience badge, Cape Cod Community College, Jan 2021 Intercultural Fluency badge, Cape Cod Community College, Jan 2021 Forbes Luxury Hospitality Training, Professional Development, completed consecutive years

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