Senior Service Desk Analyst
Resume:
Experience
LifeCycle Management Analyst, Ahold Delhaize via Apex Systems
February 2023 – January 2024
Primary duties consist of the following:
Implement life cycle management program
Analyze & research asset data
Identify EOL, technical debt & investment priorities
Develop technical debt roadmap
Identify benefits & risks
Prioritize investments
Socialize life cycle management program/strategy to IT/business leadership
Ensure that the functions are performed in accordance to established policies & procedures
Provide regular reporting to leadership
Identify, resolve & escalate issues as needed
Requires consistent relationships with project managers, 3rd party vendors & suppliers, upper level and executive level management to make recommendations for equipment refreshes & replacements or equipment retirement.
Senior Technical Operations Analyst, Wells Fargo
April 2018 – January 2023
Primary duties consist of the following:
Participate in initiatives and identify opportunities for technology operations
Evaluate basic or tactical challenges that require research and evaluation
Provide centralized command and control for major incident management, ensuring teams focus first on restoring business services
Review, analyze and escalate issues from key metric analysis, event monitors, reported service deviations, and documented changes
Develop knowledge business cycles and capabilities to assess the impact of technology events on the business and other support areas
Reduce the impact of application and infrastructure failures on business delivery
Engage various teams of trouble-shooters to assess system health and issues
Present recommendations for resolving more complex situations
Provide information to functional colleagues, internal partners and stakeholders
Role required usage of Active Directory (onsite & Azure) to manage users, computers and devices in OU/Container management, Microsoft Exchange, Microsoft Teams & Order Fulfillment.
Requires working knowledge of Power BI & Power Apps as well as Microsoft Access to manage & analyze data.
Provide assistance & tiers application & hardware support for end users.
Senior Service Desk Analyst, Mission Health via Ettain Group
December 2015 - July 2017
Day to day responsibilities consist of:
Providing first level hardware & software support to users that include hospital staff, acquired 3rd party medical locations & vendors.
Active Directory user management that consists of password resets/account unlocks, and security group membership & OU management
Remote desktop support consisting of issue & trouble resolution, using Bomgar™ remote support tools. Most issues resolved consist of application issues/errors, software installs, printer & peripheral support, internet and telephony support.
Remote Support of field & telecommuting employees.
Responsible for quality assurance of the Service Desk by auditing recorded inbound/outbound calls to the Service Desk as well as quality review of tickets submitted and worked by the Service Desk team.
Creation, audit and implementation of Standard Operating Procedures (SOPs) that effect the Service Desk Team to align with the mission & vision of the IT Department
Reporting of call & ticket statistics to the Service Desk Manager.
IT Ticket & Incident Management system is EasyVista
Help Desk Analyst, Bell Partners, Inc
May 2015 - December 2015
Provide first level and frontline support to corporate users via contact center regarding hardware & productivity applications as well as 3rd party property management applications.
Day to day responsibilities consist of:
Active Directory user management that consists of creating new AD users, resource access and profile modifications, creating and managing security groups & management of organizational units.
Management & profile creation of Microsoft Exchange accounts, group distribution accounts and mail contacts.
Onsite & remote desktop support consisting of issue & trouble resolution, using Remote Desktop Connections and LogMeIn tools. Most issues resolved consist of application issues/errors, software installs, printer & peripheral support, internet and telephony support.
Remote management of Cisco Meraki router/switch network
Remote Support of field & telecommuting employees.
IT Ticket & Incident Management system is ServiceNow.
Senior Help Desk Analyst, Solstas Lab Partners via Ettain Group
June 2014 - May 2015
Day to day activities include the following:
Active Directory user management that consists of creating new AD users, resource access and profile modifications, creating and managing security groups & management of organizational units.
Management & profile creation of Microsoft Exchange accounts, group distribution accounts and mail contacts.
Onsite & remote desktop support consisting of issue & trouble resolution, using Remote Desktop Connections and LogMeIn tools. Most issue resolved consist of application issues/errors, software installs, printer & peripheral support, internet and telephony support.
Maintenance and management of network components including switches, routers and wireless access points. Knowledge of TCP/IP, subnetting, and routing protocols.
Level 1 & 2 support via an inbound contact/call center supporting users in regards to LIS applications & related hardware.
Microsoft Access & SQL database creation, performance optimization and content management. Primary responsibility consists of performance optimization of existing database tables.
Management of a team of 13 members that consisted of workload scheduling, time management, supervision of support ticket handling, team training & end user escalations
IT Ticket and Incident management system is Service Desk Plus by ManageEngine. Managed all tickets entered (directly by ticket or indirectly by emails received) to the Help Desk.
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