Stanley Young

***** ********.

Detroit, MI *****

313-***-****

ad4c84@r.postjobfree.com

Objective To secure a position within the Information Technology community with an opportunity to utilize my technical training and broaden work experience.

Special Skills Able to configure, implement, and troubleshoot basic to complex networks in an Lan/Wan environment. Very proficient with Cisco routers and switches

Operating Systems Applications Hardware

Windows 98,2000 MS Office, MS SharePoint PC Upgrade Repair

MS XP Vista, Win7, BES(blackberry ) Citrix, C++ Diagnostic

Win10, Cisco IOS HTML, Active Directory, Cisco Routers

Mercury BAC, Symantec

Cerner, Meditech, Allscripts

Education

1/08– Wayne State University (Computer Science Major) 4th year credits

11/04-11/05 Focus: HOPE, Information Technologies Center, Detroit, MI

Network Administration Program

Awarded Class Valedictorian

Earned over 90 percent in academic performance and had perfect attendance

Hands-on training in building, configuring and troubleshooting PCs

MOS (Microsoft Office Specialist): Word 2002 Certification

A+ training

CCNA training (Cisco routers, switches and hubs)

9/97-99 Wayne County Community College District, Detroit, MI

Liberal Arts (51credits)

Experience

3/17-present Ascension Technologies.

Field Services - Queue Management.

●Real Rime 24x7x365 monitoring of IT incident and request tickets to ensure accurate ticket assignment, and timely response and resolution to customer issues

●Trend Recognition

●Real time monitoring of AIS Field Services resolvers for schedule adherence, availability and compliance

●Works with Level2 support resolvers to manage and update individual high/critical ticket

●Creates Reports and performs analysis which assists leadership and team with workforce management, ticket filtering, and ticket load balancing.

8/10-3/17 Ascension Information Services

Service Desk Analyst

●Troubleshoot various issue in a multi-platform fast-paced call center environment

●Trend Recognition

●Support of Clinical applications Cerner, Meditech, Allscripts

●Shadow/Reverse Shadow new hires

3/08-6/09 Fastswitch LLC

Business Analyst (Ford Motor Company)

Monitoring of application availability

Metric Analysis/ Trend Recognition

Data Manipulation

Direct interaction with customer and 2nd and 3rd level IT

MS SharePoint administration and architecture

12/05-8/10 Techteam Global Southfield, Mi

Senior Support Technician

Troubleshoot various issue in a multi-platform fast-paced call center environment

2nd Level point of escalation for agents

Interaction with customers 2nd support,3rd support and management level

Trained new hires on various call center processes, various apps, and hardware.

Tracking, paging, and management of Critical/Global incidents for multiple IT environments.

Initiate Conference calls with 2nd and 3rd level IT Support

Blackberry Administrator (BES)

5/05-9/05 EDS/General Motors Warren, MI

Intern

Shadowing Level 1,2,3 Network Engineers/Administrators

Monitored live data on the network and how network theory applies to real world

Learned service call, trouble ticket, and escalation process

8/03-4/04 Forge Industrial Staffing Livonia, MI

Industrial Temp

Various fast-paced assignments with included:

Packaging, Shipping, Bottling and Assembly

1/00-4/03 Kentucky Fried Chicken Detroit, MI

Shift Supervisor

Cash, Labor, and Product Management.

Trained New Employees

Scheduling Employees

Interviewed potential employees

5/98-1/00 Kentucky Fried Chicken Detroit, MI

Shift Supervisor/Cashier/Cook

Prepared Food

Cleaned and Maintained store

Stocked and Ordered Supplies

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