Emmanuel Green

Cell: 708-***-****

SUMMARY

Hard working individual seeking employment in a field where my professional skills can be challenged and to continue developing my skills alongside a growing company.

PROFESSIONAL EXPERIENCE

Pace-O- Matic - Atlanta, GA September 2023 to Current

Analyst

Predominantly troubleshoot hardware related issues, replicating customer issues and identifying/communicating solutions. Mange incoming calls and respond to customer queries in a timely and accurate way via phone, email, or text. Analyze and report product malfunctions (testing scenarios and impersonating “users”). Update our internal databases with information about technical issues and useful discussions with customers. Assist in training junior Customer Support Representatives when possible.

MicroAge - Phoenix, AZ August 2022 to September 2023

Help Desk Analyst

Serve as the first point of contact for clients seeking technical assistance over the phone or email.

Perform remote troubleshooting through diagnostic techniques and pertinent questions.

Determine the best solution based on the issue and details provided by client.

Walk the client through the problem-solving process.

Direct unresolved issues to the next level of support personnel if unable to resolve ticket / issue

Provide accurate information on IT products or services.

Record events and problems and their resolution in logs / ticketing system.

Follow-up and update client status and information.

Pass on any feedback or suggestions by client to the appropriate internal team manager and our company management.

Attending technical training and obtain company related certifications as needed.

Identify and suggest possible improvements on internal and external process flow and procedures.

Dakkota Integrated Systems - Chicago, IL January 2020 to October 2022

IT Administrator

Support production in reducing and eliminating equipment as well as tooling downtime or scrap utilizing good analytical methodologies.

Maintain production broadcast systems, error-proofing systems, printers, and customer interface communication (hardware & software).

Maintain back up hardware and software for production-based broadcast systems, error-proofing systems, printers, and customer interface communication (spare parts).

Support departmental projects, VA/VE and/or Six Sigma activities.

Develop and maintain production and broadcast system instructions as well as disaster recovery records (hardware & software).

Document all activities as required.

Adhere to all company guidelines for Emergency Evacuation to ensure employee safety.

Any additional responsibility deemed necessary by management.

PetSmart - Phoenix, AZ October 2016 to December 2019

IT Specialist

Perform system and application configuration and management. Provide level 2 customer support of tickets assigned to the ServiceNow team.

Provides analysis of problems while working toward solutions to technical issues.

Complete development, configuration, and workflow administration to support business processes in the platform.

Actively manages the life cycle of the platform

Document technical architectures that could be clearly understood and immediately used by developers to construct code and unit test.

Participate in the full software development life cycle: Analysis, Design, Coding, Testing, Training, and Operational Support.

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