Customer Service It Specialist

Keasha Rivera-Jackson

*** ***** ******** ******, ******** New York 12550

Mobile: 845-***-**** - ad5otd@r.postjobfree.com

Summary

Skilled IT Specialist, with excellent customer service skills, dedicated to providing the best possible support for internal and external stakeholders, through clear communication, knowledge in finding solutions quickly and exceeding customer expectations. Seeking to bring 19+ years of experience resolving IT related issues to a customer service environment, including excellent written and verbal skills.

Exceptional telephone etiquette Troubleshooting proficiency

Patient and diligent Vast technical knowledge

Self-Starter Telecommunication

Excellent Time Management Microsoft Office expert

Accomplishments

Best of Class Award, one of Client Technology Solution's highest forms of recognition. The Best of Class program celebrates the best of the best of those colleagues who demonstrate the spirit of dedication and ingenuity.

Experience

IT Specialist - Greystone Programs - Hopewell Junction NY.

November 2019 to Present

•Provide support remotely and onsite to 19 residential locations.

•Three-person Dept. handling the technology needs of 500 people.

•New hire and offboarding lead.

•Print management lead.

•IT procurement backup.

•SharePoint admin.

•Administer applications such as Ring Central, Adobe Pro license, Knowbe4 training, Avast antivirus system, Duo two factor authentication and Azure as well as AT&T mobile service access.

•Aid in buying IT equipment and sending payment authorizations.

•Aid in reimagine desktops and laptops for deployment.

•Provide support for iPads, iPhones, laptops, tablets, and desktops.

•Aid with Office 365

•Provide training for Office 365 and all add on components.

•Manage user accounts, keep track of changes, update accordingly, and perform onboarding and offboarding procedures.

•Provide and configure VPN access for remote users.

•Setup and configure apple ID for IOS mobile devices and install and administer MDM.

•Setup and configure DUO two factor authentication access.

•Lead on working with service providers in setup, billing, and escalations for 19 resident home internet and phone access. Including, security system team directly in troubleshooting issues.

IT Analysis - The Bank of New York Mellon - NY City, NY

October 2005 to February 2019

•Provide front line and second line support for the Trading Floor and back office which include 1000+ workstations 100+ servers and 600+ users (Foreign exchange, Capital Markets, Derivatives, Pershing, and Fed Desk.)

•Displayed courtesy and strong interpersonal skills with all customer interactions.

•Manage and deliver project assignments within the established timelines.

•Work to elevate the reputation of the team by providing solid customer service, prompt and efficient issue resolution and exemplary communication.

•Involved extensively with the Trading Floor relocation project.

•Part of a total of 6 members who supported our business continuity site and our business partners during and after the worst storm experience in the Tri-State area, including 911.

Technical Analysis Consultant- The Bank of New York Mellon Citywide Technology, New York, NY

October 1999 to October 2005

•Provided quick response and problem resolution for customers.

•Managed IT setup and service requests for Global Markets Trading Floor.

•Assessed customer bug and enhancement requests and prioritized development.

•Developed and kept technical ability of the Trading Floor Platform.

•Displayed courtesy and strong interpersonal skills with all customer interactions.

•Work with the developers in documenting their workload so we are familiar and better able support the systems in a timely matter.

•Analyze and evaluate incident trends and make recommendations to team lead to reduce incident rate. Proactively look for ways to improve user support.

•Maintained a calm, professional demeanor when faced with high demand, high volume workloads.

•Developed documentation for common processes for both support staff and end-users.

•Troubleshoot IT infrastructure issues and work with service providers to help repairs.

•Manage user accounts, keep track of changes, and perform onboarding procedures.

IT Technician Management Information Systems, The Department of Building - NY City, NY

January 1999 to October 1999

•Administer, deploy, and install computers, monitors, and software and network printers.

•Maintain and repair computers and printers for various departments within the five boroughs.

•Issued resolution status report.

•Manage and troubleshoot Windows 95, 98, NT, Novell Client 32, Novell Group Wise and MS Office, IBM and mainframe.

•Track and manage task through to completion.

Customer Service Administration, The Department of Buildings -NY City, NY

•Front Desk receptionist.

•Switch board operator.

•Greet client and visitors, in person and on the phone.

•Direct customers to the direct person or Department.

Commission based sales representative, Nine West shoe store- NY City, NY

Utilized my excellent customer service abilities and professional skills to keep customers informed and happy and comfortable about each purchase made.

Build clientele by introducing my people pleasing skills to all clients that walked into the door, offering outstanding service that kept customers wanting to work with me only.

Worked patiently with customers in making intended purchases and added props to compliment the purchase with a smile always.

Education Bachelor of Business Administration: Computer Information Systems

Baruch College, CUNY - New York, NY

Skills

Bilingual, Excellent written, verbal and communication skills; interpersonal skills; ability to multitask; play close attention to detail; critical thinker with the ability to solve problems independently, and as part of a team, as well as meeting deliverables within established timeframes.

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