Service Desk Team lead, Scrum master, Remedy Administrator
Resume:
Rosalia Parisiou
Newtown Square, PA 19073
484-***-**** (Mobile) ********@*****.***
https://www.linkedin.com/in/rosalia-parisiou-0ba25240
Bilingual Service Desk Specialist with extensive experience on Application Support and Network Account Administration for Global Organizations in Financial Services, Pharmaceutical and Retail fields.
Member of the SCRUM Team
Automation specialist
Process Improvement and Documentation
Strong Communication Skills
Timely resolution of Customer needs
Workload categorization
Remedy Force Administrator (Self Service Forms creator)
EXPERIENCE:
De Lage Landen, Wayne, PA 2009 – 2024
Service Desk Analyst Level 2 and Remedy Administrator
Ticketing System Remedy Administration and Self-Service Form creation and maintenance, including Queue creation, House Keeping Forms, New Hire Profiles per Location and Department, etc.
Slashed New Members onboarding process by 75% time and requests by creating several Profiles per Department and Location to centralize in one ticket the access to several applications, distribution lists, functional mailboxes, access to folders, etc.,
Provided First Level Phone Support for Windows, Office 365, network, Remote Connection (VPN and NetScaler) and internal applications like Infolease, CCRIS.
Escalated to the appropriate team issues that cannot be resolved by First level support and follow up with customers. Follow up on special and non-standard users and environments.
Improved Internal Account Creation Process for time savings of 75% and 90% for some departments.
Active Directory Administrator (Internal and External Accounts).
Created New Hire Orientation programs for new members at the Service Desk, coordinated and provided training to new team members.
Created articles for Service Desk Knowledge Database to be used by all members as training tools.
Several Application Administrator: CCRIS, Infolease, @Once, OLM, AS400.
Execute SOX Compliance for CCRIS and Infolease.
Negotiated the merge of Local Service Desks into Global Service Desk.
Participated in the creation of remote access for key users for Disaster Recovery Plan.
Follow up on special and non-standard users and environments.
Configured Notebooks for the Soft Phone solution (Work from Home).
Collaborated on the IT Re-Energize Think Tank.
Active member of the Wellness Employee Program as IT Ambassador and Red Cross Ambassador.
Configure and Activate Mobile Devices (I-Phones and Windows Phones).
Sapphire (De Lage Landen), Wayne, PA 2008 – 2009
Based on accomplishments on role as the Help Desk Administrator Position, I was hired at De Lage Landen within 8 months with increased responsibilities.
REM X (Pepper Hamilton), Philadelphia, PA 2008 – 2008
Litigation Support Analyst
Provided technical support for litigation matters requiring document imaging, manage large printing projects and CD / DVD duplication.
Added documents to the Data Bases, run queries required by users and formatting documents for proper presentation on trials.
Supported Data Base Software “Summation Enterprise”.
PROFESIONAL ACCESS (Merck), Lansdale, PA 2007 – 2007
Application Support Level 2
Supported phone support for over 150 Medical Research Laboratories' Applications: ISIS, ELN, CTMS, reset password for in-house applications. Supported Documents Manager Programs (MIDAS and CARAT), ensuring the user to present documents timely to the FDA.
Followed up with customers about requisitions made via e-mail and e-contact.
Escalated to the appropriate teams’ problems that can not be solve for second level.
WORLCO (Rohm and Haas), Philadelphia, PA 2006 – 2006
Call Center Analyst
Phone support for hardware, software, Windows XP, MS Office, network, NT, Lotus Notes, SAP problems, Remote Access, familiar with ACD system, New Scale Ticketing System; Blackberries
Followed up with customers about requisitions made.
Escalated to the appropriate teams’ problems that cannot be solve for first level.
CYBERANS, Broomall, PA 2000 – 2006
Technology Consultant
Provided Level I and Level II phone support for PC’s, servers and LAN problems.
Planned and documented procedures for networking projects. Install software and configure pc’s according with user’s needs.
Scheduled service calls and prioritized dispatches.
BUDIKE LAW OFFICE, Havertown, PA 2001 - 2003
Administrative Assistant (Immigration Law)
Translated Documents (Spanish/English)
Interviewed Clients
Maintain/backup LAN and office equipment.
PROCESAR, Mexico City, Mexico 1997 - 1999
Telecommunication Engineer
Lead network projects supporting retirement fund management Database
Provided WAN technical support and evaluated monitoring software
Project Administration
Developed Telecommunications section of Disaster Recovery Plan
CARGILL DE MEXICO, Mexico City, Mexico 1996 - 1997
Help Desk Coordinator
Provided First level Support for HP9000, AS/400 and LAN/WAN customers
Coordinated and provided technical training to staff
PC setups, imaging and backups
Responsible for buying all IT (Hardware & Software), phones and telecommunications equipment
CIFRA-WALMART, Mexico City, Mexico 1991 - 1995
LAN Administrator
Implemented Structured Wiring and LAN
Administered IP addresses and LAN access privileges
Documented and establish the standards for all the LANs
Integrated applications and evaluated hardware
EDUCATION:
La Salle University, Mexico City, Mexico 1988 -1993.
B.S. Cybernetics and Computer Systems Engineering (5-Year Degree)
Thesis: Disaster Recovery Plan
SKILLS: Azure, Windows 11, Microsoft 365, Automation, Scrum, Disaster Recovery, Training, Active Directory, Remedy, Service Desk, Customer Service.
OTHER CORE COMPETENCIES: Training, Remote Access, New Hire Orientation, Mobile Devices.
TECHNOLOGIES:
Agile, Scrum, Foundations of IT Service Management, MS Windows, MS Office, Lotus Organizer, Lotus Notes, MS Project, Act!, Support Magic, Novell and Windows NT, LAN, WAN, Connect Direct for Unix, and MVS, ELN (Electronic Notebook), ISIS, Impact, MIDAS, CARAT, Summation, RSAS Server, New Scale Ticketing System, Merckury Ticketing System, Remedy, Support Magic, HP Service Desk and Remedy Ticketing System, Active Directory.
LANGUAGES: Spanish (native), English, Greek (basic)
ADDITIONAL TRAINING AND CERTIFICATIONS:
Customer Service.
RemedyForce Configuration Editor Role Tutorial.
IT Service Desk: Service Management.
Scrum..
Agile.
ITIL.
Azure.
Remedy Force.
Office 365.
Windows 11.
How to deal with Conflict.
Time Management using MS Outlook.
Foundations of IT Service Management-ITTL Certified.
True Lean CPI (Continuous Process Improvement).
A desk Guide to Business Writing.
CCRIS.
Infolease, UNIX.
Managing Emotions under Pressure.
Cardiovascular Pulmonary Resuscitation.
Life of a Lease.
Back End Beacon Modules.
Summation Enterprise (Basic).
Electronic Notebook/ELN (Basic).
ISIS (Basic).
Mercury (By People Soft).
Team Work (Procesar).
Connect Direct Basic for UNIX & Windows NT (Procesar).
Protocol Analyzer Sniffer (Network General).
UNIX Fundaments (Hewlett Packard).
Connect Direct Basic for MVS (PISSA).
Basic Operating of AS400 & HP9000 (Cargill).
Support Magic (Software Choice).
Network System Engineer (Intersys).
Introduction to TCP/IP (Red Uno).
Structured Wiring "Premises Distribution System" (AT&T).
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