Customer Service It
Resume:
Babe Osis
*********@*****.***
Skills
● Proficient in Microsoft Office
● Active Directory
● Firewall Configuration
● Server Policies
● PC hardware and Software Troubleshooting
● Customer Service
● Windows XP, Vista, 7, 8, 10
● Networking Protocols
Work Experience
IT Service Analyst- Penn Medicine Aug 2019 – Present
Coordinate resolution at the Service Desk for P1 and P2 issues.
Update tickets for status and priority changes, regular updates while ticket is being worked by on-call analyst.
Provide regular updates to Escalation Administrator or ISOD on open SEV issues.
Monitor interfaces for the NOC when there is no coverage from their staff.
Review any open SEV tickets with the next SEV Runner at shift change. IT Service Analyst-Robert Half (Penn Medicine) Dec 2018 – July 2019
Supported, troubleshot and resolved end user issues via phone/email/Athena ticketing system.
Provided first-level support in a fast paced environment.
Provided remote support to customers internally and externally on PC and Macintosh systems.
Handled issues such as outages or anything directly affecting patient care by collaborating with different IS support groups.
Provided VPN\DUO support.
Utilized multiple applications and tools that include SCCM, Team Viewer and Active Directory to troubleshoot issues.
Supported multiple go lives that included Office 365 and Epic PennChart 2018 upgrade. Tech Support Analyst- Janney Montgomery Scott Oct 2017 - July 2018
● Communicated resolutions in a clear, professional and timely manner
● Resolved issue requests via phone, email, and tickets
● Ensured proper documentation via ticketing program Service Now
● Troubleshooting Microsoft Outlook and Microsoft Office
● Troubleshooting VPN and Remote Access
Refresh Technician, Insource May 2017 - Sept 2017
● Completed company-wide refresh initiative for Janney Montgomery Scott
● Installed Windows desktop and laptop computers
Tech Impact, Philadelphia May-June 2016
Internship: Desktop Support
● Accessed images and files from Network Attached Storage
● Reimaged PCs, PC health and maintenance, scrub malware
● Troubleshot PC hardware and software
Certifications
Cisco IT Essentials
CompTIA A+
Network and Systems Administration Proficiency Certificate Education
IT Works March – June 2016
● 100+ hours of corporate level professional development training
● 250+ hours of technical training
Community College of Philadelphia Graduated 5/1/2017
● Computer Information Systems - Information Tech
● Relevant courses: Intro to computers, Microsoft Office, Windows Server Administration, Windows Active Directory services, Networking, C+
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