Experienced Application Support Analyst with a demonstrated history of consulting and working in the Information Technology and Services Industry. I currently work in the Bristol-Myers Squibb Information Technology Department. Diagnose and troubleshoot various Pharmaceutical Applications for the Research & Development Community, as well as Field Sales Representatives and third-party organizations.

TECH SKILLS

•Customer Service

•Technical & Application Support

•Service Now(Snow)

•Microsoft Office 365

•Windows Operating Systems

•Service Delivery Incident

•Service Level Agreement (SLA)

•Transact - Structured Query Language(T-SQL)

•Microsoft SQL Server

PROFESSIONAL EXPERIENCE

Application Support Analyst (Consultant)

Bristol-Myers Squibb - Tampa, FL November 2018 – Present

•Operates all IT services according to management protocols and Service Level Agreements (SLA's)

•Manages, maintains and supports applications and their operating environments, focusing on stability, quality and functionality against service level expectations.

•Collaborates with team members and development team on process improvement.

•Develops and maintains technical support documentation and provides excellent customer service

•Provides end-to-end technical support and problem resolution

•Strong SQL Server T-SQL skills knowledge, including in depth understanding of Join types, Sub Queries, Functions, Stored Procedures, Optimization, and other SQL concepts

•Regularly performs triage and can quickly troubleshoot and resolve surface-level problems using SQL

Service Desk Analyst

Pomeroy IT Solutions - Tampa, FL July 2018 - November 2018

•Provided exceptional and professional customer service to clients

•Logged all client contacts - calls, emails, web forms, chat sessions, or voicemails - into the appropriate service management tool

•Troubleshoot, diagnosed and resolved application issues following standard operating procedures and using knowledge support tools

•Initiated and facilitated the following ITIL processes: Incident Management, Request Fulfillment, Access Management, Problem Management, and Knowledge Management

•As Escalation Management process described, routed tickets that cannot be resolved at the desk to appropriate assignment or resolver groups

•Collaborated effectively with other service desk team members

•Participated in ongoing training for service desk operations

•Worked on projects or tasks assigned by leadership

•Experienced in Office 365 remote deployment

Helpdesk Analyst (Consultant)

Cognizant Technology Solutions - Bridgewater, NJ Jan 2018 – June 2018

•Assisted in Customer Service for clients

•Advanced troubleshooting and multi-tasking skills

•Troubleshoot connectivity and user issues on printers, workstations, scanners, and software packages, both locally and remotely.

•Responsible for resetting passwords and unlocking accounts for clients

•Monitored and responded quickly and effectively to requests received through the IT helpdesk.

EDUCATION

Computer Systems Networking & Telecommunications (Certificate)

•Lincoln Technical Institute - Iselin, NJ Graduated: 2016

Certifications

•CompTIA A+ Certification Issued Jun 2016 - Expires Jun 2022

Certificates

University of Central Florida: Continuing Education

(Intermediate SQL)

University of Central Florida: Continuing Education

(Introduction to SQL)

LANGUAGES

English (Native Proficiency)

Spanish (Native Proficiency)

In my SQL course, I have used MS SQL Server management Studio in order to Create, Modify, and Configure data for tables that I have created in my Intro Practice DB database and Practice DB-Inter Database.

I am proficient in:

1.Joining Multiple Tables

2.Filtering Rows

3.Grouping and Summarizing Rows

4.Sub querying

5.Tables and Data Maintenance

6.Unions

7.Using String and Data Functions

8.Stored Procedures

9.Indexes and Views

10.Triggers

*I have attached two of my Practice Database Models that I have created in MS SQL Server*

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