Customer Service Analyst
Resume:
GLENN H. KITLEY
Delran, NJ ****5
856-***-**** Cell
e-mail address: *********@*******.***
Objective: Professional position which allows me to continue to utilize my experience and education in the Information Technology field.
Work Experience
PENN MUTUAL Horsham, Pa. Current
Troubleshooting PC, network, applications both standard and propritary as well as hardware related problems. I also support mobile devices and those applications. These issues are done by working email requests, telephone calls and assigned tickets. I also assist remote and home office users with connectivity issues, and setting up interns. Ticketing system used is Service Now..While at Penn Mutual, I am consistantly a top call taker as outlined in the Weekly Call Report. I was involved in writng the training manual for new hires as well as training them to to become a productive part of our team. I have worked in a limited capacity in Account Management performing the various functions and tasks assigned to Account Management. Additionally, I have further been afforded the oppurtunity to manage all moves done in the Home Office. I have been given the new responsibility of purchasing all the IT equipment/software for the company. Further, I am the person responsible for moving all the electronic equipment in the company when personnel relocate. Additionally, I have performed all functions typically associated with being a team lead.
PHH MORTGAGE….Mt Laurel, NJ 2012-2013
Troubleshooting PC, network, and hardware related problems. Answering Email and telephone calls supporting problem tickets along with propritary applications .Contact customers involved in processes and assist them in keepinng the systems and hardware operational. Also assisted remote users work through connectivity issues including VPN and Citrix. Ticketing systems used were ServiceNow and HDS.
J.P. MORGAN CHASE…Wilmington, De 2011-2012
Provide monitoring support for company internet sites. This support includes but is not limited to: originating tickets from email and monitoring alerts, running bridge calls and working with resolvers to bring the issues to an end. Tools utilized in this process include EG, SCOM, Keynote and Topaz. Appointed temporary weekend lead, responsible for overseeing all shift activities and continue to perform analyst tasks as well. Serviced internal and external customer needs.
AMTRAK…Philadelphia, Pa 2011
Provide support for the AAMPs (American Software) system, including help desk, security, as well as providing insight into systematic problems and helping address/provide solutions. Support Conversion to SAP as Needed. Lead Help Desk Function for AAMPs System. Lead Security Function for AAMPs System, including audit/documentation. Identify Systemic Problems, Potential Root Causes, and Potential Solutions for AAMPs..
Glenn H. Kitley
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BURLINGTON COAT FACTORY…..Edgewater Park, NJ 2010-2011
Help Desk Analyst II
Troubleshooting PC, network, and hardware related problems. Answering email and telephone problem
tickets.Contact stores involved and assist them in keepinng the systems and hardware operational.
KEYSTONE MERCY HEALTHPLAN….Philadlephia, Pa 2008-2010
Help Desk Analyst II
Troubleshooting PC, Laptop,mainframe and software related problems, including security evaluation, troubleshooting, customer service, VPN, MS Exchange Administrator, establishing network connections and configurations for desktop systems and peripherals. Headed up and oversaw all incoming email trouble ticket issues. Provided second level and first call resolve. Worked
with a number of propriortary clinical applications and call tracking software.
ARAMARK CORPORATION…..Philadelphia, Pa 2006-2008
Help Desk Analyst II
Troubleshooting PC, Laptop,mainframe and software related problems, including security evaluation, troubleshooting, customer service, VPN, MS Exchange Administrator, establishing network connections and configurations for desktop systems and peripherals. Headed up and oversaw all incoming voicemail trouble ticket issues. Provided second level and first call resolves.
SUNGARD RECOVERY SYSTEMS….Voorhees, NJ 2005-2006
Help Desk Analyst
Handled escalation of trouble tickets, customer service, and various mainframe issues utilizing Service Center software primarily and other mainframe software.
Serviced internal and external customer needs.
CIGNA INSURANCE COMPANY ..…Voorhees, NJ. 2001- 2005
Help Desk Analyst
Troubleshooting PC, Laptop and software related problems, including security evaluation, troubleshooting, customer service, VPN and RAS, MS Exchange Administrator, establishing network connections and configurations for desktop systems and peripherals, using the Vantive software and associated trouble tickets to ensure rapid escalation and resolution of customer problems, providing first and second level support for all PC issues, software and networks.
Serviced internal and external customer needs.
Astra Zeneca Chesterbrook, PA 2001
Help Desk Assistant Night Lead.
Assistant night shift lead. Responsibilities include: supervising staff and allocating manpower, cases and assignments. Troubleshooting PC and software related problems, including security evaluation, troubleshooting, customer service, establishing network connections and configurations for desktop systems and peripherals, using the Vantive and Meridian software..
Glenn H. Kitley
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Covad Intergrated Services assigned from HL YOH…. …Media, Pa. 2000
NOC Analyst and LAN/WAN Administrator.
Responsibilities include: Troubleshooting e-mail accounts and server data, including security evaluation of unsolicited mail, troubleshooting customer access. Remedy software and escalation of tickets to second level support
Education
Computer Learning Centers, Inc.- Cherry Hill, NJ
Summa Cum Laude
700 hour curriculum in Network Engineering and Management.
Curriculum included: Microsoft NT, TCP\IP, IIS, Server,
Workstation, and Netware 5.0.
St. Joseph’s University
Bachelor of Sciences in Management/Marketing
Certifications
MCP
MCSE
Certified Help Desk Professional – June, 2005
Additional Achievements
IAABO Basketball Referee 25 years
IAABO Board 34 – assignor 8 years. Accomplishments include: assigning over 300 referees in South Jersey, increasing revenues 200% during my tenure
Delran Township Board of Education Member 2013-2018
Delran Township Board of Education President 2015-2017
President Delran High School and Middle School PTA 2010-2012
Vice President Delran High School and Middle School PTA 2008-2010
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