It Systems Support Analyst

Michelle Bilello

Nashville, TN ***** • 629-***-**** • **********@*****.*** • WWW: Bold Profile

Skills

POS systems proficiency

POS systems proficiency

Professional Summary

Professional with strong expertise in retail support, known for reliability and adaptability in dynamic environments. Demonstrates exceptional skills in inventory management, customer service, and point-of-sale operations. Focuses on achieving results through effective team collaboration and efficient problem-solving. Recognized for consistent performance, strong communication, and ability to thrive under changing demands.

Work History

Retail Support Specialist, 06/2022 to Current

Estee Lauder – Melville, NY

Provide remote support for Estee Lauders Brand retail store.

HP Pos systems including all peripherals, oracle Xstore, V-20 implementation and support

instore network management, printers, voice.

Manage Active Director, Office 365 and SSO multiple application.

Train new employees and current employee.

Support multiple such as PMM, Xadmin, Relate.

Support Retail Next, Intralogic AND Meraki Camera Systems.

End to end user support working directly with store employees.

It Systems Analyst, 02/2020 to 03/2022

UBS

Supports the Service & Product Manager across several technical domains

Ensures workflows, processes, tooling, and applications are of the highest quality standard

Serves as the 1st point of contact for users seeking technical assistance over Voice, Web or Chat channels

Performs remote troubleshooting through diagnostic techniques and pertinent questions

Determines the best solution in KB based on the issue & details provided by customers

Direct unresolved issue to the next level of support personnel

Provides acute information on IT products and services and encourage Self-service

Passes on any feedback or suggestions by users to the appropriate internal team

Identifies and suggest possible improvements on procedures

Retail Systems Support Analyst, 12/2013 to 08/2019

Estee Lauder Company – Melville, NY

Remote support for Estee Lauder Brands, NCR POS systems, Xstore, Oracle, SQLPlus workstations, MySQL, servers, printers, Active Directory, LogMeIn, OWA, polling stores for End of Day processing, manual file transfers, FTP, Remote software, RDP, Lync, Skype, Teams

Network connectivity and drive mapping

All work done remotely

Traveled throughout US and Canada setting up store POS, network equipment and peripherals for new stores setup or temp\perm, perm\temp moves

Training new employees

Setting up new employees in PMM and Active Directory

Creating Drives for POS systems and PC's

Middleware, Workforce and Task Manager Admin

Citrix and SharePoint applications and Meraki switches

MAC OS support including iPhone and iPad

High Queue volume answering calls

Meraki layer 2 switches and WiFi Access Points

Windows Server 2012

Systems Analyst, 08/2013 to 12/2013

Lincoln Computers/WPCarey – Manhattan, NY

Remote and onsite support for financial company

Windows 7, Microsoft Office, Active Directory, Microsoft Exchange, Numara, LogMeIn, Footprints, MRI

IPhone, IPad and Blackberry support

Setup workstations, reimaging via Ghost

Administrative duties

Help Desk Analyst, 01/2012 to 01/2013

Health Diagnostics, LLC – Melville, NY

Support for Stand-Up MRI user-end support

Implementation of workstations and other peripherals

Phone and Remote access support

Microsoft Office, Active Directory, Microsoft Exchange

User accounts and email set-up

Build Reimage and setup workstations for various sites

Hardware and Software maintenance

Administrative duties

Technical Support Representative, 01/2011 to 12/2011

Cablevision – Jericho, NY

Technical Support Agent for Optimum Online, Optimum Voice and IO TV, assisted customers with e-mail clients; Microsoft Outlook, Outlook Express, Mac Mail, Thunderbird, Eudora for setup and troubleshooting issues

Assisted customers via telephone to troubleshoot online connectivity, software issues, hardware issues, such as modems, routers and computer issues

Teller, 01/2010 to 01/2011

TD Bank – Babylon, NY

Handling large cash transactions and reconciliations tasks

Deposits, and withdrawals for Bank customers via Bank Database

Provided account status data whenever required

Owner/Operator, 01/2005 to 01/2010

The Argyle Hair Company – Babylon, NY

Hairstylist proficient in all areas of Hair Care

Marketing for Salon, Inventory, Accounts receivable and payable

Employee management hiring, firing and discipline

Excellent management skills

Education

Associate of Applied Science: Computer And Information Sciences, 05/2012

Briarcliff College - Bethpage, NY

Certifications

CompTIA Certification

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