Service Desk Call Center

Stanley Young

***** ********., *******, ** ***** • 313-***-**** • *****************@*******.***

Professional Summary

Objective: To secure a position within the Information Technology community with an opportunity to utilize my technical training and broaden work experience. I am a responsible Technician with excellent troubleshooting, customer service and analytics skills coupled with more than 19 years of experience. Highly effective in complying with safety requirements evidenced by zero work loss days. Broad skills in maintenance and bench builds.

Core Qualifications

Configure, implement, and troubleshoot basic to complex networks in an Lan/Wan environment.

Cisco routers and switches

Operating Systems: Windows 98 - Windows 11

Hardware: PC Upgrade Repair

Applications:

MS Office 365, MS SharePoint

,BES(blackberry) Citrix, C++ Diagnostic

Win10, Cisco IOSHTML, Active Directory, Cisco Routers

Mercury BAC,Symantec

Adobe Acrobat. CA Service Desk

Cerner, Meditech, Allscripts

ServiceNow

Experience

Robotics Field Services Technician, 03/2024 to 02/2025

Insight Global Staffing – Detroit, MI

Monitor Autonomous robots

Troubleshoot Autonomous in live factory environment

Programmed Autonomous robots

Trained new hires.

Service Desk Analyst, 11/2021 to 03/2024

HCL of America – Troy, Mi

Troubleshoot various issue in a multi-platform fast-paced call center environment

Trend Recognition

Support of Clinical applications Cerner, Meditech, Allscripts, EPIC

Premium Service Desk for VIPs and providers

Active Directory administrator

MS Office 365 support

G-Suite support

Field Services - Queue Management, 03/2017 to 11/2021

Ascension Technologies

Real time 24x7x365 monitoring of IT incident and request tickets to ensure accurate ticket assignment, and timely response and resolution to customer issues

Trend Recognition

Real time monitoring of AIS Field Services resolvers for schedule adherence, availability and compliance

Works with Level2 support resolvers to manage and update individual high/critical ticket

Creates Reports and performs analysis which assists leadership and team with workforce management, ticket filtering, and ticket load balancing

Maintain accurate records of all IT assets, including hardware and software inventory

Monitor stock levels and coordinate with procurement for timely replenishment

Conduct regular audits to ensure compliance with inventory policies

Help Desk, Shadowing Level 1,2,3 Network Engineers/Administrators Monitored live data on the network and how network theory applies to real world Learned service call, trouble ticket, and escalation process

Service Desk Analyst, 08/2010 to 03/2017

Ascension Information Services – Auburn Hills, MI

Troubleshoot various issue in a multi-platform fast-paced call center environment

Trend Recognition

Support of Clinical applications Cerner, Meditech, Allscripts

Shadow/Reverse Shadow new hires

Senior Support Technician, 12/2005 to 08/2010

Techteam Global – Southfield, Mi

Troubleshoot various issue in a multi-platform fast-paced call center environment 2nd Level point of escalation for agents Interaction with customers 2nd support,3rd support and management level Trained new hires on various call center processes, various apps, and hardware

Tracking, paging, and management of Critical/Global incidents for multiple IT environments

Initiate Conference calls with 2nd and 3rd level IT Support

Business Analyst, 03/2008 to 06/2009

Fastswitch LLC, Ford Motor Company – Southfield, MI

Monitoring of application availability Metric Analysis/ Trend Recognition Data Manipulation Direct interaction with customer and 2nd and 3rd level IT MS SharePoint administration and architecture

Blackberry Administrator, 05/2005 to 09/2005

EDS/General Motors – Warren, MI

Industrial, 08/2003 to 04/2004

Forge Industrial Staffing – Livonia, MI

Various fast-paced assignments with included: Packaging, Shipping, Bottling and Assembly

Shift Supervisor, 01/2000 to 04/2003

Kentucky Fried – MI

Cash, Labor, and Product Management

Trained New Employees Scheduling Employees Interviewed potential employees

Shift Supervisor/Cashier/Cook, 05/1998 to 01/2000

Kentucky Fried Chicken – Detroit, MI

Prepared Food Cleaned and Maintained store Stocked and Ordered Supplies

Education

Computer Science, 01/2026

Wayne State University - Detroit, MI

Network Administration: 12/2005

Focus: HOPE- Information Technologies Center - Detroit MI

Network Administration Program Awarded Class Valedictorian Earned over 90 percent in academic performance and had perfect attendance Hands-on training in building, configuring and troubleshooting PCs

MOS word certification

Liberal Arts, 1999

Wayne County Community College District - Detroit, MI

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