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It Support Specialist Resume

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Exton, PA

SUMMARY:

  • Experienced manager with extensive background in Salesforce administration, project management, media auditing, reconciliation, storage, transportation, and maintenance for global financial organizations
  • Experience and skilled in conflict and issue resolution. Skilled in, documentation, client relationship management, project and vendor management, and people leadership.
  • Experienced in audit issue resolution, policies and standards created or updated as response to audit issues, and ongoing process improvement. Experienced in cross department and vendor relationships.

TECHNICAL SKILLS:

Operating Systems: Windows Mainframe OS390 Unix Linux Apple

Hardware: Desktops Laptops Mobile Devices Server Racking Cabling - Copper and Fiber Optics

Printers Disk Drives Multiple forms of Media

Software: Salesforce Microsoft Products - Word, Excel, PowerPoint, Access, Visio, Outlook Lync SharePoint Lotus Notes Vertices March Networks NICE Systems Adobe Acrobat SAS TAMS HP Service Manager Concur Clarity HP Application Lifecycle Management

PROFESSIONAL EXPERIENCE:

IT SUPPORT SPECIALIST

Confidential, Exton, PA

Responsibilities:

  • Providing Salesforce administration, development, and support for Marketing and Business Development
  • User administration including User creation, deactivation, role, and profile assignment
  • Working with Lines of Business to develop Salesforce criteria specific to the department
  • Building customized Objects and Fields in Salesforce to better suit the business needs
  • Creation of Validation rules for security and data integrity
  • Development of automated emails and field updates with the use of Process Builder
  • Application integration with iCapture - 3rd party application for capturing contact information from business cards and ID badges and entered directly as Leads
  • Migration of data via data loader - Exported and migrated over 20,000 records due to a business buyout that also had Salesforce
  • Building user friendly reports for each line of business based on business needs and management requests
  • Develop dashboards for Management and Senior Executives to graphically reflect and represent the data within Salesforce
  • Continually providing customer service to all internal employees
  • Onboarding and Offboarding of all employees and contractors
  • Monitoring all servers and network connections throughout Frontage
  • Support with all IT procurement needs, finding quality supplies, tools, and other IT related equipment
  • Projects
  • Completely managed project to update the old analogue phone system to a new VOiP phone system which included all new network hardware, wiring, constant communication with vendor support, installation,, and remediation.
  • Ran project to automate label printing and performed all software validation testing associated with eWorkbook.
  • Developed balance integration and validation testing for eWorkbook.
  • Developed automated scripts to automate everyday data entry jobs for scientists.
  • Worked with client to build out all the technology and security surrounding the new leased labs including new computers, network access, table mounted workstations, security cameras, and badge access.
  • Helped install and completely learn a new badge security system. Helped install and completely learn a new camera security system. Improved security around all IT server and switch rooms.

ASSOCIATE TECHNOLOGY OPERATIONS ANALYST

Confidential | Wilmington, DE

Responsibilities:

  • Manage migrations of data and hardware from several merged companies.
  • Plan and document all steps, timelines, and KPI.
  • Partner with multiple lines of business to analyze and resolve issues
  • Enhancement and documentation and hardware and software.
  • Move data and hardware from closed sites to JPMC data centers.
  • Coordinate with multiple lines of business across the bank and vendors to successfully complete each merge and migration.
  • Schedule all travel arrangements including flight, hotel, and rental car for all business trips taken.
  • Saving and copying all expense receipts
  • Process and report on all travel expenses along with other expenses using Concur.
  • Audit and update all expenses as needed
  • Lead up to 25 contractors across 10 regional data centers.
  • Manage relationship with vendor to establish expected results and responsibilities for contracted employees.
  • Coordinate special projects with vendor to identify appropriate staffing needs according to project deliverables. Regularly maintain process and procedure documentation to ensure employees have access to the information needed to perform on the job.
  • Build requirements for software updates and enhancements.
  • Build relationships with the 3rd party vendors to coordinate the enhancements to the software.
  • Coordinate development and user acceptance testing once the enhancements are complete.
  • Schedule and test all software function, including enhancements, once in production.

SENIOR HELP DESK ANALYST

Confidential, Wilmington, DE

Responsibilities:

  • Provided subject matter expertise in mainframe systems.
  • Managed internal client service and problem resolution.
  • Resolved issues related to hardware, software, network, security, remote access, and mainframe systems.
  • Created and maintained knowledge management tool used by all Help Desk Agents in issue resolution.
  • Recognized for superior client service skills.

INFORMATION TECHNOLOGY OPERATIONS

Confidential | Fort Wayne, IN

Responsibilities:

  • Monitored global mainframe systems and servers and managed the removal and replacement of backup media for several nationwide sites.
  • Resolved or opened incidents for local technology issues.
  • Created and update processes and procedures.
  • Transported and stored tapes in remote locations on a weekly basis.
  • Executed JCL editing.
  • Monitored and maintained network connectivity.
  • Resolved or opened incidents for all technology issues within the company.
  • Performed weekly shutdown and reboot of entire mainframe system.

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