Service Desk Analyst III Resume , Newark, De - Hire IT People

SUMMARY:

I possess dynamic interpersonal skills as well as excellent written and oral communication skills. I’m mathematically inclined and capable of exercising good time management skills. I efficiently instruct other employees while prioritizing projects. I possess a professional work ethic and successful ability to work with a diverse clientele.

PROFESSIONAL EXPERIENCE:

Confidential, Newark, De

Service Desk Analyst III

Responsibilities:

Team Lead Responsibilities for the CAI Internal Service Desk Supporting 3000 Associates
Conduct Training and Mentoring of New Associates and Interns
Research, Publish, and Update Intranet Knowledge Base Documents using SharePoint 2013
Create, Edit, and Support both Active Directory Domain and Local User Accounts; including granting permissions for Network Drives and Shared Folders
Troubleshooting by following a step - by-step approach, verifying network connectivity, researching the root cause of application errors
Proficient in Windows XP/Windows 7
Proficient in Microsoft Office 2003 and 2010
Troubleshoot PC Hardware, Driver, and Printer issues.
Troubleshooting Compatibility Issues within Internet Browsers and Applications
Troubleshooting VM Ware Login Issues
Troubleshooting VPN connections
Prioritize and Escalate issues to the appropriate L2 Groups
Monitor, L1 troubleshoot, and Escalate Server/VPN Alerts
24x7 Service Desk Point of Contact for Network related Outages

Confidential

Service Desk Analyst II

Responsibilities:

Primary Support for GroupWise to Outlook 2003 Global Migration of 50,000 users
Remote Access Support for Nortel VPN
Novell and NT login support utilizing Novell ConsoleOne and Active Directory
Citrix support
SAP login support
AS/400 support
Research, Publish, and Update Intranet Knowledge Base Troubleshooting Documents HP Service Manager

Confidential, Newark, DE

Driver/Warehouse Personnel

Responsibilities:

Confidential

Service Advisor

Responsibilities:

Established and proposed repair estimates that met customer approval while exceeding established quality and sales goals
Properly communicated work orders to technicians to ensure accurate completion of repairs
Acquired a working knowledge of ADP Service Department software

Confidential, Newark, DE

Driver / Dispatcher

Responsibilities:

Routed and dispatched drivers to maintain effective schedules
Satisfied time requirements for towing assignments
Maintained compliance with city, county, and state police personnel and offices regarding policies and procedures for ordinance, documentation, and changing statutes