Panorama Tier 1 Support Resume Silver Spring, MD - Hire IT People

SUMMARY:

Information Technology professional with excellent communication, customer service and interpersonal skills. Strengths include dependable, excellent listening and attention to quality service. Main goal is to always ensure that the customer is satisfied. Attempt to resolve issue on the Tier 1 level.

PROFESSIONAL EXPERIENCE:

Confidential, Silver Spring, MD

Panorama Tier 1 Support

Triage tickets that come into the CDER Informatics Help Desk
Create new user accounts
Provide end users with System Administrator access in the Panorama (Production), (Pre - production) and (PPS-Dev) environments
Assist end users with project and document deletion request
Responsible for deleting Panorama accounts
Provide desk-side support
Address end users Time Reporting issues
Identify, classify, triage, and resolve Help Desk tickets submitted by users via electronic e-mail, create and respond to Service Now issues
Assist end users with SSO (Single Sign on) issues
Respond to incoming calls
Assist with creating SOPs (Standard Operating Procedures) for various duties performed by the Panorama Help Desk
Create Panorama tickets for end users

Confidential, Washington, DC

Tier 1 Tier 2 Support

Was responsible for initiating an incident ticket for each call received into Maximo (ticketing system)
Provided first call resolution or triage for all calls, and assigning the severity to each incident
Assisted end users with printer and software installs
Was responsible for resetting Network, Maximo, PeopleSoft and RSA token passwords
Provided customers with VPN assistance
Trained new Help Desk personnel

Confidential

MY HEALTHEVET Help Desk Analyst