SUMMARY:

A self - motivated, driven professional seeking to obtain a position where my skill set & educational background will be further utilized and challenged while extending my education as well as career development.

PROFESSIONAL EXPERIENCE:

Confidential

I.T. Service Desk Analyst

• Answer incoming technical support phone calls and emails in a high-volume environment and enter all pertinent information and updates of the reported issues into a ticket tracking application.
• Delivers high levels of customer service at all times and ensures compliance with Service Level Agreements (SLAs.)
• Provide 1st level and 2nd level technical support for the following:
• All IT hardware including desktops, laptops, networking and telephony equipment
• Desktop software applications
• Business / Enterprise software applications
• Analyzes and documents reported issues and outages - determines severity, impact, and nature of reported issues, and begins incident or service request management process
• Proactively checks the Service Desk queue for open tickets
• Provide desk side services as required including: installs, system configuration, hardware break/fix and advanced technical support
• Assist various teams in the I.T. Department on corporate I.T. project deliverables
• Microsoft Windows 7 & XP configuration, support and troubleshooting
• Network support and administration in Windows Active Directory
• Use, support and configuration of Voice over IP telephone systems
• Support and troubleshoot remote access technologies and components
• Support and troubleshoot enterprise applications, client server and web-based

Confidential

Information Technology Analyst

• Screens, refers and diagnoses internal inquiries and work requests as they relate to maintenance of personal computers and related systems.
• Assists users with the installation, configuration, and upgrade of computer hardware and software of programs in multiple environments and provides education in the use of client mandated software.
• Provides end-user software troubleshooting and support.
• May troubleshoot, analyze complex data, and resolve advanced application, corrupt database, and data processing issues in an efficient and effective manner.
• Properly documents and tracks each issue/ticket in Remedy, and escalates issues that require more advanced research and troubleshooting to the appropriate support organizations.
• Properly assigns incident and service request tickets priority using impact and urgency and product categorization classification.
• Applies basic diagnostic techniques to identify problems, investigate causes, and recommend solutions.
• Provide troubleshooting and support as well as assist in the administration of e-mail systems.
• Provides phone support for local and off-site users.
• Maintains current knowledge of relevant technology as assigned and participates in special projects as required.

Confidential

Account Manager

• Responsible for demonstrating, advertising, selling and marketing the client's electronic products in stores such as Best Buy, Office Depot, and Staples.
• Make frequent visits to numerous accounts to ensure that the client's product is marketed efficiently and effectively.
• Trained Best Buy, Office Depot, and Staples employees on new and current products
• Worked as a liaison while conducting B2B and B2C sales that ensured cooperation and satisfaction between the employer and clientele.
• Responsible for growing business in printer and ink categories.
• Maintaining and evaluating sales trends for my clients.
• Responsible for driving product sales and educating clients on products.
• Creating and developing business plans for my account.
• Influencing distribution, pricing, sales and merchandising for Best Buy accounts.
• Applying industry information, strategies and trends to create value for accounts.

Confidential

NLO PROJECT COORDINATOR (CONTRACTOR)

• Responsible for the day-to-day coordination of labor and materials for multiple, national projects in Structured Cable and IT Deployments. Ensured a high quality of service with an emphasis on communications and documentation.
• Worked with Project Managers to distribute project packages to the SPOC (single point of contacts) in the TEK systems staffing offices.
• Implement and execute contingency plans in the event of resource conflicts (materials and personnel).
• Communicate and coordinate events with the technicians working on projects, ensuring compliance with schedules, distributing scripts and various guidelines.
• Provide comprehensive documentation and real time tracking of project status, interactions and escalations.
• Serve as the control point for maintaining and posting scripts and other documentation related to the projects.
• Maintain a working knowledge of active projects in order to serve as a back-up if the need arises.

Confidential

Business Sales Analyst

• Helped develop the Customer Business Solution Center from the ground up.
• Scheduling, Coordinating and Creating presentations for events and trainings for customers.
• Selling new products to key customers to enhance their current business.
• Communicating with new customers and maintaining relationships with current customers
• Responsible for meeting monthly sales goals linked to events and trainings at the CBC.

Confidential

Help Desk Support Analyst

• Promoted to Help Desk Support from Customer Service Rep in 6months timeframe
• Install, upgrade, configure, and troubleshoot hardware/software, Blackberry & Windows Mobile data/voice products with Microsoft Exchange and Blackberry Enterprise
• Image hard drives for deployment of new desktop pc's
• Configure and troubleshoot Blackberry & Windows Mobile data/voice products
• Configure Blackberry and Windows Mobile products on Microsoft Exchange and Blackberry Enterprise Servers
• Research and resolve tier I & II trouble tickets in a support role
• Assist with configuring VPN support for laptop & mobile devices
• Using Remote Desktop Connection to assist end users in National Call Centers

Confidential

Event Coordinator

• Assisted in organizing press conferences and other events for the Mayor and additional city officials
• Helped to produce public service announcements that aired on local stations
• Performed daily administrative duties and field work.