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Senior It Analyst Resume

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Durham, NC

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SUMMARY:

  • Senior IT Analyst with 5 years experience.
  • Apply self - analysis to resolve problems independently by employing creative thinking and puzzle solving skills amid various outlines.
  • I a ssess and implement process improvement to mitigate revenue loss.
  • I strive to attain a high Net Promoter Score to secure customer satisfaction as a third party.
  • Strong Leadership Supervising/ Critical Thinking Effective Communication Versatility Exceptional Customer Service

TECHNICAL SKILLS:

Active Directory Windows OS Mac OS Linux OS Microsoft office suites SQL Esprida Device Management Airwatch Citrix Systems POS systems LAN/WAN Hubs & Routers/Switching VPN Two Factor Authentication ACE Server RSA SecurlD Incident Management SAP VMware

EMPLOYMENT HISTORY:

Confidential, Durham, NC

Senior IT Analyst

Responsibilities:

  • Provide VIP desktop support for Confidential executives worldwide.
  • Tackle incidents remotely by phone, e-mail, and chat using tools such as Skype for business, TeamViewer, and Cisco Webex via VMware Virtual desktop client.
  • Track all ticketing data via ServiceNow platform.
  • Assigned incidents to appropriate groups based on Configuration item and severity.
  • Update knowledge articles with new concept resolution and possible workarounds of known issues.
  • Gather knowledge globally to submit feedback directly to process owner for proposal of process improvement on recurring incidents.
  • Inform and educate team managers of improper ticket documentation and assignment performed by direct reports, also encouraging use of knowledge articles.
  • Oversee compliance of corporate devices. Deploy and configure AirWatch for mobile devices and McAfee Suite products including HIPS, ePolicy Orchestrator, and Endpoint Encryption for desktops.
  • Keep current with policy deployments, system updates, and s to expeditiously support within SLA resulting in little to no loss of revenue.
  • Regulate Windows login accounts and user access control groups via Active Directory.
  • Administer VPN accounts and dispense RSA-SecurID tokens using ACE Server web agent.
  • Configure SAP softwares (GUI 7.30), aligning with role compatibility for Dev, QA, Sandbox, and Production environments.

Confidential, Durham, NC

Technical Support Specialist

Responsibilities:

  • Thoroughly instructed Kodak clients how to physically repair store based kiosks and printers.
  • Provided remote desktop support via Citrix
  • Processed shipping and returned computers in BMC asset management software.
  • Retained, repaired, then released used hardware as refurbished items.
  • Recorded step-by-step documentation in Vantive ticketing system.
  • Installed Kodak image on Windows 7 OS and Linux Mint from disk for POS systems and kiosks.
  • Configure LAN/WAN connections and VPN connectivity on all store based devices.
  • Maintained PC health and package deployment to kiosks using Esprida Device Management Server.
  • Assessed need for repair service and dispatched field technicians to site specific locations should requirements exceed Tier 1 scope.

Confidential, Raleigh, NC

Customer Service Specialist

Responsibilities:

  • Sent Prior Authorization form via eFax to doctors for use of controlled substances prescribed to Confidential Medicare D patients.
  • Processed mail order pharmacy refill requests for customers.
  • Maintained and managed customer data in tracking system on each call.

Confidential, Durham, NC

Customer Service Specialist

Responsibilities:

  • Assisted customers with employee benefit services and programs in an inbound call center setting.
  • Performed Human Resources for IBM, accessing Employer healthcare systems, 401k, IRA, Pension and other Retirement accounts for employees.
  • Performed administrator duties using Active Directory to make sure clients' employess are activated on the internal network.
  • Granted customers access to their online accounts after being restricted due to security risks. Also recording all call data in ticketing system.

Confidential, Raleigh, NC

Team Lead

Responsibilities:

  • Provide team with release of new information, and coached direct reports attaining highest quarterly quality scores.
  • Assisted Humana customers with applying RightsourceRX (a Humana subsidiary) Medicare Part D insurance in an inbound call center setting.
  • Approved mail order pharmacy refill requests for customers.
  • Sent eFax to doctors when prior authorization is needed before sending prescriptions of controlled substances to patients.
  • Recording all call data in a ticketing system.

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