IT Operations Analyst/Senior Resume Sandy Springs, GA - Hire IT People

PROFESSIONAL EXPERIENCE

IT Operations Analyst/Senior

Confidential, Sandy Springs, GA

Responsibilities:

Manage the Technical Support Team for Confidential Billing department.
Ensuring all tickets and projects created in Connectwise/ServiceNow are completed in a timely manner.
Senior SharePoint front end designer and support for Northside Practice work driver interface.
(Cisco Unified CM Administration) (Cisco Unified CCX Administration) Cisco IP Telephone system administration/Call center routing configuration.
Desktop and Laptop Hardware configuration
Microsoft Exchange Console Server administration.
Utilizing Active Directory to add user accounts, reset user passwords, assigning permissions
Systems Lead for Active Directory Services and Configuration on multiple domains.
Responsible for planning, purchasing and implementation of office printers for mass printing and desktop printing.
Including scheduling updates, maintenance, purchasing supplies and upgrades.
Maintain and manage the lifecycle of all workstations, laptops and servers.
Plan implementation of new systems including software updates and upgrades as necessary.
Create easy to access images for the systems for disaster recovery.
Ensuring optimal facility security by upgrading door access system from GE Topaz Security to ZKAccess system.
Maintaining accurate account of all employees needed access times to the office and locations in the building.
Responsible for relocating over 250 systems and end users to Perimeter Summit location.

IT Specialist

Confidential, Norcross, GA

Responsibilities:

Work on a ticketing system for support and helpdesk issues.
Windows 7 imaging.
Fix desktop and laptop hardware problems.
Utilize Active Directory to add and edit user accounts, reset password and unlock accounts.
Setting up new workstations for the new users.
Installing and adding new email accounts within the email server and outlook.
Fix hardware and software issues.
Responsible for limited support for the fax machines, printers and copiers, such as, installing toner, fusers, removing paper jams, etc.
If the problem required an authorized technician, I placed the call and was the contact person.

Team Lead/Client Services Analyst/Call Center

Confidential, Norcross, GA

Responsibilities:

Monitor agent calls and provide feedback Monitor call volumes and adjust agent's schedules to handle heavy call volumes Gather and proactively share Best Practices to help improve performance of each agent and overall call center call quality.
Direct team to identify opportunities for process improvement Take calls as well as directs calls to agents who can handle them most efficiently Manage, hire, motivate, coach, develop and retain agents Provide support on proprietary banking software.
Trained clients on software via the web and telephone.
Troubleshoot software related components via the telephone.
Support Quality Assurance Coordinators and Team leads to communicate new and current promotional products, service, and customer service skills.
Improve overall customer experience and first contact resolution by delivering quality feedback via side - by-side sessions and remote monitors.
Ensure timely completion of observation goals, feedback, team meetings, and one-on-one supervisor led coaching sessions.
Provide direction, skills, and techniques on efficient call handling practices to reduce escalated calls.

Helpdesk Customer Support Representative

Confidential, Alpharetta, GA

Responsibilities:

Monitored Web sites and wireless devices Support multiple hardware and software solutions Performed desktop maintenance and software installations Troubleshoot computer hardware related components via the telephone.
Provided quality customer service with a high volume central processing center.
Responded to customer calls and inquiries regarding product orders and warranty issues.
Actively participated in call center initiatives that identified service delivery failures within the current operating practices and policies in an effort to improve efficiency and effectiveness.