Shipboard Application Support Analyst Resume

PROFESSIONAL EXPERIENCE

Confidential

Shipboard Application Support Analyst

Responsibilities:

Provided the means and measures for testing all the aspects of a software solutions, both functionally and technically, in order to meet the requirements and overall quality for the intended use of the solution.
Created an end - to-end test plan; executing the plan and managing all activities in the plan to ensure that all the objectives are met and that the solution works as expected.
Analyze, design, code and inspect new software solutions. Worked in collaboration with technical peers to reach goals

Desktop Support

Confidential

Responsibilities:

Configure and deploy Windows and Mac OS systems and hardware for users.
Followed relevant procedures to resolve incidents and fulfill requests within agreed upon service level agreements (SLAs).
Monitored and managed incidents and work orders through Remedy.
Assisted users on hardware and software questions/issues that included but not limited to IBM Notes, Office 365, AS-400 (IBM iSeries), Hyperion, Power BI, Adobe Pro, and Cisco Anyconnect.

Confidential

Desktop Support/Unified Communications Support

Responsibilities:

Installed and maintained Windows and Mac OS systems and hardware for users.
Assisted in configuring and installing Cisco VOIP phones for multiple departments and organizations.
Provided technical support for standard processes and technical support areas.
Follow relevant procedures to resolve incidents and fulfill requests within agreed upon service level agreements (SLAs).
Evaluated messages from monitoring tools such as Service Now and acted to resolve and prevent IT infrastructure issues.
Consulting and instructing users on hardware and software questions/issues.
Provided excellent customer service through constant communication.

Confidential

Desktop Support/Office 365 Technician

Responsibilities:

Set up workstations for training sites.
Assisted in coordinating and conducting group session learning on Office 365 and services, such as Skype and MS Office.
Routinely evaluate business training needs and adjust staff development and educational programs.
Provided continuous customer service after training, on site or over the phone.
Conducted client Window 10 upgrades, active directory administration, PC User configurations, and software deployment.