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It Service Delivery Technician Resume

OBJECTIVE:

  • To obtain a position which would utilize my knowledge, experience, and skills in all phases of Hardware and Software Remote Support, Customer Call operations and Staff Management that would provide opportunities for career advancement within the company.

SUMMARY

  • My experience encompasses all areas of Customer Care, Call Support, Problem Resolution along with Training and Mentoring Coworkers on Policies and Procedures.
  • My attention to detail and organizational skills combined with self - motivation allows me to quickly learn specific procedures and methods of operation.
  • My computer experience includes custom software applications used in customer care centers and my familiarity with several OS systems including Microsoft Windows 2000 Professional, XP, Vista, 7, along with other software applications such as Microsoft Suite 97/2000/2003/2007 , 2010, Lotus Notes, Track-it, CustQ, Heat, PcAnywhere, Radmin, Ghost, JDA/Red Prairie, SharePointLeap FTP, Active Directory, Radiant Site Manager, Radiant Configuration Manager

PROFESSIONAL EXPERIENCE

Confidential

IT Service Delivery Technician

Responsibilities:

  • Provide phone assistance and Remote Support to approximately 1275 Retail Locations
  • Supported transition for retail Hess stations to Confidential stations

Confidential

IT Service Delivery Technician

Responsibilities:

  • Support Hardware Replacements and Network support / Installations
  • Image PC’s and make site specific when needed
  • Re-terminate and test peripheral device cables for distribution as needed
  • Provide assistance to pump technicians in performing Dispenser, Fuel Controller, Systech and cable replacements
  • Provide phone assistance and Remote Support to approximately 1275Retail Locations
  • Perform necessary software and equipment upgrades to Retail Locations as needed
  • Trainingstaff on help desk procedures and software tools while following and maintaining the company quality processes and standards and assisting them in software configuration and maintenance issues
  • Mentor Team members during day to day operations
  • Document procedures and update when necessary
  • Create and update procedural documentation for training material, for troubleshooting issues and for new Hardware or Software rollouts to the Retail Locations for managers to use as Reference Guides.

Confidential, Woodbridge NJ

IT Service Delivery Technician

Responsibilities:

  • Train staff in care center procedures and software tools
  • Scheduling staff work shifts; monitoring attendance and leave of absence
  • Reviewing and approving staff timesheets for payroll
  • Maintain monthly statistics and services provided
  • Provide feedback and statistic reports to company management
  • Performing customer satisfaction surveys

Confidential

Help Desk Representative and Senior Analyst

Responsibilities:

  • Responds to call volume from internal/external clients.
  • Open trouble tickets for internal/external clients via phone & e-mail.
  • Assign tickets to the appropriate team.
  • Provide e-mail confirmation of open issue.
  • Provide follow-up to ensure client has been contacted in regards to open issue.

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