Desktop Support Resume New York, NY - Hire IT People

PROFILE
Certified computer professional with over 10 years of customer call center experience. Areas of specialty include workforce management, desktop support, Active Directory migration, and data analysis

PROFESSIONAL EXPERIENCE

Desktop Support Specialist/ Call Center Analyst October-2011 - Present
Confidential,New York, NY

Utilize workforce management tools to create schedules , forecast and meet Service Levels
Analyzes real-time and historical trending to determine effective forecasting model
Monitors and analyzes data and trends to identify potential opportunities, needs, issues, and problems that could impact business results
Ensures accurate and timely metrics reporting.
Partners with management in identifying and implementing continuous improvement.
Produces staffing schedules, manages vacation database, maintains daily exceptions and produces reports utilizing workforce forecasts and management tools,

Desktop Support Specialist, Active Directory Migration Specialist, Jan-2010 – Jan-2012 (Contractor)
Confidential,Custom Computer Specialist New York, NY
Clients: Confidential,

Provide Active Directory support and reset user accounts, passwords and permissions for over 1200 Physicians
Deploy windows 7 using tools from automated installation kit (AIK).
Capture and backup user data using ImageX and Usmt
Perform network migrations, side by side and wipe & load.
Retrieve and configure data from (.mig) (.xml) and(.wim) files, Deploy and setup Wyse terminals (thin Clients)
Troubleshoot issues on end user\'s computer from Vista, Windows XP and Windows 7
Execute scripts to automate back up of end user files, settings and profiles, email; mapped drives, etc.
Encrypt and decrypt end user hard drives, documents (files and folders)
Set-up PC and Mac work stations for Gap employees during relocation and documented any discrepancies..
Provide resolution and assistance to standard supported applications: Lotus Notes, MS Office, Outlook, Internet Explorer, Adobe Suite, Acrobat Professional, and other supported proprietary applications and systems.
Install andrepair faulty or damaged operating system software
Configure Laptops for RSA and VPN
Novell to Active Directory Migration of over 5,000+ Systems using Usmt and end user support for PC’s and Mac’s
Log, document, and answer help desk calls using Magic Service Desk, Remedy and Excel.
Perform Symantec endpoint protection, managed and unmanaged, remove malicious software, spyware, and Trojans.

Specialist Sales Support, Force Administration December 1996 – November 2008
Staff Manager (Internal Consultant to the Vice President and 10 Directors)
Confidential,New York, NY

Streamlined development, production and troubleshooting of Microsoft Office Force Management Reports (FMR) for over 500 Business and Residential telecommunication call centers in 26 states
Ensured accuracy of all reports and resolved all (FMR) concerns from the call centers to the executive team
Improved customer satisfaction 20% by spearheading template project in 9 regions improving report accuracy
Created monthly scorecards detailing call volume and metrics for all Verizon East Business call centers
Managed and monitored daily customer service representatives in multilingual call centers for N.Y., N.J., N.E., Pa. and Md. to ensure Public Service Commission (PSC) monthly service level goals were met
Reduced employee absence rate by 50% and need for overtime by 10%
Reviewed, modified and monitored scheduling of 200 customer service representatives using real-time management software to ensure monthly service level goals and staff resources were met
Monitored service level and managed staffing requirements for the organization

EDUCATION
CompTIA A+, Network +, Microsoft Office Specialist Certification

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