IT Analyst Resume

SUMMARY:

Contributing hard work and skills for future IT development
Accomplished Executive and respected leader with over 7 years’ IT experience support, planning and directing for management.
Additional previous 7 years’ sales, service and finance management.
Recognized for superior business acumen - poised in high pressure, fast-paced business environments.
Utilizes project management principles to independently plan and direct high-level business affairs.
Powerful written communicator with the ability to effectively foster open relationships while maintaining confidentiality.

TECHNICAL SKILLS MATRIX:

PROFESSIONAL EXPERIENCE:

Confidential

IT Analyst

Responsibilities:

Provides Tier 2 IT support for Confidential Users and Vendors during new helpdesk launch.
Provides resolution via telephone/email/chat for customer s end users
Route problems to Confidential internal Application support staff.
Use the Incident Management System (Remedy) to document and manage problems, work requests and their respective resolutions, and circumventions.
Responds to telephone calls, email, instant messages, and assigned tickets from users;
Assign work orders / incidents to appropriate support teams and follow up until closure.
Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow - up steps
Escalate complex problem to appropriate support specialists
Identify, evaluate and prioritize customer problems and complaints
Train users and operators on a limited basis and/or may write training procedures
Participate in on - going training and departmental development
Provide all required documentation including standards, configurations and diagrams.
Experience using Cisco Jabber as IM tool, SAP, Cisco Box Enterprise, ED5 & 7, and Saas technologies, Xenapp Citrix Receiver, mobile iron, O365, java

Confidential

Helpdesk Technical Specialist

Responsibilities:

Successfully maintained KPIs 99% answered calls, online helpdesk or emails per day and acknowledge/respond to queries on HRIS within 30 minutes.
Engaged in continuous learning and research of new functionality in company product (Saas) in conjunction with schedule training sessions.
Displayed outstanding customer service skills when interacting with internal/external customers
Created/Conducted presentations for meetings
Performed HR administrative and OD/OT functions upon acquiring my MBA
Subject matter expert for company’s HRIS (SaaS support)
Utilized Google apps and Drive

Confidential

IT Specialist/ Team Leader

Responsibilities:

Successfully implemented backup exec software to efficiently backup client machines.
Periodically conducted scheduled maintenance and software assurance
Inventory Management
Anti-Spam/Anti-Virus support and upgraded as guided by the Operations Manager
Manage Server configuration and maintenance projects
Installed/maintained SHARP, HP, Canon printers and MFPs
Office 365 installation/configuration/training experience, and various other software applications (MS Office suite2007-2013, Symantec Antivirus, VMware, team viewer, adobe, etc.)
RDP technologies, AD, VDI, Cisco and Shrew VPN, User assistance ( in person, via telephone and remotely)
Set up audio conferencing devices using Logitech and Polycom devices

Confidential

Helpdesk Administrator/ Technical Support Officer

Responsibilities:

Assisted Junior Database Administrators with database issues and data warehousing
Configured/Troubleshoot SQL 2008 servers, Microsoft Exchange Servers 2003
Created/Enrolled/ Modified/Deleted users in Active Directory
Set up audio conferencing devices using Polycom devices
Installed/Modified Mc afee Security Appliances
Technical & Operational Computer Security
LAN Installation, Group Policies Administration

Confidential

Customer Service Associate

Responsibilities:

Provided customer service of all levels and exceeded targets set by management. Introduced customers to the Corporation's products and found the best suited products to match their lifestyle. Promoted to Head customer service associate, aided as middle management between junior CSA’s and senior management staff.
Training & Development of junior Confidential, assigning duties to junior Confidential .
Foreign Exchange Transactions
Sale/Repurchase of Units, Opening/Closing of Accounts
Balancing of end of day’s report
Relief Customer Service Assistant
Data Entry of ATM and Fast Deposits Transactions

Confidential

Counter Clerk

Responsibilities: