PROFESSIONAL EXPERIENCE:
IT Service Desk Analyst
Confidential, Irving, TX
Responsibilities:
- Provided metrics to IT teams during CAB and Leadership meetings.
- Managed trend and variance reports to maintain service utility and suggest improvement on current processes.
- Develop and maintain KB articles for Service Desk team and collaborate with service manager to develop and maintain knowledge base for all IT teams.
- Ensured incident, problem management processes are followed my service desk team.
- Conducted interviews with potential candidates and established onboard training and schedules.
- Monitored all network resources across all US locations through SolarWinds \ Bluesocket and collaborated with network admin to resolve network related issues.
- Managed MDM system (MaaS360) as well as configured new devices before deployment to staff.
- Subject matter expert for printer services, management of Print server, Print Admin tools.
- Second Level escalation to junior level analyst, assisting them with correct escalation path or to the resolution of task.
- Provided guidance and coaching to service desk first level team members.
- Manage and maintain a constant and open channel between venders to meet all internal customer's needs. Vendors include CDW, Xerox, Cardpointe, and others.
- Develop new relationships with new Praters to improve current practices.
- Diligently worked to migrate knowledge base from Remedy Force to ServiceNow.
- Managed the IT integration of multiple acquisitions, liquidation new and exciting company branches
- Tracks and monitors team progress against timeline, scope and budget. Communicates status regularly to project stakeholders and escalates issues for timely resolution.
- Involving all relevant stakeholders, assists in definition of project scope and objective and ensures technical feasibility; Develops comprehensive work plans in conjunction with vendors, third party consultants and project leadership.
- Developed ITSM and ITIL Incident management process with past service desk managers.
- Developed a strong confident relationship with operation team and corporate members to ensure their expectations of service needs are met.
Service Desk Supervisor
Confidential, Irving, TX
Responsibilities:
- Provided Tier 2 and Tier 3 Support for all Printer, Mobile devices, software, and hardware related incidents and request.
- Managed Access management for AD, Webex and
- Incident and problem process manager
- Liaison between IT and external Internet services provider
- Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements.
- Directly works with Tier 1 Support to ensure proper recording of incidents
- Monitor the Incidents and manage the workload of tier 1 staff
- Maintained Knowledge within the KM Database SharePoint
- Prepared documentation for new or existing Knowledge
- Reported on performance metrics to directors
- Staffing and Training New employees
- Coaching and developing existing employees
- Conducting timely performance evaluations
- Provided Project team member support on all IT related projects, by fulfilling all individual deliverables.
- Worked with users to establish and meet business needs.
- Successfully deployed of OCR conversion software on to the primary print server. Built and maintained all user profiles on software directory to local home drives.
- Successfully deployed a new Konica Minolta printer fleet from contract agreement to site deployment to all companies.
- Managed merger, and implementation of the new ticking system, CMDB to Service Now.
- Successfully monitored the success of launch and close of domain migrations for all sub - business units in child domain under the primary domain.
Technical Support Analyst Lead
Confidential, Dallas, TX
Responsibilities:
- Provided specialized investigation and diagnosis of all Incidents and Service Requests
- Identified Problems
- Escalate unresolved incidents to external support, e.g. Software and Hardware groups
- Liaison between IT and external support provider Network related issues.
- Ensured that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements
- Responsible for assigning incidents within a group or division
- Responsible for communicating with the process managers.
- Directly worked with Tier 1 Support to ensure proper recording of incidents
- Determined if an incident needed to be escalated according to the priority and severity of the issue.
- Monitored the Incidents in their respective queues to ensure that Service Level Agreements were respected
- Maintained Knowledge within the KM Database (Service Now)
- Prepared documentation for new or existing Knowledge
- Reported on performance metrics to Manager
- Conducted training New employees
- Conducted coaching and developing existing employees
- Conducted timely performance evaluations with other leads and managers
Computer Support Specialist
Confidential, TX
Responsibilities:
- Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible
- Assign unresolved Incidents to the appropriate Tier 2 Support Group
- Log all Incident/Service Request details, allocating categorization and prioritization codes
- Keep users informed about their Incidents’ status at agreed intervals
- Provide first-line investigation and diagnosis of all Incidents and Service Requests
- Verify resolution with users and resolve Incidents in ITSM tool
- Escalate Major Incidents to the Incident and/or Problem Manager
- Took ownership of all Incidents and Service Requests throughout the lifecycle
- Assisted with password resets, software and hardware configuration, and installations
- Desktop lifecycle refresh
- Network wiring of IT SD satellite booth and student computer labs
- Onsite support for Events
