SUMMARY

• Quality - focused IT professional over 5 years of experience as a Software Support/IT Help Desk specialist with supporting clients with basic to complex level of technical issues.
• Well recognized for identifying and resolving technical issues and concerns.
• To obtain Software (Application)/IT Help Desk Support Specialist position with a challenging work environment that offers learning opportunities with growth potential.

TECHNICAL SKILLS

PLATFORMS: MS / PC Dos, Windows 98, NT, 2000, XP, Vista, Windows 7, 8, 10. IP Protocols.

Hardware: IBM, Dell, ThinkPad, Notebooks, Scanners, Compaq Printers, Modems, Network Cards, PCMCIA, Routers

Networks: Windows Server NT/2000, 2003/2008, DNS, DHCP, TCP/IP, Ethernet, VPN.

Tools: LANDesk remote control system, Citrix Go To Meeting, RSA Secure ID, Google Chrome, Firefox, Adobe, Internet Explorer, Various Anti-Virus products, Microsoft Office Communicator, Skype for Business, Microsoft Office Suite 98- 2016, SharePoint

User account: Modification, reset, delete, and create user accounts via Active Directory (AD).

Ticket Tracking System: Remedy, Egnyte, Cherwell, Servicenow

Project Requirement Management Tool: JIRA, HP Quality Center

Bug Tracking Tools: SPIRA, HP Quality Center

SDLC Methodology: Agile, Unified Modeling Language (UML)

Design Tools: Microsoft Visio, Axure, Snipping tool

Database: MySQL, SQL Server

SERVER: VMware

PROFESSIONAL EXPERIENCE

Confidential, NY

Application Support Specialist

Responsibilities:

• Interview users to collect information about problems and lead users through diagnostic procedures to determine source of error as well as educate and instruct users on various application issues.
• Identify hardware/software, networking malfunctions and take appropriate actions to resolve the issues.
• Set up and configure printer/scanner/copier when needed.
• Ensure first call resolution of support requests as much as possible conducting remote session via GTM.
• Document steps to reproduce technical issues using Servicenow.
• Escalate issues that cannot be resolved by Online Support to appropriate technical staff or vendors for resolution accompanied by documentation including steps to reproduce and screen captures.
• Maintain accurate records of all support requests in the system and ensure that each support request receives satisfactory resolution.
• Ensure timely follow up with support requestors at each step until complete resolution.
• Create/Terminate user accounts for business applications upon notification in adherence with policies and guidelines.
• Become the "Go To" resource for one or more Business Applications by developing in-depth understanding of the application(s).
• During Support downtime conduct reviews of escalated cases to enhance skills for first call resolution.
• Based on lessons learned, customer feedback and trending issues make recommendations on how supported applications can be built better.
• Prepare Knowledgebase articles for owned applications to assist other team members with first call resolution by following established guidelines. Train team members on applications and support processes.
• Perform UAT for new implementations and enhancements for all Business Applications.
• Review Trainings and Documentation for Business applications prior to go live and provide feedback.
• Adhere to established SLAs for support requests follow up and resolution.
• Perform all other responsibilities and projects as assigned by supervisors and senior management.

Confidential, NY

User Support Coordinator/ Software (Application) Support Specialist

Responsibilities:

• Coordinate and troubleshoot effective resolutions with GSIHealthCoordinator web portal to help end users with Level 1 and some Level 2 supports by providing assistance and support for incoming queries or issues via phone support/ remote tools such as Go to Meeting.
• Engage end users to determine the nature of the problem and walk users through problem-solving process during the phone call or remote access session.
• Provide front line support for troubleshooting hardware/software, networking, and printer issues.
• Set up and configure printer/scanner/copier when needed.
• Implement and create efficient ways for users to track status of issues using Cherwell ticketing system
• Utilize Skype for Business as a tool to schedule meetings to review issues with the team members in order to determine the process to resolution.
• Successfully used Skype for Business as a via to escalate product issues to Technical Services and Product Development teams and continuously follow up until the issues are resolved in a timely manner
• Generate and maintain a detailed system of reports to monitor day-to-day activities and identify and improve efficiencies of all end-user request for system support
• Provide continuous support of end-user daily processing and reporting
• Utilize VMware and execute queries in order to investigate and identify the issues been reported and take measures.
• Prepare user guides and training materials on GSIHealthCoordinator for distribution to end-users
• Improve first point of contact resolutions to ensure full responsibility of issue through its resolution
• Analyze issues reported by the users, evaluate and suggest processes, service or product changes to improve end user experience
• Provide users with excellent product knowledge through in-person and web-based training
• Maintain a working knowledge of all clients, end-users and IT checklists for all implementation
• Coordinate and conduct both group and individual training classes with Client Solutions Account Managers
• Occasionally travel to end user locations to determine firsthand the working environment and infrastructure
• Keep up with the latest and upcoming Confidential Health product offerings
• Document use cases, application prototypes and screen mock-ups using JIRA for new requirements and/or change requests.
• Participate in defect tracking and validation after fixes using SPIRA. Perform other duties as assigned.

Confidential, Montvale, NJ

IT Support Analyst

Responsibilities:

• Provide daily phone support for all end users within the Firm for all components of the IT infrastructure and Application Support using Remedy ticketing system.
• Active Directory (AD): Setup user accounts, reset passwords, unlock account, modify permissions, creating groups.
• Troubleshoot MS Outlook, enable items, created, retrieve PST folders, email account, calendar appointments, and create rules & alerts, signature, out of office message.
• Provide front line support for troubleshooting hardware/software, networking, and mobile phone issues.
• Perform hands-on fixes including installing and upgrading software, installing hardware, and configuring systems and applications.
• Troubleshoot printer, fax, scanner, copier, VPN issues.
• Microsoft Office 2003 / 2007/2010/2013 support.
• Supported the implementation and deployment of internal business systems and solutions.
• Follow-up with the customer throughout the lifecycle of the service call to keep the customer informed of progress towards issue resolution.
• Interface with other members of the Support, Development and Quality Assurance (QA) teams.
• Continually update knowledge of applications to keep pace with improvements to software.
• Utilize a testing environment for issue re-creation and verification.

Confidential, New Brunswick, NJ

Helpdesk Support Analyst

Responsibilities:

• Supported more than 1000+ end-users with technical issue.
• Active Directory (AD): Setup user accounts, reset passwords, unlock account, modify permissions, groups
• Microsoft Office 2003 / 2007/2010 support.
• Assisted end-users via telephone, email, remotely and on site with IT related problems using Remedy.
• Evaluated, prioritized and delegated end-user requests.
• Troubleshoot MS Outlook, enable items, created, retrieve PST folders, email account, calendar appointments, and create rules & alerts, signature, out of office message.
• Troubleshoot printer, fax, scanner, copier, VPN, mobile phone issues.
• Perform in installing and configuring operating systems, maintenance and troubleshooting for hardware and software