I'm seeking an opportunity to utilize my diverse experience to become a valuable asset to an industry leading organization in a technical capacity.
Availability
Within two weeks of offer acceptance
Work Experience
Confidential
Sr. Service Desk Analyst
Provided daily real time global support to internal employees with various hardware and software applications as well as network support.
Served as Point of Contact for emergency outages and escalated issues, managing escalation procedures with knowledge management and external resolver groups.
Efficiently multitasked and seamlessly managed various procedures and environments to simultaneously support 20 different internal Operating Companies as well as 7 high profile commercial clients.
Trained, coached and mentored new Support Center Analysts on technical issues, operational issues and processes and procedures
Served as the service desk technical SME on related projects and transitions.
Confidential
Lead Deployment Specialist
Throughout various hardware refresh assignments, deployed hardware and migrated data from legacy systems for a number of high profile clients to new systems.
Became certified with Dell and HP as required to service equipment.
Traveled to various customer sites and coordinated site surveys and legacy system reconciliation to meet client Service Level Agreements.
Supervised and managed teams of up to 12 Deployment Engineers coordinating employee scheduling and delegating assignments based on technical aptitude.
Confidential
Technical Support Coordinator
Received inbound customer calls regarding difficulties with wireless services involving typical and advanced devices.
Specialized portfolio included Blackberry, Palm, Windows Mobile and Mobile Broadband technologies.
Provided Tier 2 troubleshooting and issue resolution.
Processed trouble tickets when necessary via Remedy. Resolved issues with wireless voice and broadband service while maintaining high customer satisfaction standards.
Worked with NOC to effectively ensure optimal field network conditions.
Confidential
Field Engineer/SCS Specialist
Responsible for efficient troubleshooting and repair of various hardware and software issues in Point of Sale, Home, and Corporate environments.
Maintained professional rapport with clients and customers to ensure working relationships.
Served as Project Manager for various Hardware Installations and Software upgrade assignments, heading teams of 3-12.
Worked as a Self Checkout Systems SCS Specialist to assist other technicians on trouble calls, recurring issues, and problematic equipment.
Trained colleagues to efficiently service all SCS equipment.
Maintained company assets including van and supply inventory effectively reconciling used and new parts as needed.
Key Skills
Proficient with various Systems/Network/User Administration tools as well as various common environments and ticketing systems including but not limited to :
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