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It Service Desk Analyst Level Ii Resume

Malvern Pa It Service Desk Analyst Level Ii Malvern, PA


  • Organized and self - driven business and technology consultant with strong time management skills capable of working independently or in a team setting.
  • Experienced in a wide variety of domains such as automotive, pharmaceutical and manufacturing.


Confidential, Malvern, PA

IT Service Desk Analyst Level II


  • Provided IT support for fellow DaVita teammates across the US, assisting with troubleshooting items including hardware, software, and networking services
  • Logged and documented troubleshooting steps taken and solutions applied via ServiceNow in a manner consistent with current knowledgebase practices
  • Provided additional on-call support as scheduled during non- Confidential hours
  • Communicated effectively with customers, providing status updates and follow-ups to ensure satisfaction
  • Mentored and advised new teammates on standards, protocols and procedures in accordance with established Service Level Agreements

Confidential, Edgewater Park, NJ

IT Service Center Technician/Helpdesk Administrator


  • Served as first point of contact for BCF users seeking technical assistance over the phone or email
  • Performed remote troubleshooting through Windows Remote Assistance and Ultra VNC viewer
  • Maintained organizational units in Active Directory (AD) and managed user security with group policies
  • Documented user’s incidents and issues via ServiceNow ticketing system
  • Identified and suggested possible improvements in order for user to not encounter similar issues

Confidential, Lumberton, NJ

Junior Developer/Helpdesk Administrator


  • Assisted development team in designing in-house applications, automation, and efficiency
  • Prepared documentation to support developed applications
  • Maintained Active Directory records and permissions for users

Confidential, Mount Laurel, NJ

Junior Developer


  • Created, implemented and modified tables, views, stored procedures and functions in PL/SQL
  • Involved in debugging, bug fixing and documentation of applications

Confidential, Wayne, PA

Oracle Consultant


  • Implemented Oracle EBS for Sonoco Products focusing on ERP, discrete manufacturing and MES Workstation
  • Conducted training classes prior to go-live at several plants including Quality, Machine Operator and Supervisor
  • Created training documentation used over multi-year Oracle deployment ensuring highest quality of training

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