SUMMARY

• Information technology specialist with 4+ years of proven experience in IT Support, Maintaining service records, Project management, Negotiations, Strong business process reengineering.
• Proficiency in identifying and solving IT issues & problems, design and delivery of business system components
• Excellent written and verbal communication skills able to effectively interact and influence a diverse set of business and technical stakeholders.
• Performing remote troubleshooting through diagnostic techniques and pertinent questions
• Solid ability to distinguish and grasp an understanding of the laws, rules, regulations, bargaining agreements, and or business processes that relate to a business domain.
• Determining the best solution based on the issue and details provided by customers
• Adept at creating, editing and coordinating extensive communication networks and documentation through Serving as the first point of contact for customers seeking technical assistance over the phone or email and resolving issues and conflicts
• Critical and analytical skills enabling teams to establish industry standard best practices.
• Ability to communicate issues clearly to Senior Management and to liaise between technical teams and business users.
• Creating and maintaining technical documents and spreadsheets for Problem and Incident Management teams
• Provide support for companywide and local rollouts and Change Management.
• Ability to think outside the 'box’ and demonstrate creativity in problem solving and new approaches.
• Expertise in range of technologies, including business process tools such as Microsoft Office Suite, Microsoft Windows/Office 2007, 2010 /2013 & 2016, Office 365, Desktop Operating System, Microsoft Outlook and Exchange, Helpdesk, Windows 2007, 2010, 2013 & 2016, SQL Server, Adobe Photoshop, Content Uploading, Active directory and Web Editing.

PROFESSIONAL EXPERIENCE

Confidential, Doraville, GA

IT Service Desk Technician

Responsibilities:

• Worked closely with the core technical team. Participated in system - critical review meetings. Brought out several technical issues that needed to be plugged, interacted with the user community to enhance understanding of the business solutions, project timelines and impact.
• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Train new hires on organizational business processes and procedures
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures
• Led daily stand-up meetings.
• Prepared and delivered reports, recommendations, or alternatives for improving processes.
• Coordinated with systems analysts & developers to design & develop, automated, and maintain very critical and complex real time transaction processing system Improved reporting on regulatory compliance issues by initiating an operational framework for data entry, metrics selection, data analysis, and concise presentation of results.
• Increased the number of reports generated in a reporting cycle without increasing the number of resources by automating reports and developing re-usable templates.
• Used a ranged of business process tools such as Salesforce, Sap Service Now, Live Agent, Fresh Desk, operating system windows 95/98/NT/2000/XP, etc.
• Improved division s operational performance by leading a team to identify and address root causes of issues. Implemented performance plan quality review process

Confidential

Desktop Support/ Help Desk Specialist

Responsibilities:

• Provided support for over 2,000+ users including the Governor and Deputy Governors of CBN with resolving problems using remote access provided by Computer Associates (CA) software or resolved issues at user’s desk.
• Performed installations and ran updates for the SQL Server. Implement methodologies to improve first call resolution, manage colleagues’ perceptions, and build strong internal relationships. Choose appropriate technology and other resources to maximize help desk effectiveness.
• Contributed to the installation of a new IT system in the organization.
• Reset passwords for their LAN accounts, reset passwords for other applications that require passwords, connect users to their network drives / network printers, VMware, PC and software updates
• Provide network folder rights and access to users, Imaged Laptops/PCs, Create / delete User accounts, Create / delete specialized applications.
• Created LAN accounts via Active Directory.
• Handled simple troubleshooting and starts/updates/completes log entries concerning machine utilization, job reruns, and production work completed.
• Provide hands on desktop support to user with various issues such as imaging & software updates.
• Install and configure SQL software database, install standalone printer/network printers to the network, install third party software when needed. Troubleshoot hardware/software/network problems to ensure that there are no problems with the user’s PC upon leaving their Office.
• Worked as a team with Developers and Process Analysts in preparing the requirements, and writing work flows, process flows, interacted with system developers to resolve questions and discrepancies in Business Requirement Documents.
• Interacted directly with customers in demonstrating how the system works by setting up meetings and resolving the discrepancies they were facing.
• Customized HR portal to enable organization complete documentation of new hires.
• Advises and mentor business on process to proceed with production issues, changes and technology upgrades

Confidential

Customer Service Rep/ Helpdesk Analyst

Responsibilities:

• Managed the relationships between the company and the clients.
• Answer Help Desk calls in a courteous and friendly manner, handle email and in - person requests from all users.
• Collaborate and work effectively with other members of the Help Desk Support team.
• Handle equipment bookings and setups (laptops, desktops, projectors and smartphones)
• Support desktops, laptops, and mobile smartphone devices, including desktop PC hardware setups.
• Create or delete user accounts.
• Created templates for issues tracking and updates.
• Resolved user issues (when possible), troubleshoot user issues.
• Reset passwords for their LAN accounts and for other applications that required passwords.
• Connect users to their network drives or network printers, PC and software updates.
• Resolve issues that may arise between the techs & users using MS Office 2013 /2016 & Windows 7 & 10 operating system.
• Responsible for Developing and managing the production of marketing materials, including leaflets, project summary, emails etc. bi-monthly.