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Level 2 Senior Service Desk Consultant Resume Profile

Hartford, ConnecticuT


A highly dedicated person that wishes to best utilize his education, IT and management skills to help your company further it's mission, goals and vision.


Level 2 Senior Service Desk Consultant


  • Worked on a team that performed nationwide problem solving, administration and change/configuration management. Performed diagnostic and troubleshooting of system issues
  • Liaison for the customer and higher level computer technicians
  • Managed in-coming call flow, prioritized and resolved problems, and engaged in root-cause analysis of chronic issues.
  • Was responsible for the timely and efficient completion of special projects assigned by management
  • Escalated, participated and assisted in teleconferences held on production outages by following prescribed problem and management escalation procedures to ensure proper level of urgency and attention to service impacted problems. Provided timely status updates regarding action plans and customer impact as required. Involved technical experts in other areas in order to facilitate and accelerate service restoration as necessary
  • Competent in technical knowledge, problem solving decision making, as well as communicating skills and self-management
  • Applications used with high proficiency: HPSM, Emergin, Outlook, Excel, Word, PowerPoint, Bulletin Board, Microsoft Office Communicator, Adobe, Safeword, Genesys, Active directory
  • Operating Systems Supported: MS Windows XP, 7
  • Provided training to Level I II service desk representatives.
  • Emergin Paging Administrator

Wackenhut/ Security Console Operator


  • Conducted security surveillance of the Travelers area to make sure workers were in a safe environment
  • Monitored security systems from other sites in other states using the Continuum computer systems
  • Created daily logs, reports and incidents using the I Track computer systems
  • Directed other Security Officers in case of an emergency call or report of suspicious activity
  • Certified First Responder in case of a medical or fire emergency
  • Liaison between 911 emergency and the Travelers Corporation

Military Police Officer


  • Successfully performed Law Enforcement duties to ensure base safety
  • Responded to Emergency Calls as First Responders in a professional manner
  • Utilized investigation skills to interview subjects to build case work
  • Wrote citations to individuals who did not follow traffic laws
  • Provided security escorts to high ranking officials and individuals involved in handling important items
  • Received the Military Outstanding Volunteer Service Medal for Community Service
  • Maintained a Secret Security Clearance for ten years allowing the handling of sensitive information and equipment

CT National Guard/ Administrative Assistant


  • Input and processed military orders using Automated Funds Control Order System AFCOS , a National Guard software
  • Accurately assisted in balancing the Recruiting and Retentions fiscal budget
  • Typed and corrected miscellaneous paperwork for Recruiting and Retention detachment
  • Created and updated the Recruiting and Retention filing system
  • Created reports on strength levels and status of personnel

Network Switchboard Operator


  • Conducted routine tests and repairs transmitting equipment, used electronic testing equipment, and hand tools to maintain 100 communications systems
  • Established and maintained standards of operation by periodic inspections of equipment and routine test making sure that equipment stayed in full operation
  • Used controls to adjust modulation and to set transmitter on specified frequency getting the transmissions in a timely manner
  • Conversed with equipment operators to ascertain problems with equipment before breakdown, and determined if the breakdown was due to human error or mechanical problems

Computer Warehouse Worker


  • Inventoried items in the warehouse ensuring they were up to date and correct
  • Picked and packed customer orders resulting in 100 on time shipments
  • Restocked all equipment keeping the shelves fully stocked for others

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