Service Desk Analyst Resume Los Angeles, CA - Hire IT People

SUMMARY:

Customer Service Skills: Ability to effectively deal with all levels from high level executives to day to day operations people
Network and Remote Technologies: VPN, MS Remote Assistance, WebEx, Citrix Remote Management Console

TECHNICAL SKILLS:

Ability to focus on multiple task and work on IT projects. Proven leadership abilities. 18 yrs in working in IT. 10 yrs working within the legal software community Six Sigma Green Belt and certified, ITIL V3 certified

Skill Specialties: New Client On - boarding, New Software On-boarding, Process improvement, SME specialist. Active Directory account and group access administration, Litigation Software Support.

Data Analysis Software: IDEA License Management and QlikView access managementData analytic account creation

SharePoint Administration: Access management, User Permissions, Page Creation, Calendar Updates and Documentation Uploads.

Customer Service Skills: Ability to effectively deal with all levels from high level executives to day to day operations people

Network and Remote Technologies: VPN, MS Remote Assistance, WebEx, Citrix Remote Management Console

Multitasking skills: Ability to focus on multiple customer related issues and work on IT projects as lead and team member

WORK EXPERIENCE:

Confidential, Los Angeles, CA

Service Desk Analyst

Responsibilities:

Create and Maintain overall data deletion process
Create and update documentation
Work with Oracle, SQL, Data protection and Evidence Handling Teams to insure all data is removed from all areas of the Isilon storage
Developed and implemented methodology for correct data deletion
Enacted a high standard quality control system to ensure data was verified and deleted in a timely manner.
Team lead of a 5 person team insuring all aspects for data deletion are taken care of in a timely manner.
Point of contact for complex issues and reaching out to correct teams in getting issues resolved.

Confidential, Los Angeles, CA

Service Desk Analyst

Responsibilities:

Working as liaison for new external client software applications, gathering requirements creating Service Level Agreements (SLAs), Downtime Procedures and System Backup Procedures. Also, worked to insure maximum uptime and conducting meetings to present findings. I am currently working as point person between stakeholders to continue the full development of the software support model.
Problem management, Incident management and RCA processes
Currently working as Subject Matter Expert and backup (SME) for several external clients to insure that procedures and documentation are current and up to date. Keeping the support teams advised on any changes to the product.
Create and update Responsible, Accountable, Consulted and informed (RACI) documentation form so all stakeholders understand what their responsibilities are and what’s expected to support the product as a whole
Work with Visio diagraming software to show the workflow of how a particular process should work within the applications
Currently working with ITSM, Remedy and Service Now ticketing systems
Conduct weekly and bi-weekly meetings as needed to discuss project timelines and field questions on the progress of the overall project.
Develop Standard Operating Procedures (SOP’s) in accordance with the KPMG guidelines
Provide technical leadership to team members when needed to support internal and external clients
Create and update SharePoint with; documentation, schedule updates and account administration for SharePoint based applications
Assist Systems Engineers, DBAs and Operations to deliver timely mission critical application support including Hot Fixes and New software releases
Active Directory account setup and group management
Create and maintain documentation for Disaster Recovery

Confidential, Los Angeles, CA

Help Desk Analyst

Responsibilities:

Assisted users with Worksite and File site applications
Assisted users with Citrix Metaframe Server connection issues
Assisted users with remote VPN access issues
Assisted users with domain account password issues
Assisted users with MS Office suite issues
Assisted users with Outlook email issues including mailbox setup

Confidential, Anaheim, CA

Support Representative

Responsibilities:

Gave technical walkthroughs on appraisal software
Assisted with all technical issues within the Branch Support Department
Created flow charts and power point presentations for upper management
Took inbound calls from Ameriquest branches dealing with Appraisal software
Assisted with Appraisal and Title issues

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Service Desk Analyst Resume

Los Angeles, CA

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