Service Desk Analyst Resume Philadelphia, PA - Hire IT People

SUMMARY:

Skilled & Experienced Computer Support Technician
Computer Networking & Security Technical Support Software & Hardware Procedures Troubleshooting Customer Service
Dedicated, energetic, self - motivated, and results-oriented professional with hands on experience in the IT industry and expert knowledge of computer technology, software, hardware, networks, and technical support principles
Strong time management, multi-tasking, problem solving, and decision making skills
Excellent interpersonal, analytical, organizational, and communication skills, along with the ability to communicate effectively with all levels of customers, employees, and management
Profound knowledge of PC upgrading, installations, troubleshooting, and computer network security
Proficient in supporting and troubleshooting the following

TECHNICAL SKILLS:

Hardware:: IBM Desktop/Notebooks, eMachine Desktops, Gateway Desktops, Toshiba Notebooks, Sony Vaio Desktop/Notebooks, HP/Compaq Desktop/Notebooks

Operating Systems: (Windows 98/SE/ME/2000/Server/XP/Vista/7)Software's (BMC, Remedy, PeopleSoft, Salesforce Ticketing, Cisco IP Phone Soft, etc.)

Networking Tools: (TCP/IP, LAN/WAN, Firewalls, FTP, Wi-Fi 802.11a/b/g/n, and Ethernet), along with strong typing (60 WPM) and data entry skills

PROFESSIONAL EXPERIENCE:

Confidential, Philadelphia, PA

Service Desk Analyst

Responsibilities:

Joined as the last team member of a newly formed group, to prepare Penn Medical staffs for the transitioning of a new electronic medical record system.
Assisted 25,000+ end-users ranging from physicians, nurses, to hospital directors and other staffs with educational trainings.
Responsibilities included in assigning curriculums, changing courses, scheduling classes, enrolling and un-enrolling end-users.
Troubleshot e-learning module issues, investigated into course completions and providing course credits.
Participated as an integral member of an epic scale project, involving in the support of two go-lives, of the new Penn Medicine’s electronic medical record system.
Promptly handled phone calls, web generated tickets, and emails of user’s requests.
Documented end-user’s inquiries into the Athena CRM for follow-ups, regarding issues that could not be immediately resolved.

Confidential, Mount Laurel, NJ

Security Analyst II

Responsibilities:

Ensures external customer’s internet and phone connections are secured and free from malicious threats, which include: spam / mail, viruses, spyware, spoofing and others.
Provide assistance to customer’s regarding security-related issues, such as: malware, phishing, copyright violations, and email issues. Investigates, documents, and resolves abuse and fraud-related security issues via the Remedy Ticketing system.
Reviews customer security and policy discretion’s, and educate customers to prevent future occurrences.

Confidential, Horsham, PA

Customer Account Representative II

Responsibilities:

Provide first-line technical support to multiple ISP and cable providers on a global scale. Responsibilities included, but were not limited to, answering calls from field engineers, head-end technicians, and NOC operators, while logging the incident or inquiry within the Salesforce CRM.
Email and web portal created inquiries were also handled with promptness and logged accordingly.
Support cases needing further research were escalated to the appropriate engineering team.
Assists engineers from other departments with case and replacement processes.
Received training from head-end engineers and assisted them with code broadcasting projects.
Maintain high availability rates during an incident logging transition from Salesforce to PeopleSoft CRM.
Procured and modified the hardware replacement process of the ARRIS hardware portfolio.

Customer Account Executive Agent - Tier I

Confidential, Horsham, PA

PC Configuration Technician

Confidential, Woodbury, NJ

Machine Operator/Welder

Confidential, Swedesboro, NJ

Machine Operator

Confidential, Maple Shade, NJ

Machine Operator

Confidential, Philadelphia, PA

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Service Desk Analyst Resume

Philadelphia, PA

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