CRT Analyst Resume Auburn Hills, MI - Hire IT People

SUMMARY:

PROFESSIONAL EXPERIENCE:

CRT Analyst, Auburn Hills, MI

Confidential

Responsibilities:

The IT Confidential Analyst coordinates responses and resolutions to high priority incidents and problems.
They are responsible for engaging and assembling the appropriate IT resolvers to coordinate finding a work around or permanent fix as quickly as possible so that critical business services remain available.
The IT Confidential Analyst also owns and manages the Escalation and Notification, and the Root Cause Analysis ( Confidential ) Processes.
Identifying critical contributors in resolving high severity/priority incidents and problems, Scheduling meetings with critical contributors, Kicking off and managing notification and escalation processes, Takes role call and minutes at Confidential meetings, facilitates meetings for implementing permanent fixes or work arounds for high severity incidents/problems (i.e. priority 1 outages), and facilitates meetings after issue has been resolved to determine root cause, and owns producing the root cause documentation.

Senior Service Desk Analyst, Auburn Hills, MI

Confidential

Responsibilities:

Provides Level 1 (first call) help desk support.
Interacts with customers to gather information, analyze the situation, provide guidance to problem resolution, and when necessary forward/assign the issue to the appropriate Level 2 / Level 3 support group.
Processes service desk email, Provides support to team members and training to new analysts.

Technical Customer Support Representative, Pontiac, MI

Confidential

Responsibilities:

Worked for Confidential as a contractor.
Provided hardware and software support to Confidential & Confidential employees.
Assisted users with VPN and WiFi connection issues.
Assisted users with questions on proprietary software, MS Office, MS Outlook, IE 7/8, and Win XP/ Win 7 questions.
Assisted users with system upgrades and configuration.

Apple Care Advisor Tier 1, Troy, MI

Confidential

Responsibilities:

Provided technical support to users.
Assisted users with primary setup, configuration, and troubleshooting of the iPhone, iPad, and iPod.

Confidential Coordinator, Troy, MI

Confidential

Responsibilities:

Provided Technical and Business Support to the Confidential Business Line.
Performed Data Loads, Oversaw School Implementations into the Confidential System ( Confidential ).
Performed various duties such as meeting coordination, creation of business productivity graphs, and creation of interdepartmental training documents and presentations.

Senior IT Service Desk Business Analyst, Troy, MI

Confidential

Responsibilities:

Provides hardware, software, WAN, and Kelly Applications support to corporate, field, and temporary employees via phone and email.
Assists with various department projects as needed.
Performs WAN and KSP Systems Matter Expert duties.
Provides weekly mentoring (buddy reviews) to newer analysts.
Duties include training new hires, case reviews, queue & analyst monitoring, team mentoring and support, special projects, skillset training, and regular analyst duties.

L3 Lead Customer Service Representative, Southfield, MI

Confidential

Responsibilities:

Performed various clerical and data entry assignments.
Experience in using Prism, Vision and Action Billing systems.
Received an award for excellent skills, quality and accuracy.
Team Leader of an on the job production group.
Assisted the department in repairing computer hardware & software issues and system password resets.

Computer Technician, Centerline, MI

Confidential

Responsibilities: