eBusiness Service Desk Analyst Resume

OBJECTIVE:

To obtain a challenging position in the technology field that will utilize my computer, problem solving and customer service skills in a teamwork oriented and positive working environment.

SUMMARY:

Highly knowledgeable and skilled in the use of computers and technology.
Highly organized with strong managerial skills.
Excellent communication and interpersonal skills.
Outstanding customer service experience and skills.

EXPERIENCE & SKILLS:

Remedy Incident Management
Chat
Cisco Automated Call Director
CIM (Cisco Email Manager)
LanDesk
WebEx
Experienced in SAP eBusiness apps (EDI and XML)
HEAT Incident Management
SQL
Active Directory
Windows XP, MS Office 2007 Computer proficiency a must with a working knowledge of Internet, Microsoft Word, MS Excel, MS, MS PowerPoint and SAP systems

EMPLOYMENT:

Confidential, RADNOR, PA

eBusiness Service Desk Analyst

Responsibilities:

Handling incoming requests via phone, chat (IM), and email.
Providing high quality customer service to our external customers.
Problem solving to maximize first - call resolution.
Coordinating support efforts with a variety of technical and business support teams.
Escalating advanced issues, defects, to specialized support teams
Following up on incidents and communicating status.
Update open cases and contact customers for case follow up
Attend meetings and training sessions
Create and maintain training documents for eBusiness Team
Conducting WebEx meetings to review newly created documentation to various supporting departments
Cross-trains with Confidential Team and supports various Confidential applications - EDI, cMXL

Confidential, WEST CHESTER, PA

Technical analyst

Responsibilities:

Receive internal user problems via phone, e-mail, or Remedy Ticketing.
Test and re-create software application issues reported by users.
Flag corps to be CDV enabled
Maintain rate code standardization for National Telephony
Review PA logging to troubleshoot XML transactions to provisioning
Support .com on web descriptions
Troubleshoot and modify (table level) order flow through issues, including but not limited to: Serviceability, rate centers, porting, TN inventory, TPV, and Provisioning (Denver)
Support internal and external departments with billing system applications.
Maintain knowledge of all new software releases and enhancements, both DDP and Confidential to insure proper support to the field.
Test new software releases and assist with implementation of new releases.
Monitor BAA for VoIP servers and to view transactions sent to billing
Participate in daily conference calls, FMP, RRT, markets
Maintain knowledge of DDP director file for rate codes and delivery system IDs
Maintain good working knowledge of Confidential
Understanding of Neptune for taxes and OTO charges
Maintain knowledge of the TIMS database and admin tools
Actively participate in department meetings and department training.
Provide on-site support to the field as needed.

Confidential, WEST CHESTER, PA

Technical analyst

Responsibilities:

Responsible for 100 calls a day from other Confidential Employees needing assistance for numerous Confidential applications.
Responsible for completing a minimum of 75 electronic tickets daily and knowing all the Confidential applications: Confidential, DST, Remedy, CSG, CDV, ICOMS, etc.

Confidential, EXTON, PA

Music sales associate

Responsibilities:

Responsible for updating and alphabetizing new music Confidential ’s, and videos.
Accountable for the cash register, calling customers when orders arrived, and assisting customers in their music and or Confidential purchases.

Confidential, CHESTER, PA

Technical analyst

Responsibilities:

Completed a four month internship program at the shelter.
Counseled women and children.

Confidential, DELAWARE, PA

Teaching Assistant

Responsibilities:

Provided instruction for students from different countries in reading, writing, vocabulary, and technological skills.

Confidential, VALLEY FORGE, PA

Volunteer student teacher

Responsibilities:

assisted with special education students in grades three and four.

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