OBJECTIVE:

Position as an IT Help Desk Analyst.

SUMMARY:

• 4+ years of IT Tier 1 and 2 Support
• Support and maintenance of: PCs /Laptops, Smart Phones, Tablets, Printers and Avaya Desk Phones.
• Technical Troubleshooting skills: hardware, software, and networking.
• Experience with User Support via phone, and in - person.
• Strong communication skills, written and verbal.
• Physically able to move equipment up to and exceeding 50lbs.
• Sound understanding of Service Now
• Car with insurance and Valid Driver’s License

WORK EXPERIENCE:

Confidential

Customer Engineer Tech

Responsibilities:

• Travelled to Client locations
• Troubleshooting: Point of Sale (POS) Systems
• Maintained ATMs
• Replaced parts on POS System or ATM as needed.

Confidential

Customer Management and Marketing

Responsibilities:

• Understood courses offered, and promote education services to people
• Understood the difference between Confidential Qualifications, and USA education standards.
• Created advertising material
• Spoke to potential students, and offer insight to the programs offered.
• Managed student’s expectations

Confidential

IT Service Desk Analyst

Responsibilities:

• Troubleshooting Level 1 and 2 issues for internal employees
• Use of Service Desk ticketing system to track IT issues / document solutions
• First point of contact for internal employees and plant workers
• Troubleshooting: Smart Phones, Dell Laptop, Printers, and networking issues
• Assisted team as needed
• Documented calls and routed to correct group (eg. Server Team)

Confidential

Marketing and Sales, Ohio and Illinois

Responsibilities:

• Travelled to different locations as appointed by employer.
• Booth set-up.
• Marketed to walk-in customers at location.
• Forwarded potential customer and business leads to Confidential Corporate.
• Communicated product benefits to customers.
• Provided demonstrations as needed.
• Product is considered high end, and classified as Medical I Device by Food and Drug Administration (FDA) of United States.
• Single Device retailed at over $2,000
• Sales execution; closing sale

Confidential, Minneapolis, MN

Customer Service / Cashier / Stocking / Sales

Responsibilities:

• Stocked ordered items onto shelves every Tuesday and Friday; large store, over 35 aisles
• Product inventory and documented zero’s
• Check-outs for customer’s (cashier); ranked number #2 out of all employees in sales
• Assisted customer’s in finding needed products
• Assisted Manager as needed

Confidential, NY, NY

IT Help Desk

Responsibilities:

• First point of contact for end-users (Tier 1)
• Windows 7 troubleshooting
• MS Outlook and MS Office Suite troubleshooting
• Responsible for managing software licenses
• Responsible for all printing and scanning needs
• Troubleshooting hardware issues
• Active Directory; User Accounts and File Management
• Laptop crashes; diagnosing and repairing
• RDP via Windows
• Smart phone set-ups
• TCP/IP troubleshooting
• Familiarity with SCCM
• Responsible for technology inventory
• Set-up remote sessions for accounting team
• Supported IT manager as needed

Confidential, NY

IT Help Desk

Responsibilities:

• Support for 200+ end users
• Windows 7 troubleshooting
• Exposure to Emergency Medical Records software ( Confidential ’s EMS)
• Exposure to CPR software for appointment scheduling
• Connected all current patients to patient portal after verifying patient’s information. Account creation for new patients
• Active Directory; User Accounts and File Management
• RDP via DameWare
• Smart phone set ups and support
• Troubleshooting software issues (Tier 1)
• MS Outlook and MS Office Suite troubleshooting
• Resolved network connectivity issues (TCP/IP)
• Smart phone set ups and troubleshooting
• Unlocked accounts on EMS for user’s who got locked out
• Responsible for maintenance of all printers and scanners
• Assisted with set-up of station for ghost imaging
• Supported team as needed

Confidential, NY

Marketing and Sales

Responsibilities:

• Telemarketing semi-precious stone beads to bead stores across the United States (wholesale), and assisting with sales
• Developed relationship with potential customers via phone and email
• Use of Salesforce
• Kept detailed information on customers in database

Confidential, Brooklyn, NY

Retail Sales and Stockroom Associate

Responsibilities:

• Took inventory using scanning system
• Helped walk-in customers with shoe sizes and other apparel
• Clean and organized stock room
• Covered as a security guard when guard was on break
• Organized displays for shoes

Confidential

Business Development and Customer Service

Responsibilities:

• Developed relationships with clients via phone, email, chat, and in-person
• Sales via internet, phone, and in-person
• Ongoing customer and client support
• Basic knowledge of ASR and ACD
• Finding potential business in VOIP trade

Confidential

Accounts Receivables Assistant

Responsibilities:

• Sending invoices and following up with customers and clients for payment
• Kept detailed records on all customers and clients
• Resolved customer complaints and billing disputes
• Placing calls to customers that have past due account
• 45 wpm typing, familiarity with 10 key-stroke
• Strong communication skills, written and verbal
• Exposure to QuickBooks and ServSuite accounting software’s
• Exposure with CRM software
• Microsoft Word (advanced), Microsoft Excel (intermediate) Telephone etiquette

Confidential, NY, NY

IT Help Desk

Responsibilities:

• IT support for 500+ users between an IT team of three technicians.
• IT support for 15+ stores (POS systems)
• Windows XP troubleshooting
• IT Help Desk, All Tier 1, and Tier 2 solutions (Windows XP environment)
• Inventory for newly purchased equipment at storage location (done manually and then entered into excel file and put on shared folder for IT department)
• Reconnecting POS computers on Citrix Management Console to allow printing of receipts, if receipt printer stopped working.
• Active Directory/ Editing access for user
• Experience with PC and Laptop hardware
• Printer/scanner troubleshooting
• Network patching
• Use of Service Desk to track tickets
• MS Office Suite troubleshooting
• Lotus Notes installation and configuration. Editing and changing settings for ease of use and altering apps in desk space depending on user's needs.
• Uninstalling old anti-virus and installing Kaspersky Anti Virus for our office. Project was done with Infrastructure manager. Some management of software was needed after installation (e.g. having anti-virus ignore certain files so it does not slow down PC).
• Ghost imaging from server, for new machines. Rebuilds for machines that were giving issues and had valid reason to be re-imaged.
• Management of folder rights. Shared folder access. Access based on user and department they work for.
• Maintenance of POS systems at stores.
• Reconnecting POS computers on Citrix Management Console to allow printing of receipts, if receipt printer stopped working.
• Troubleshooting hardware and software issues at store and office locations. Most work could be done remotely for other office locations (eg. San Francisco location)
• Blackberry set ups
• Weekend support coverage via phone and remote support for store locations.

Confidential, NY, NY

IT Help Desk

Responsibilities:

• Learnt how to troubleshoot connectivity issues.
• Used Frigid document scanning software to scan documents and store into database with standardized file name.
• Learnt about PC hardware parts.
• Installed Adobe Writer and MS Access software.