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Professional Summary
Professional and well-grounded Analyst, reliable and detail-oriented with ability to manage multiple tasks and priorities while meeting objectives. Broad experience includes helpdesk operations, network maintenance, customer service, resolving client issues, Quality Assurance and effective communication with vendors, internal support teams, executives and all levels of the company. Applies technical expertise and diagnostic abilities toward solving problems, providing product and services information, and resolving any emerging problems clients might face with accuracy and efficiency. Recognized for exemplary customer service and team collaboration
Skills
Effective in training varied educational level background audiences
Ability to take ownership, manage through conflict and mobilize internal resources
Excellent documentation skills
MS Office Proficiency
Strong Organizational Skills
High attention to detail, excellent follow-through on complex multi-step tasks
Video Technologies (Microsoft Teams, Lync, WebEx)
Strong spreadsheet, database, and reporting skills
Works Independently and with team
QA - Piloting process
Testing
Change Management
Work History
04/2017 to 10/2020ATM Software Deployment Analyst IAbbvie, Inc | Washington D C, DC,
Successfully analyzed data on all Software & Branding packages received for implementation to avoid issues and determine appropriate software distribution.
Onboarded all Remote Content Department Service Now Tickets to TRAK application and presented new Change requests for CAB Approval when needed.
Communicated effectively with Executives, CATM Operations, Service Account Managers, and Engineering staff when delivering status updates or responded to any inquiries regarding Remote Content Department's processes or procedures
Demonstrated full Master Console management expertise, successfully managed all branding parameters and groups in Postillion One Image Platform
Worked with Application Support, ATM Solutions Engineers, FI – Client Services Managers and other teams to identify root cause and actions to correct
Managed ATM Audit Workflow Visio Diagram that included all OS/Application maintenance packages (SQL logic format) and shared new updates with all company stakeholders
Maintained Department's Wiki pages up to date to reflect current information regarding Activate branding, Team's processes and all RMS Servers documentation
Managed file sharing access for QC & Production directories and always kept Department's Secure File Sharing Visio Diagram up to date
Successfully managed all 3 RMS Systems (Hyosung, GenRMS & Triton Connect) ensured all system were updated with latest application version available, license renewal and maintained minimal downtime during updates
Successfully analyzed and cleaned data from morning ATM Audit Data Reports as well as Deployment Terminal Lists via different excel formulas such as vlookups to ensure correct terminals were targeted.
Worked with Internal Support Teams to obtain Mass Deployment Tool that was used to keep communication and security settings up to date on over 5000 terminals located in RMS Server (N Hyosung MoniView)
Handled all RMS issues reported by Operations Team and work with Vendors or internal teams to ensure issues were always addressed quickly
Consistently exceeded 90% SLA for simultaneous software distribution projects
11/2016 to 04/2017Project Technical Support AnalystThe Intersect Group (CARDTRONICS) | City, STATE,
Assisted Field Technicians and CATM customers in troubleshooting hardware, software and network/communications issues
Supported different ATM Models from various brands including Nautilus Hyosung, Triton, Genmega, Diebold and NCR
Provided support to Field Technicians working EMV - European MasterCard & Visa Compliance Project (Hardware related). Project involved over 90,000 ATMs
Supported hardware/software integration for new and existing ATM Machines
09/2009 to 07/2016Technical Support SpecialistCompuCom Systems | City, STATE,
Supported multiple clients: Greyhound Lines, Inc., First Group of America, Schweitzer Mauduit, Lantheus Imaging, Flight Safety, Merck Pharmaceuticals, Dairy Farmers of America, Option Care and more
Assisted Clients in solving Hardware, Software and Network related issues
Typical issues were password resets, MS Office application inquiries, exchange issues, migration from Windows XP to Win 7/8/10, VPN and remote connectivity issues
Top Tier performance record, resolving over 85% of service calls on first contact basis
Handled general bulletins and outage notifications
Full management and support of end user accounts with tools such as Active Directory, SAP and Citrix
Built and maintained successful relationships with second level support Technicians, service providers and customers
Trained new employees and performed quality evaluations
01/2000 to 09/2009IT Help Desk AgentGreyhound Lines Inc. | City, STATE,
Act as first point of contact for all customer computer and software application issues ranging from Microsoft applications to proprietary Software
Ensure customer problem resolution on all IT platforms (LAN/WAN, Tandem, IBM Mainframe & Telephones)
Coordinate problem diagnosis/resolution for point-of-sales applications, hardware, communications training and Computer Hardware Troubleshooting, Software Troubleshooting, Citrix, Cisco VPN, IIS, and Windows
Provided Support for customer contact via email and processed company General Bulletins
Provided Spanish On Call support for after-hours team
Maintained detailed documentation for 2nd level technicians
Provided Support in a 24x7 environment on various shifts
Consistently meeting and exceeding performance metrics
Trained new agents and created TRIPS accounts for new users
Effective communication with customers allowing 75% first contact resolution
Maintained knowledge necessary to continue support in a multi- level environment
Technologies: Server 2003, Windows 95, Windows 98, Windows XP, POS, Kiosk, Touch Screen Monitor
Education
Expected in High School Diploma | L G Pinkston High School, Dallas, TXGPA:
Certifications
ITIL Foundation Certificate in IT Service Management: 12/2017
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