Systems Analyst with an analytical mindset and natural problem solving abilities. Customer-focused with excellent communication skills to gather requirements, perform business analytics, and deliver cutting-edge solutions. Seeking a role that incorporates technical and leadership skill sets to drive business productivity and performance. Over five years as a Systems Support analyst.
Attained an average of over 95% in the quality of calls and support provided at Amerisourcebergen
Attained an award at Amerisourcebergen for being resourceful associate, who is always willing to share knowledge
Received recognition from leaders as a hardworking associate who goes at lengths to ensure that the stake holders are satisfied and the SLA's are met
Effectively diagnosed and resolved more than 90% of the calls, escalated tickets and cases at the service desk
Customer Systems Support AnalystJan 2014 to Current AmerisourceBergen Drug Corporation － Wayne, Pa
Provided technical support to all of AmerisourceBergen customers ranging from Walgreens Pharmacies to various Hospitals and privately owned Pharmacies.
Provided assistance and support for company's websites totaling up to 6 websites.
Answered technical customer questions over the phone and helped troubleshoot and fix existing problems.
Remotely accessed customers' computers and provided training and support for company supported Web and Desktop applications.
Used SAP extensively to handle all product related problems that included but not limited to searching, ordering and invoice generation.
Installed authorized software on customer's computers and configured hardware to ensure that they work as requested by the customer.
Unlocked and Reset customers' Passwords for websites and other related applications.
Escalated Issues as needed using Sales Force ticketing system to responsible parties and departments.
Documented using Sales Force; cases, requests, service events and escalations made during support calls and received emails.
Provided support for various handheld devices and tested new company devices, apps, software and websites to ensure that they are functional for the customer to use.
Communications Repair TechnicianOct 2013 to Mar 2014 CTDI, Communications Test Design, Inc － Westchester, PA
Diagnosing and fixing communication receivers such as Comcast, Cisco and Verizon Units.
Reading schematics and testing units down to the component level.
Analyzing and recording the repairs done on the units.
Running diagnostic software on the units to determine individual problems.
Replacing components such as capacitors and malfunctioning unit outputs such HDMI outputs.
Performing both surface and through hole soldering on units.
Desktop Support AnalystJan 2010 to Dec 2015 Bee Computer Associates － New Castle, DE
Installed, diagnosed, repaired, and upgraded computer systems and software.
Consulted, set-up, and maintained small business Windows LANs.
Built custom PCs with latest generation technology.
Installed and configured various peripherals: scanners, modems, UPS, printers etc.
Assessed customer needs and recommended appropriate products or solutions.
Replaced damaged components on circuit boards on different electronic gadgets.
Fixed and diagnosed other electronic gadgets to the component level.
Fixed and trouble shot small electronic gadgets such as cell phones and tablets.
Provided cellphone and tablet support for both Apple and Android gadgets.
Imaged computers and laptops using various imaging software.
Education and Training
Bachelor of Science, Information Systems Management2013Wilmington University － New Castle, DE, USA
2017ITIL Foundation (Information Technology Infrastructure Library)
Activities and Honors
Affiliate and active member of Python Software Foundation
Affiliate and member of Microsoft Dynamics 365, Information Technology and Services
Extensive SAP skills, both CRM and ECC
Sales software; salesforce.com
Programming languages; intermediate skills in SQL and Python
Excellent PC skills; windows Vista, windows 7, 8 and 10
Excellent verbal and written
Excellent skills with Microsoft Word, Excel, Outlook and Access