Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000
Cell:
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Summary
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.
Work Experience
Customer Systems Support Analyst, 01/2014 to Current Belvedere Trading – New York, NY,
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.
Desktop Support Analyst, 01/2010 to 12/2015 Bee Computer Associates – City, STATE,
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 Management, Expected in 2013 Wilmington University - New Castle, DE GPA:
: , Expected in 2017 ITIL Foundation (Information Technology Infrastructure Library) - , GPA:
Activities and Honors
Affiliate and active member of Python Software Foundation
Affiliate and member of Microsoft Dynamics 365, Information Technology and Services
Skills
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
communication skills
Excellent skills with Microsoft Word, Excel, Outlook and Access
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School Attended
Wilmington University
ITIL Foundation (Information Technology Infrastructure Library)
