IT Deployment Analyst I Resume Example

• 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

• 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 and Software 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

• 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

Sales and Service Representative

• Assisted field operations with GPX policies, technical procedure and accounting support.
• Promoted GPX sales/marketing programs.
• Placed all the incoming shipment orders received via fax, telephone and email.

Claims Representative

• Review and opened all Baggage & Express Claims.
• Always maintained and above average of production standards.
• Performed clerical duties and supported Claims department with Spanish-speaking customer inquiries.

Telephone Sales Agent

• Reservation Information Processing System (TRIPS).
• Answered all customer calls regarding routes, sales promotions and customer complaints.