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IT Deployment Analyst I Resume Example

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IT DEPLOYMENT ANALYST I
Professional Summary
Skills
  • Computer Skills
  • Positive attitude & Professional demeanor
  • MS Office Proficiency
  • Video Technologies - Microsoft TEAMS, Zoom meetings, Lync, Google Meet, WebEx)
  • Problem Tracking - Service Now, TRAK, Front Range, Logging (HEAT), Clarify, Remedy
  • User Management Tools - Active Directory, Novell Console One
  • Excellent worth ethic
  • QA - Piloting Process
  • ATM's (NCR, Diebold, Triton, Genmega & Hyosung)
  • Documentation Skills
  • MS SQL Reporting & Analysis
  • Routers - Lynksys, D-Link, Netgear, Ventus, Cisco
  • Tact & Diplomacy when handling escalated customer issues
  • Fluent in English and Spanish
  • Mobile Devices
  • Ability to follow-through on complex multi-step tasks
  • Troubleshooting proficiency
  • Windows Operating Systems
  • Remote Control Tools - PC Duo, LogMeIn Rescue, Dameware, NetMeeting, PC Anywhere, ATT Connect, Lync, MS Teams, WebEx, CrossTec
  • Staff training
  • Relationship-Building
  • Support Ticket System Management
  • Remote System Analysis
  • Install Software
  • Deployment
  • Work Independently
  • Detail Oriented
  • Process Documentation
  • Quality Reviews
  • Change Management Processes
  • Ability To Adapt
  • Service Management
  • Leading Meetings
  • Interdepartmental activity management
  • Time management and prioritization
Work History
IT Deployment Analyst I, 04/2017 to 10/2020
Cardtronics, Inc., – Frisco, TX
  • Successfully analyzed data on all software & branding packages received for implementation to avoid issues and determine appropriate software distribution
  • Communicated effectively with Executives, CATM Operations, Service Account Managers, and Engineering staff when delivering status updates or if any inquiries regarding the team'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 the Audit Workflow Visio Diagram that included all OS/Application maintenance packages (SQL logic) and shared new updates with all company stakeholders
  • Maintained Team'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 the Secure File Sharing Diagram up to date
  • Handled onboarding of all Service Now Tickets to TRAK application for the Team
  • 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
  • Worked with Internal Support Teams to obtain a Mass Deployment Tool that was used to keep communication and security settings up to date on over 5000 terminals in the Hyosung MoniView Server
  • Handled all RMS issues reported by the Operations Team and work with Vendors or Internal teams to ensure all was always addressed in a timely manner.
  • Consistently exceeded the 90% SLA for simultaneous software distribution projects
  • COVID 19: Assisted the UK Team when pandemic started as they were Furloughed. Handled their daily tasks (reports, software patches and branding updates) to ensure that UK continue with normal business operations.
Project Technical Support Analyst, 11/2016 to 04/2017
The Intersect Group (CARDTRONICS) – Dallas, TX
  • 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
Technical Support Specialist, 09/2009 to 07/2016
CompuCom Systems – Dallas, TX
  • 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
IT Help Desk Agent, 01/2000 to 09/2009
Greyhound Lines Inc. – Dallas, TX
  • 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.
Education
High School DiplomaL G Pinkston High School - Dallas, TX
Certifications

ITIL Foundation Certificate in IT Service Management: 12/2017

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Resume Overview

Companies Worked For:

  • Cardtronics, Inc.,
  • The Intersect Group (CARDTRONICS)
  • CompuCom Systems
  • Greyhound Lines Inc.

School Attended

  • L G Pinkston High School

Job Titles Held:

  • IT Deployment Analyst I
  • Project Technical Support Analyst
  • Technical Support Specialist
  • IT Help Desk Agent

Degrees

  • High School Diploma

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