Results Driven Analyst | Documentation Specialist | Client Relationship Builder
Professional and well-grounded Analyst, dependable and results oriented with ability to manage multiple tasks while meeting objectives. Broad experience includes helpdesk operations, customer service, server application management, troubleshooting proficiency, data analyzing, QA – piloting process & effective vendor communication. Recognized for exemplary customer Service and team collaboration.
Responsible for branding and software deployments, testing and troubleshooting ATMs, handling server application issues, keeping proper documentation of team's processes and procedures and educating other teams on department's QC policies and practices. Other responsibilities included onboarding of Service Now tickets to TRAK and handling daily TRAK requests (software deployments, branding updates and system recoveries).
Assisted Field Technicians and CATM customers in troubleshooting hardware, software and network/communications issues and ensuring that Project work scope was completed as requested.
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 with various technical issues. Typical issues were hardware, software and network related issues, password resets, MS Office application inquiries, exchange issues, migration from Windows XP to Win 7/8/10, VPN and remote connectivity issues.
Act as first point of contact for all customer computer and software application issues ranging from Microsoft applications to proprietary Software. Provided Spanish On Call support for after-hours team and IT department.
ITIL Foundation Certificate in IT Service Management: 12/2017
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