IT Liaison of Fianance Resume Example
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IT LIAISON OF FIANANCE
Professional Summary
Skilled Technologist with over 13 years of experience configuring computers, servers, and peripheral devices to work within established company and security parameters. I'm an individual who's well versed in standard operating procedures (SOP). Adept at managing permissions, filters and file sharing. I possess a combination of Tier 1& Tier 2 support, Service Desk Operations, Incident & Change Request, IT Service Management, Key Performance Indicators, and Service Level Agreements. As a practiced troubleshooter with excellent diagnostics, repair abilities, strong attention to detail, methodical approach and stellar organizational skills. I feel that I would be an excellent asset to your team. Please take a moment to review my resume, application, and/or cover letter and select me as a candidate for the position.
Work History
IT Liaison of Fianance, 10/2019 to CurrentGeneral Dynamics - Fairfax , VA
- I act as the Regional FMIS/IBM Security Coordinator
- I prepare and submit all paperwork to create an account for FMIS
- I prepare and submit all paperwork for the level of access provided in FMIS
- I perform all of the bookkeeping
- I manage 81 end-users in my department
- I prepare and submit all paperwork for new users for system logins for my dept
- I prepare and submit all paperwork for VPN access in my dept
Help Desk Specialist, 11/2014 to 07/2018General Dynamics - Fort Belvoir , VA
- Documented all transactions and support interactions in system for future reference and addition to knowledge base
- Answered 20-35 incoming calls from residential and small business customers on Verizon and third party products
- Processed over 30 support requests received over 8 hour shift for technical assistance on wide range of issues related to Verizon and operating systems
- Identified and solved technical issues using variety of diagnostic tools including Citrix, Remedy and Topology
- Answered support calls within 60 seconds to minimize delays and subsequent abandoned calls
- Evaluated and resolved software and hardware technical problems for end users efficiently to minimize downtime
- Used Verizon preparatory ticketing systems to manage and process support actions and requests
- Provided solutions to operations issues for users of Verizon systems/products and operating systems, working closely via phone, email, live chat and web teleconference with end users
- Helped streamline repair processes and update procedures for support action consistency
- Managed high levels of call flow and responded to hardware and software technical support needs of customers
- Broke down and evaluated user problems using test scripts, personal expertise and probing questions
- Managed customers' expectations of support and technology functionality in order to provide positive user experience
- Conducted in-depth product and issue resolution research to address customer concerns
- Removed malware, ransomware and other threats from laptops and desktop systems
- Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions
- Described advanced solutions *simplicity* to customers to assist in problem resolution
- Trained and supported end-users with software, hardware and network standards and use processes
- Provided Tier 1 IT support to non-technical internal users personnel through desk side support services
- Installed Verizon/Windows software, modified and repaired Third party hardware and resolved technical issues
- Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution
- Achieved recognition in various incentive programs and contests recognizing high levels of production and customer satisfaction ratings
- Identified potential up sales and cross-selling opportunities in course of delivery of support services
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed
Help Desk Specialist, 03/2007 to 09/2013Comcast - City , STATE
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Up sold products and services to increase company revenue by 8% beyond [monthly targets
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
- Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team
- Increased sales by educating prospects on benefits of products and services in comparison to competitors
- Removed malware, ransomware and other threats from laptops and desktop systems
- Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions
- Analyzed [LAN] and [WAN] issues to identify troubleshooting methods needed for quick remediation
- Described technical solutions simplistically to customers to assist in problem resolution
- Engaged end users and answered questions via email, phone, website live chat and in forums
- Helped streamline repair processes and update procedures for support action consistency
- Documented all transactions and support interactions in system for future reference and addition to knowledge base
- Conducted in-depth product and issue resolution research to address customer concerns
- Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution
- Collaborated with and provided leadership for help desk team
- Trained and supported end-users with software, hardware and network standards and use processes
- Maintained composure and efficiency in high-pressure IT environment
- Enthusiastically participated in weekly job-related training to enhance skills and extend expertise in information technology
- Used remedy ticketing systems to manage and process support actions and requests
- Processed over 20-45 support requests received over 8 hour time frame for technical assistance on wide range of issues related to Comcast and operating systems
- Compiled and accurately entered data for each customer encounter to record in system
- Set up PC and MAC desktops and laptops and all types of mobile devices
- Evaluated and resolved hardware and software technical problems for end users efficiently to minimize downtime
- Facilitated implementation of innovative concepts and promotion of new ideas
- Activated accounts for clients interested in new services
- Configured and resolved issues with Apple devices
- Answered support calls within 59 seconds to minimize delays and subsequent abandoned calls
- Provided excellent customer service through communication and interpersonal skills
- Answered 25-45 incoming calls from residential and small business customers on Comcast and third party products
- Provided Tier 1 IT support to non-technical internal users personnel through desk side support services
- Trained end-users in use of Comcast software and third party software
- Provided Tier 1 IT support to non-technical internal users personnel through desk side support services
- Maintained and updated SOP customer service database
- Logged support tickets and closed when issues were resolved
Education
CCNA Certification In Progress, Cisco Certified Network Associate, 2019
Cisco
Continuing Education for A+ Certification, Information Technology, 2015
The Community College of Baltimore County - City, State
High School Diploma, 1997
Grady High School - City, State
Softwares
- Citrix
- Mac Os
- Microsoft Windows
- Remedy
- Microsoft Office/Outlook
- Active Directory/Group policy
- Go To Assist
- Outlook Messenger
References Upon Your Request!
Skills
- Exquisite Customer Service Skills
- Technical issues analysis
- Knowledgeable in Mac systems
- Staff education and training
- Skilled in TCP/IP and WAN
- Application support
- Desktop support
- Technical documents comprehension
- Client needs assessments
- Coaching and mentoring
- Workflow analysis
- Problem resolution
- Remote access technology
- Excellent diagnostic skills
- Excellent communication skills
- Email management software
- Quality assurance
- Network upgrades
- Team leadership
- System installations
- Equipment monitoring
- Investigative research
- Data review
- Data analysis
- Device configuration
- Documentation and reporting
- Decision-making abilities
- Computer literate
- Positive and friendly
- MS Office Suite
- Multi-line phone talent
- People-oriented
- Quick learner
- Call center transactions
- Customer-oriented
- Motivated team player
- Employee relations
- Team building expertise
- Credit card transactions
- Detail-oriented
- Goal-oriented
- Strong interpersonal skills
- Active listening skills
- Exceptional time management skills
- Maximo Ticketing System
- Remote Desktop via Ivanti Console Management
- FMIS/IBM Password & Account Creation/ Delete Coordinator
- Data Store Maintenance Admin
- Active Directory Admin
- Secure File Access Admin
- Inventory Management
- Maintaining User Databases
- Managing Assigned Group of End Users
- Preparing and Distributing Reports
- Printer Phonebook Admin
- Supervisory/ Team Leader Exp for a group of 10 (5 years @ Verizon)
- SQL Experience
- Microsoft 365 Experience
- Large printer troubleshooting, maintenance physical, and networking.
- P.C., Laptop, Thin Client, Tablet, VoIP Phone, and Troubleshooting.
- P.C., Laptop, Thin Client, Tablet Deployment, Reconditioning & Imaging.
- Removing & Adding Hardware & Software
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Resume Overview
School Attended
- Cisco
- The Community College of Baltimore County
- Grady High School
Job Titles Held:
- IT Liaison of Fianance
- Help Desk Specialist
Degrees
- CCNA Certification In Progress , Cisco Certified Network Associate 2019
Continuing Education for A+ Certification , Information Technology 2015
High School Diploma , 1997
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