It Liaison Of Fianance resume example with 11+ years of experience
Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA94105
:
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.
Cisco, Expected in 2019 – –CCNA Certification In Progress:Cisco Certified Network Associate - GPA:
The Community College of Baltimore CountyCatonsville, MDExpected in 2015 – –Continuing Education for A+ Certification:Information Technology - GPA:
Grady High SchoolAtlanta, GAExpected in 1997 – –High School Diploma: - GPA:
Work History
General Dynamics - IT Liaison of Fianance Fairfax, VA, 10/2019 - Current
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
General Dynamics - Help Desk Specialist Fort Belvoir, VA, 11/2014 - 07/2018
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
Comcast - Help Desk Specialist City, STATE, 03/2007 - 09/2013
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
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