SAIC, Service Desk Analyst (Tier I/II) , 2007 to 2014 – , ,
Responsible for remote troubleshooting, remedy ticket system monitoring, troubleshooting client level applications and database data stores such as SQL and Enterprise Data Warehouse for use in Oracle Hyperion applications.
Active Directory, SAP, Deltek Cospoint Financial systems and reporting, and other application account maintenance, network support, notification and escalation of service/support issues, on-call responsibilities, and documentation of technical processes and solutions.
This provided services for 40,000 SAIC internal employees as well as contractors and external SAIC associated affiliates.
Exceeded required expectations for SAIC Service Desk with a 96.5% First Call Resolution based on required 90% Service Level Agreement.
Average talk time to resolution was 4:24 (minutes) based on a required 8:30 (minutes) Service Level Agreement which resulted in recognition by my management as having the fastest average talk time to customer resolution of all my peers.
Recognized as best "Problem solver" in my area of expertise by my peers, received 11 customer service awards out of 12 possible, for a one-year time period resulting in excellent customer service feedback.
Addressed and focused on several areas of efficiency for the Service Desk management and support issues allowing us to be more cost effective with our time in supporting our customer.
Assisted in training service desk agents in better time management and focusing on goals for higher end customer support.
Worked with other IT departments in resolving issues and exchanging knowledge.
Level II Support Rep , 2007 to 2007 Avalon Bay – , ,
Maintained Tier II troubleshooting for High Speed Internet, Digital Phone, & Cable products/systems · Supported Time Warner cable subscribers for services based at a customer subscriber level.
Provided remote support to subscriber equipment including internet routers, digital phone service equipment and encrypted cable television equipment for a subscriber base of several million customers.
Responsible for troubleshooting student network connectivity issues as a consultant to Syracuse University, including Ethernet & Wireless networks.
Removed Viruses & Spyware from Student computer systems.
Recommended course of action to Students for PC problems.
Help Desk Support Technician , 2005 to 2005 Time Warner Cable – , ,
Responsible for Campus Staff computer operations and maintenance.
Maintained TCP/IP and Ethernet network connections.
Maintained Standard Installation procedures of new and existing computers.
Performed End User Requests for Backup and operating system restoration.
Education
BS : Computer Science , Expected in 2007 State University of New York Institute of Technology (SUNYIT) - , GPA: Computer Science
AAS : Computer Information Systems , Expected in 2005 Cayuga County Community College - , GPA: Computer Information Systems
Training: Taleo Implementation Overview for ITS 2012; CRM-OD for Executive Users 2011; Microsoft Windows
7 for End Users 2010; Certifications: HDI certified 2013 : , Expected in - , GPA:
Summary
12 years of experience, including seven years of relevant experience with previous employer SAIC Microsoft Windows Operating systems (xp,win7,win8); Troubleshooting MS exchange (2003/2007/2010) issues and account modifications Linux/Unix operating systems and administration with minimal scripting (bash,python) Macintosh operating system troubleshooting WAN Networks, TCP/IP, Wireless, and Ethernet Networks; network switching and IP addressing; Identification of Spyware and Virus infected computers to include removal; PC computer diagnostics and providing solutions to related problems; client backup and restoration of operating systems and client level data migrations; System-operations in an ITIL environment, training, collections, and customer service; analyzing problems and initiating actions using client processes and procedures; Extensive Remote Troubleshooting, Remote Desktop Connections, and VPN support Active Directory Account Maintenance and infrastructure understanding Basic Windows 2008 server understanding Familiar with support models: deskside, incoming calls, chat sessions, and email Provided IT project support and/or leadership on IT special projects
Skills
Active Directory, Backup, Cable, computer operations, consultant, CRM, client, excellent customer service, customer service, customer support, Data Warehouse, database, documentation, Ethernet, Financial, Hyperion, Microsoft Windows, Enterprise, network support, network, networks, operating system, Oracle, Problem solver, processes, reporting, routers, SAP, Service Level Agreement, SQL, TCP/IP, Phone, television, time management, troubleshooting,
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School Attended
State University of New York Institute of Technology (SUNYIT)
Cayuga County Community College
Job Titles Held:
SAIC, Service Desk Analyst (Tier I/II)
Level II Support Rep
TekSystems, Computer Technician Consultant
Help Desk Support Technician
Degrees
BS
AAS
Training: Taleo Implementation Overview for ITS 2012; CRM-OD for Executive Users 2011; Microsoft Windows
7 for End Users 2010; Certifications: HDI certified 2013
