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Service Management Rep 2 Resume Example

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SERVICE MANAGEMENT REP 2
Summary
Service Management Representative and Networking Professional with fifteen years' experience. To obtain a job opportunity in IT Service Management Automation Integration Division as a IT Service Management Process Administrator 2  where I can perform my duties with positive approach for development. I'm looking forward to adding value to your organization, in a position that is suitable for my career goals and skill set.
Skills
  • Ability to work with other staff as well as independently.Identify Network problems and performance issues.
  • Service Now administration 
  • Good sense to use available information and resources.
  • Ensure that the risk of changes impacting the customer are minimized.
  • Provide service-related input, review and disposition of service change requests, and resolve service-related issues.
  • Configuration and Installation of Cisco switches and routers 
  • Operational support voice/data network cabling.


Experience
Service Management Rep 2 01/2015 to Current Unisys Corporation Harrisburg, PA
  • As a Service Management Rep 2 determine the procurement, fulfillment and Implementation tasks required for each customer Service Request within Service Now Application.
  • As a Service Now Administrator build, update Standard Templates, Govern, Coordinate and Facilitate the interim Service Request process, procedures and notifications.
  • As A Change Manager ensure that the risk of changes impacting the customer are minimized.
  • Manage and Assign Service Request to support groups for fulfillment and implementation.
  • Resolves and analyzes technical or process items in a call center/help desk/data center environment.
  • Use expertise in customer service, IT Service Management and technical knowledge gained from prior experience to resolve issues surrounding installation, usage, and training on software and/or hardware products.
  • Diagnose, identify, isolate and analyze trends and problems utilizing historical database records.
  • May support one or more areas such as request management, change management, problem management, asset management, reporting, and incident management.
IT Infrastructure Analyst 01/1996 to 02/2014 Highmark Incorporated Camp Hill, PA
  • As an experienced IT Infrastructure Analyst, my technical knowledge and skills are used to identify performance issues, and resolve system problems, by communicating effectively with management, clients and customers.
  • Responsible for all duties and have a broad understanding of networking hardware, and software.
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  • This includes installation, configuration management and troubleshooting.
  • My responsibilities included the planning, installation, maintenance, modification, and operation of all local area network (LAN) and wide area network (WAN) data communications equipment; including all remote site communications and on-line devices accessing computers at all relevant sites.
  • As an IT infrastructure Analyst, I assists end-users with communications problems, which may be quite complex; trouble-shooting problem calls, monitoring traffic flow, assisting with the preparation and installation of new equipment, developing operating procedures, performing site surveys and systems network designs, and developing reports for use by the organization.
  • As an IT infrastructure Analyst, I initiated action to resolve problems with communications degradation, making recommendations to management for communications hardware/software changes that would mitigate future degradation.
Processing Analyst 01/1987 to 01/1996 Highmark, Incorporated Camp Hill, PA
  • Observe the current system in operation and gather and analyze information about each of the parts of the component problems, using a variety of sources.
  • Support of all production and test systems.
  • Problem resolution for controlling workflow.
  • Resolved processing problems.
  • Monitored on-line performance.
  • Initiated startup and recovery procedures.
  • Summary: As a Senior Processing Analyst my duties included supporting all production and test systems during problem resolution for controlling work flow through the use of an automated scheduling package.
  • As a Senior Analyst, I resolved processing problems, measured and monitored on-line performance.
  • Initiated, restarted and job recovery processing problems, measured and monitored on-line performance.
  • Initiated, restarted and job recovery procedures for on-line systems.
  • In my position I serve as the primary liaison for end-user work stations end-to-end connectivity issues, providing technical guidance to all site end-users covering such areas as recommended equipment, equipment configuration, optional facility layout, circuitry requirements, and the most economical methods for system access, for host station and regionally supported depots.
Education and Training
High School Diploma: Electronics/Communications Electronics Communications June 1987 William Penn Vocational Technical High School Harrisburg, PA
Major:Electronics/Communications
Minor:Communications
GPA - 3.0
Technical Skills
  • Asset management, call center, change management.
  • Cisco Hardware, configuration,Installation,Troubleshooting and management.
  • Problem resolution, procurement, reporting.
  • Service Now, MS Access Database, MS Office,Vizio
  • Networking Principles – TCP/IP, EIGRP,BGP,WIRELESS,LAN/WAN,VLANSCisco – ASA Firewall, Switching and Router technology.
 

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Resume Overview

Companies Worked For:

  • Unisys Corporation
  • Highmark Incorporated
  • Highmark, Incorporated

School Attended

  • William Penn Vocational Technical High School

Job Titles Held:

  • Service Management Rep 2
  • IT Infrastructure Analyst
  • Processing Analyst

Degrees

  • High School Diploma : Electronics/Communications Electronics Communications June 1987

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