Diplomatic IT professional with ITIL experience, well-versed in network administration, technical troubleshooting, and product support. Demonstrates high-level expertise in VDI, desktop, remote access, thin clients, and LAN/WAN configuration. Highly-effective communication facilitator and contributor to key partnerships, projects, and collective team objectives across, telecom, network, hosting, security, and mobile devices to achieve positive impact on all business outcomes.
Skills
Problem Resolution
Team Training
Network Administration
End-User Support
Cross-Functional Communication
Hardware Configuration
Technical Troubleshooting
Software Upgrades
Internal Documentation
LAN/WAN
TCP/IP Environments
VDI/VPN Connectivity
Windows/iOS
Virtual/Remote Expertise
Experience
Service Support Desk Analyst II, 06/2018 to Current Fis – Amf Ohare, IL,
Resolved 15+ support tickets daily, responding to queries by telephone or self-service ticket to support internal and outside computer hardware, software, network, application access and telecommunications systems.
Created frequent issue/call templates to decrease manual input times for end users, documenting solutions and troubleshooting steps concisely in ticketing system to streamline team communications and new service solutions; increased FCR (First Call Resolve) rates by 25% while decreasing AHT (Average Handle Time) 26%.
Analyzed, prioritized, researched and solved IT problems to achieve complete resolution for customers with minimal productivity loss; consistently ranked top 5 amongst team members and received the curiosity and client-centric recognition for 2 consecutive years.
Supervised configuration of LAN/WAN and corporate Internet system; handled network configurations after hours and on weekends to alleviate downtime and maintain smooth operations.
Technical Support Representative II, 12/2014 to 04/2018 Altice USA – City, STATE,
Oversaw multiple systems simultaneously, including Remedy trouble ticket databases, customer account databases, troubleshooting software, etc., to record data and create notations in customer's account records.
Rectified network, email, DHCP server, modem and router connectivity issues connecting to Windows and iOS devices; assisted with residential and public Wi-Fi access inquiries.
Guided customers to configure and access Altice email accounts on mobile devices; resolved account issues such as password resets and basic usage and navigation assistance.
Determined the root cause of issue to de-escalated customer issue/complaints; and, if warranted, escalated to the appropriate manager for resolve; documented customer complaints and inquiries for use in technical documentation and bug tracking.
Scheduled on-site assistance for issues that could not be resolved via remote tools, i.e., defective cabling, modem or router and/or splitter, installations, or upgrade of products and services.
Product Usage Representative, 11/2013 to 05/2014 Thomson Reuters – City, STATE,
Received and settled 30+ inquiries to provide front-line queue support to customer queries via phone and email for product functionalities assistance; increased customer satisfaction ratings by 15% during tenure.
Monitored network variances to achieve quality improvement while resolving product process and hardware equipment issues; assisted in developing internal documentation to train incoming Analysts while supporting new features for product/software enhancements.
Trouble-shot application configuration of browser settings and application installation and connectivity, maintained departmental performance standards.
Generated case to call data to track and maintain account history, CED service, and functionality assistance from creation to issue resolution.
Cultivated professional customer relationships by asking appropriate questions, identifying needs and providing insightful information regarding products.
Educated, assisted and taught subscribers how to utilize and navigate various Checkpoint CPE/CE applications/platforms subscriptions.
Education and Training
Axelos ITIL4 Foundation: , Expected in 05/2021 - , GPA:
CompTIA Network+ Ce: , Expected in 08/2021 Aiken Technical College - Aiken, SC GPA:
CompTIA Security+ Boot Camp Training: , Expected in 05/2020 Scholas - Bronx, NY GPA:
CompTIA IT Support Training - Certificate of Completion.: , Expected in 01/2015 - , GPA:
: Information Technology, Expected in 01/2011 Monroe College - Bronx, NY GPA:
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School Attended
Aiken Technical College
Scholas
Monroe College
Job Titles Held:
Service Support Desk Analyst II
Technical Support Representative II
Product Usage Representative
Degrees
Axelos ITIL4 Foundation
CompTIA Network+ Ce
CompTIA Security+ Boot Camp Training
CompTIA IT Support Training - Certificate of Completion.
