Resourceful Senior Service Desk Administrator with 7 years of diverse IT service experience for various hardware and software platforms. Tech-savvy computer expert with passion for teamwork and helping others while adapting to unexpected challenges. Committed to keeping abreast of new technologies and proven at uncovering new, timesaving solutions to common service issues.
Skills
Technical Troubleshooting
Call Center Operations
Software upgrades
Service desk support
Application installations
Customer support needs assessment
Teambuilding
Problem resolution
Multitasking
Hardware diagnostics
LAN/WAN
MS Office
Experience
11/2018 to Current
Sr Service Desk AdministratorAltair – Bedford, TX,
Respond to client's technical needs in an efficient, timely, and professional manner via the phone or email.
Support Flagstar bank applications in a wide variety of computer environments.
Thoroughly support end users on integrated systems.
Provide technical feedback and recommendations to development staff to enhance products.
Assist Analysts with issues that are deemed beyond their current expertise.
Maintains current technical expertise in rapidly changing technology of computers, applications, and communications and utilizes state-of-the-art techniques when implementing computing and automated solutions.
Recognizes and identifies potential areas where existing policies and procedures require change, or where new ones need to be developed.
Build, maintain and update Known Error Database and the Knowledge Database, ensuring incidents and resolutions are documented.
Participate in compliance, regulatory, and technology training.
Ensure compliance with applicable federal, state and local laws and regulations.
Complete all required compliance training.
Maintain knowledge of and adhere to Flagstar's internal compliance policies and procedures.
Take responsibility to keep up to date with changing regulations and policies.
08/2015 to 11/2018
Service Desk AdministratorBrady Corporation – Milwaukee, WI,
Respond to client's technical needs in an efficient, timely, and professional manner via the phone or email.
Support Flagstar bank applications in a wide variety of computer environments.
Thoroughly support end users on integrated systems.
Provide technical feedback and recommendations to development staff to enhance products.
Assist Analysts with issues that are deemed beyond their current expertise.
Maintains current technical expertise in rapidly changing technology of computers, applications, and communications and utilizes state-of-the-art techniques when implementing computing and automated solutions.
Recognizes and identifies potential areas where existing policies and procedures require change, or where new ones need to be developed.
Build, maintain and update Known Error Database and the Knowledge Database, ensuring incidents and resolutions are documented.
Participate in compliance, regulatory, and technology training.
Ensure compliance with applicable federal, state and local laws and regulations.
Complete all required compliance training.
Maintain knowledge of and adhere to Flagstar's internal compliance policies and procedures.
Take responsibility to keep up to date with changing regulations and policies.
05/2015 to 08/2015
IT InternFlagstar Bank – City, STATE,
Independently provide technical support to users spanning multiple platforms using various methodologies to resolve technical issues.
Build, maintain and update Known Error Database and the Knowledge Database, ensuring incidents and resolutions are documented.
Participate in compliance, regulatory, and technology training.
Ensure compliance with applicable federal, state and local laws and regulations.
Complete all required compliance training.
Maintain knowledge of and adhere to Flagstar's internal compliance policies and procedures.
Take responsibility to keep up to date with changing regulations and policies.
Education and Training
Expected in 12/2017
Business Economics, Leadership & Organizational Behavior, Applied Managerial Statistics: Business Administration, Network and Comm Management KELLR GRADUATE OF MANAGEMENT - Southfield, Michigan GPA: Legal, Political, Ethical Dimensions of Business
Expected in 05/2010
CISCO Networking, Computer and Network Security, Network/Data/Computer Communications: Computer/Information Systems ROBERT MORRIS UNIVERSITY - Moon, Pennsylvania GPA: Web Development and E-Commerce Technology, Linux System Administration, “M” Programming Language, Advanced System Analysis and Design, and Operating Systems
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School Attended
KELLR GRADUATE OF MANAGEMENT
ROBERT MORRIS UNIVERSITY
ATHENS HIGH SCHOOL
Job Titles Held:
Sr Service Desk Administrator
Service Desk Administrator
IT Intern
Degrees
Business Economics, Leadership & Organizational Behavior, Applied Managerial Statistics
CISCO Networking, Computer and Network Security, Network/Data/Computer Communications
