Student Manager Resume Example
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STUDENT MANAGER
Professional Summary
Experienced Senior Analyst possesses excellent leadership skills and a highly analytical focus.Sound communication skills and good ability to multitask allow for skilled delivery of IT solutions. Has a Master's degree in Business Administration along with four years of progressively responsible positions in IT Service Desk/Help Desk roles
Skills
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Work History
01/2017 to 03/2019
Student ManagerPenn State University － University Park , PA
- Support our University Staff and Faculty with Printer Installation, Software Installation, New Desktop Installation, Windows and Mac Issues
- Providing Technical Support to Staff, Faculty and Students of the University over phone or to walk in users
- Logging and resolving tickets on our Web help desk tool (Solar Winds)
- Troubleshooting with clients on many issues such as Blackboard, Email Account Set-up, Outlook Issues, Printer Queue issues, Network Drive issues, Password reset
- Performed AV Set-ups and Supported big events such as Commencement, Board of Regent meetings, Lutheran Church Meeting
- Supervising help desk employees and Training New hires on Help desk and AV tools
- Resolved technical complications for users with remote support strategies GoTo Assist Remote Tool
- Performs other related duties as assigned by help desk manager
08/2015 to 07/2016
Senior AnalystAir Line Pilots Association － Memphis , TN
- Working for a big Multi National Brand (Jardine Lloyd Thompson) and Serving Clients across globe from UK, USA and Australia
- Incident management, remote management, and system management tools to monitor, assisting, and resolving the user-related issues
- Delivering service and support to end-users using and operating automated call distribution phone software, via remote connection or over the internet
- Provided L1/L2/L3 admin technical phone desktop support to local/remote/global users
- Duties included password resets in the Active Directory, troubleshooting remote connectivity issues (routers, modems, wireless), supporting MS Outlook and MS Office, Office 365, Citrix
- Demonstrating a broad range of desktop PC/Mac user support experience, good working knowledge of wired/wireless network connectivity troubleshooting skills, an understanding of best practices for secure computing
- Analyzing routine and non-routine issues with wireless equipment, software applications, and network performance to identify the root cause and deliver the best solution
- Training the junior staff in implementations of various quality tools and procedures
- Create, manage, and escalation of tickets at the end of the shift for unresolved issues
- Employed experience and training to troubleshoot software and hardware problems via email and telephone, utilizing remote support tools such as Bomgar
- Troubleshooted Exchange 2010/Outlook 2010 mailbox and connectivity to solve user and server problems
- Administered and supported remote access (Cisco IPSec VPN), as well as administered and supported RSA SecurID access issues
06/2014 to 06/2015
AssociateAscena Retail Group － Hulmeville , PA
- Troubleshooting via chat, email and phone customer problems with computer hardware and software issues as well as client specific equipment and applications
- Answering incoming inquiries, responding to customer questions and solves problems according to standardized procedures while maintaining a courteous manner
- Asking effective questions and gathers information to determine the source of problems and customer needs
- Logging on/off customer care system and accesses account files
- Entering alpha and numeric data via a computer keyboard into an automated system accurately. Accurately capturing all customer and issue related information in the proper Database
- Leading the customers through the documented process of fixing their software, hardware, or network problems
- Using product information, multiple client tools, client-specific reference materials, scripting, advanced technical knowledge, and customer service skills and problem-solving skills to diagnose and solve customer problems
- Monitoring and coaching the Technical Support Representatives and Agents regarding client specific procedure and requirements
- Achieved and maintained company-high customer retention rate of 98.50%
- Efficiently cultivated fresh outsourced help desk team and remote help desk jobs
Education
2019
MBA: Business AdministrationConcordia University Chicago － City, State
2013
Bachelor of Technology: Computer ScienceUttar Pradesh Technical University － City
Certifications
- Cisco Certified Network Associate in Aug 2011 by Hewlett Packard
- Asp.net with C# in 2012 by Hewlett Packard
LinkedIn Profile
- https://www.linkedin.com/in/parasharankit/
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Resume Overview
School Attended
- Concordia University Chicago
- Uttar Pradesh Technical University
Job Titles Held:
- Student Manager
- Senior Analyst
- Associate
Degrees
- MBA : Business Administration
Bachelor of Technology : Computer Science
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