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Service Desk Tier II
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Competencies
Demonstrated experience with Windows 7.
Demonstrated experience with Windows 8.
Demonstrated experience with Windows 10.
Demonstrated experience with Windows 11.
Demonstrated experience with Mac OS X.
Education
Summary
Service Desk Tier II open to new opportunities
Experience
Service Desk Tier II
100% remote, phone, chat and email support. Expertise Customer Service. Active Directory for user management, administration, and group policy. Resolve or escalate issues to appropriate service technicians and/or team leads. Remote into user computer to fix all related issues. Set-up Network and local printers. Reset password. Knowledge based training tool. Track and document all troubled tickets using Remedy, service NXt and Service Now
IT Service Desk Analyst
100% Phone support Level 1 and 2. Worked with 11 hospitals affiliated with Montefiore. Resolved and/or escalated issues to appropriate service technicians and/or team leads. Provided technical assistance to end-users. Supported for incoming request and incidents related to hardware and software. Remoted into user computer to fix related issues. Set-up Network and local printers. Use knowledge base to research issues. Entered all incidents in Service manager ticketed system. Mapped network drives to user account
Computer Service Technician
Provided desktop/system support for local and remote users troubleshooting the root cause assessment to software and hardware deployments and replacements. Provided some system administrator using Help Desk Administrative systems OS Deployment, Desktop Patch Management. Proficient in MS Windows operating systems, including installation and configuration of hardware and software for laptops, desktops, and peripheral devices. Worked with third party vendors (Microsoft, Dell, Brother, Konica, etc.) supporting, troubleshooting and resolving issues.. Used Remedy for troubled tickets. Reimaged hard drive using the duplicator to deploy new pc set-up. Updated patches such as: Java, McAfee and GP Policy updates and Window updates and Security updates. Provided support to end users such as: NYC Serv adj. & pay, ATAS, Web Connect, Accela, Decisions at Tribunal, Camis, Content Manager, ISYS, Law Reference, Same day affidavits, Control center 3 and 4. Ensured that all staff has exceptional working pc, and peripheral devices. Updated all drivers. Video Conference set up, Smart board set-up using Cisco Web-ex and Jabber. Joined all new pcs to CSC domain. Troubleshoot all internet connectivity. Create new user in Active Directory to give user permissions to authorized member groups. Reset and unlock password. Setup outlook accounts on pc’s and iPhone & Android, tablet devices. Support Microsoft suite. Set up local and network printers. Map user pc for z drive and oath departmental databases. Use Remedy ticketed system to enter troubled tickets
Technical Business Analyst
Phone and desktop support. Tested new application to make sure working for users. Trained all users in classroom setting on new web based application for APSNet. Migrated old referrals from Cims and Factors software to APSNet. Supported the helpdesk, guide and troubleshoot users problems. Provided support with APSNet applications needs. Created and assigned referrals. Assisted the Management Information System. Created, tested and revised E-Forms. Processed merges of duplicate case records. Participated in meetings, analysis and system decision sessions. Created and documented help desk tickets/resolutions. Windows XP, Windows 7
Technical Support
100% Phone support for New York Life agents. One on one training to 1000+ end users. Created Outlook user accounts using Exchange. Migrated calendar and contact information from Pop3 to Exchange Account. Configured user account on mobile devices: Blackberry, Palm, I-Phone, Android, Smart phones, and Ipad.. Added and shared calendar entries. Troubleshoot Microsoft Exchange email issues. Windows XP/ Vista/ 7, Active Directory, MS Office 2003, 2007 and 2010, E-Mail Clients (Outlook, Outlook Express, Windows Live Mail). Troubleshoot TCP/IP protocols, LAN/WAN, SQL servers, Wi-Fi connections, encrypt and decrypt New York Life proprietary software for Agents. Troubleshoot Spy ware/ Virus problems using windows tools. Provided 1st, 2nd and 3rd level of technical support. Customer support to agents via telephone and remote access using Citrix (Go-to assist). Exceptional customer service. Logged and updated all trouble tickets using Remedy ITSM 7.5