|
|
Title: |
Business Analyst/Tech Support
|
Location: |
US-Arizona
|
Work History: |
February 2007 – Present Sanofi-Aventis Pharmaceuticals – Bridgewater, New Jersey
System Monitoring Event Administrator
The Judge Group (Contractor) Matawan, NJ
Provide reliable and quality, Operations desk support in electronic and production environment. Also tracks and monitors system and task status as well as data storage retention and retrieval, and review system functions. Records and tracks problem events and follow up to ensure resolution and/or escalate to Tier 2 as necessary.
Manage the handling, data entry and coordination for system
monitoring events for business critical production systems.
Follow established system workflows and processes to view, and
coordinate ticket escalations.
Provide ticket coordination between Incident Management and System.
I notify appropriate staff members when a problem does occur with the servers.
Escalation experience, including paging, conferencing, e-mails, cell/home calling.
Reviewed data in Jigsaw - This user interface allows application owners rapid retrieval of all their application related information.
Aids in the support of our help desk with first level support of contact and possibly second level if necessary.
Company training and Certificate for CSM Change Management.
Oversees the process of maintaining daily logs and equipment malfunction reports.
Tape Backup Operator for SAN and NAS operations.
Monitoring System Tools: HP OpenView (Console) A.08.24, Jigsaw, HP Service Desk, Outlook 2003, ManageNow Version 4.4, Validation Request Forms.
Environment: Windows 98, 2000, XP and Microsoft Office applications
September 2006 – February 2007 AmerisourceBergen (PharMerica) – Tampa, Florida
Help Desk Associate II
Provide advanced first-tier support to end users for PC, Server, and/or Mainframe applications and hardware. Also guides Level I Agents as well as supporting end-users primarily over the telephone using remote control software tools.
Works with other Help Desk Agents and Help Desk Supervisor to respond to phone calls from Internal andExternal customers in a timely manner, providing customer service assistance with every attempt to resolve all issues on first call. Ascertains issue or question from customer and analyzes solutions; simulating or recreating user problems to resolve operating difficulties.
Provides technical assistance and/or training to other Help Desk Level I agents.
Works with users and Information Security associates to administer user access.
Effectively document trouble tickets in Service Center.
Consults with Lead/Supervisor and other IT professionals when appropriate course of action is unclear.
Experience supporting desktop operating systems including Windows 2000, Windows XP Professional, and DOS, VNC Server 4.1.1.
Updates the department Knowledge Base as needed
Working on client hardware Dell, IBM ThinkPad, HP printers.
Used remote access Citrix ICA Client and guided users through installation procedures.
Environment: ActiveRoles Server 5.2.5, Outlook 2003, Unicenter ServicePlus Desk, Windows 98/2000/XP, VNC, WhatsUp Gold, and User Manager 5.1.
May 2006 – September 2006 DTCC – Tampa, Florida
Technical Customer Support Analyst
Resolve customer issues; provide technical support for external and internal clients via documented procedures, password resets, Mainframe, PC/LAN, Citrix, Blackberry devices, Active Directory and Lotus Notes email client.
Provide superior customer service.
Respond to inbound and outbound customer calls in a timely manner.
Communicate routine customer technical inquires or problems pertaining to Mainframe, PC/LAN or Web based application.
Effectively escalate any unresolved client or user issues to the Shift Lead.
Effectively document trouble tickets in Service Center.
Consults with Leas/Supervisor and other IT professionals when appropriate course of action is unclear.
Experience supporting desktop operating systems including Windows 2000, Windows XP Professional, and DOS, SMS Remote, and Apropos.
Updates the department Knowledge Base as needed
Working on client hardware Dell, IBM ThinkPad, HP printers.
Used remote access Citrix ICA Client and guided users through installation procedures.
Environment: Novell Netware, Lotus Notes, Service Center, Windows 2000/XP, SMS, and Windows NT Admin.
|
Skills: |
Technical Skills
Hardware: Personal computer (IBM Compatible) components including hard drives, memory; components that support video, networking and Multimedia capability as well as peripheral devices such as CD-ROM, Printer, SCSI devices, Palm Pilot, etc., AS/400 Work Management Facility
Operating Systems: Windows 3.11/95/NT, Microsoft DOS 6.22, OS/MVS JCL,
Database: MS-Access
Software: Novell Netware 4.11, Norton Utilities v.8, Microsoft Office 2000 including Windows XP, MS-Excel, MS-PowerPoint, MS-Outlook, TSO (PDF), McAfee Security Center, Lotus Notes, Track-IT, Remedy (2 years), Ghost (1.5 years)
|
Education: |
Working towards on my Associates Degree in Business Administration for Network Information Systems
Berkeley College – Woodbridge, New Jersey, 2001 – 2002
Software Technology Program (MOUS-Master) Microsoft Office User Specialist
Middlesex County College – Edison, New Jersey, June 2004
Business Solutions Program (IIBA) International Institute of Business Analyst
Middlesex County College – Edison, New Jersey, 12/08/2007 (Entry Level)
Certificates
Help Desk Analyst Boot Camp Certification
IHS Support Solutions – Woodbridge, New Jersey, July 2003
Completed a semester of Cisco Certified Network Associates
The New Jersey Institute of Technology – Newark, New Jersey, 2000–2000
Certificate of Achievement for CSM Change Management Training
Sanofi-Aventis, Bridgewater, New Jersey 11/01/2007
|
Endorsements
|
 |
joy has received 2 endorsements.
|
joy has endorsed 0 Members.
|
|
|
| |
Rank |
Title |
Location |
Status |
Actions |
|
9.842 |
I.T.PMP. MAC and PC Systems Administrator / Technical support |
US-New York-New York City |
 |
Details
|
|
|
8.620 |
Network Engineer |
US-California-Los Angeles |
|
Details
|
|
|
|
|
Public Messages
|
|
| From |
Date |
Message |
 |
06.06.11 |
[This message has been removed by ITsaNetwork because it contained inappropriate content.] |
|
|
