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Click here or scroll down to respond to this candidateCandidate's Name
Atlanta, GA PHONE NUMBER AVAILABLE
LINKEDIN LINK AVAILABLE EMAIL AVAILABLE
Professional Summary
A well trained professional with specialized hands-on skills who has the ability to work calmly under pressure, producing quality work. In addition, a focused business oriented entrepreneur with a logical mind, willing to take risks to obtain valuable outcomes
Strengths include:
Highly Motivated
Ability to Inspire
Intuitive
Technical Skills: PeopleSoft, Concur, HR, Payroll, Kronos Workforce, and Microsoft Suite, VPN, Checkpoint, Active Directory, CRM, Remedy, Direct access, SQL, Proxy, Firewall, Router/switches, Servers, Data Base, Web Application, and Networking, POS systems, Credit Card terminals
Language(s): Fluent in English and Creole
Professional Experience
Sanofi/Merial Duluth, GA
Sr. Helpdesk Desk Analyst February2016 Present
Assist Analysts as necessary in resolving complex incidents
Coordinate, monitor and handle all Service Desk open incident tickets in order to ensure
Issues are closed within the required Service Levels
Monitor high severity incidents to ensure resolution within communicated Service Levels
Assess reported incidents and as necessary, work directly with Sanofi-Aventis & Sanofi-Pasteur service partners for escalation and timely issue resolution
Assess reported incidents and as necessary, work directly with Sanofi-Aventis & Sanofi-Pasteur service partners for escalation and timely issue resolution
Provide training and mentoring for new Service Desk Analysts
Assist Service Desk Management with reporting and analysis tasks
Prepare support documentation for new application or processes prior to implementation
Lead weekly Analyst staff meetings as necessary
Maintain senior technical proficiency in Sanofi-Aventis & Sanofi-Pasteur applications and hardware
Honey Bake Ham, Roswell, GA
Senior IT Service Desk/Security Dec 2015 Feb 2016
Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
Uses the appropriate CTI categories for logging incidents and requests.
Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.
Analyzed and resolves incidents and requests regarding use of application software or hardware. Logs and tracks incidents and requests from identification through resolution. Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete. Documents resolutions and updates self-help and staff knowledge bases.
Grows general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact.
Provides after hours and on-call support as needed.
Adheres to and supports HCA IT&S standards, policies, and procedures. Determine hardware, software or system functional specifications
Bibliotheca Inc. Norcross, GA
IT Implementation Engineer/Project Manager October2015- January
Reviewing documents, workflow and plans for implementation with customers/vendors.
Coordinating, and tracking new implementations projects.
Installing and configuring interface software Programming and research.
Troubleshooting and resolving complex implementation issues in regards to interface and information exchanges.
Providing interface and related workflow solutions within the guidelines of the interface team s procedures.
Used Kronos Management System to capture installer time asset for Project.
Demonstrating leadership to define requirements for project risk.
Developing solutions with the latest tool developing, testing, and deploying software.
Large-scale Software Systems Integration and test Work with multiple projects.
Determine hardware, software or system functional specifications
Manages multiple Installation projects HR/payroll, POS, and Security
Horizon Software Inc Duluth, GA
Helpdesk Product Engineer June 2015 October 2015
Provide technical support at the network level: WAN and LAN connectivity, routers, firewalls and security for 100s of schools around United States.
Deliver remote access solution implementation and support: VPN, and Terminal Services on Help Desk tickets that come in via phone or email.
Improving customer service, perception, and satisfaction while maintaining a fast turnaround of customer requests.
Knowledgeable on operating systems, business applications, printing systems, and network systems.
Write scrip for SQL data base, troubleshoot server and software product.
Application of systems analysis techniques and procedures.
Support and troubleshoot incident management processes monitoring security alerts for internal usage
Support and manage installer schedule workflow, and budget using work force
World Pay Dunwoody, GA
Helpdesk Technician/ Security February 2015 June 2015
Attracts potential customers by answering product and service questions: suggesting information about other products and services
Opens customer accounts by recording account information
Maintains customer records by updating account information
Resolves product or service problems by clarifying the customer s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Answering billing question, processing payment, tracking transaction.
Troubleshooting credit card terminal, ports, POS systems and online system/product.
Support security tools and solutions hardware/software/devices are operating effectively and updated in a timely manner.
Set up profile give permission to user with in network, denial access to internal user.
Clipper Dunwoody, GA
Shift Supervisor August 2013 March 2015
Consistently performs 10 steps of quality customer service. Demonstrates and promotes teamwork.
Completes required paperwork accurately and timely per company standards.
Checks products in sandwich unit area and restocks items to ensure a sufficient supply.
Cleans and maintains all areas of the restaurant to promote a clean image. Understands and adheres to the 3-step method for cleaning.
Control manage employee time using Kronos Management System.
Teavana, Inc. Atlanta, GA
Call Center Sales Representative September 2014 January 2015
Determined requirements by working with customers.
Answered inquiries by clarifying desired information; researched, located, and provided information.
Resolved problems by clarifying issues; researched and explored answers and alternative solutions; implemented solutions; escalated unresolved problems.
Maintained call center database by entering information.
Kept equipment operational by following established procedures; reported malfunctions.
Genuine Parts Company Marietta, GA
Business Support Analyst January 2014- July 2014
Assisted with testing procedures on operational systems enhancements as required.
Assisted team PeopleSoft (HR, Payroll, Kronos, Concur).
Worked with Special projects as assigned. Oversaw the daily performance of computer systems to ensure all departments are able to function properly.
Worked under Distribution Representative, sending out Rebate Checks and inner/outer company mail.
Worked with Inbound Team taking calls and helping customers.
Supported the Imaging Department by taking into account all of their imaged documents and documenting them into an excel worksheet.
Manage and control Payroll implementations for stores and IT projects.
Used Kronos Management System to process store manager time.
Pita House Duluth, GA
Analyst Security/Project management January 2010- July 2012
Manage security responsibilities, such as firewalls, proxy systems, logging, and other security devices.
Create and maintain review reports on event anomalies.
Develop and maintain security policies Sox compliance.
Raise awareness of security policies and develop corresponding procedures.
Provide security expertise to the company and teaching user about save browsing.
Assist in the enforcement and monitoring of Compliance regulations.
Investigate and respond to security violations.
Defines security requirements and reviews systems to determine if they have been designed to comply with established security standards. Develop new standards as necessary.
Analyze business needs, researches and recommends solutions.
Troubleshoot Checkpoint enterprise firewall and technologies.
Education
Year Up / Atlanta Metropolitan State College Atlanta, GA
Business Technology September 2013 July 2014
Year Up is a leading one-year career development program with 250 corporate partners around the country; the program includes college-level courses, professional training, and a six-month internship
Installed hardware, software, and drivers for internal clients. Study A+ Network + and Security +
Earned the Positive Attitude and Hard-Worker awards
Grayson High School Loganville, GA
Graduate Student (Diploma) August 2009- May 2012
Georgia Gwinnett College Lawrenceville, GA
Information Technology Science Bachelor August 2013- Present
Professional Awards and Accomplishments
NJROTC: Constructed Leadership also a three years member.
NJROTC: Class commander, color guard leader, and a drill team captain.
Soccer: Highest Goals Scored, four years member, MVP. |
