IT Service Desk Analyst Level II Resume Malvern, PA IT Service Desk Analyst Level II Malvern, PA - Hire IT People

OBJECTIVE

Organized and self - driven business and technology consultant with strong time management skills capable of working independently or in a team setting.
Experienced in a wide variety of domains such as automotive, pharmaceutical and manufacturing.

PROFESSIONAL EXPERIENCE

Confidential, Malvern, PA

IT Service Desk Analyst Level II

Responsibilities:

Provided IT support for fellow DaVita teammates across the US, assisting with troubleshooting items including hardware, software, and networking services
Logged and documented troubleshooting steps taken and solutions applied via ServiceNow in a manner consistent with current knowledgebase practices
Provided additional on-call support as scheduled during non- Confidential hours
Communicated effectively with customers, providing status updates and follow-ups to ensure satisfaction
Mentored and advised new teammates on standards, protocols and procedures in accordance with established Service Level Agreements

Confidential, Edgewater Park, NJ

IT Service Center Technician/Helpdesk Administrator

Responsibilities:

Served as first point of contact for BCF users seeking technical assistance over the phone or email
Performed remote troubleshooting through Windows Remote Assistance and Ultra VNC viewer
Maintained organizational units in Active Directory (AD) and managed user security with group policies
Documented user’s incidents and issues via ServiceNow ticketing system
Identified and suggested possible improvements in order for user to not encounter similar issues

Confidential, Lumberton, NJ

Junior Developer/Helpdesk Administrator

Responsibilities:

Assisted development team in designing in-house applications, automation, and efficiency
Prepared documentation to support developed applications
Maintained Active Directory records and permissions for users

Confidential, Mount Laurel, NJ

Junior Developer

Responsibilities:

Created, implemented and modified tables, views, stored procedures and functions in PL/SQL
Involved in debugging, bug fixing and documentation of applications

Confidential, Wayne, PA

Oracle Consultant

Responsibilities:

Implemented Oracle EBS for Sonoco Products focusing on ERP, discrete manufacturing and MES Workstation
Conducted training classes prior to go-live at several plants including Quality, Machine Operator and Supervisor
Created training documentation used over multi-year Oracle deployment ensuring highest quality of training