Sr. Support Analyst (Contract) Resume New York, NY - Hire IT People

TECHNICAL SKILLS

Technical: SaaS Active Directory ITIL Office365 GSuite Technical Documentation iOS Android LogMeIn AirWatch Remedy SOM Zendesk Salesforce Tableau Mac OS Sharepoint Excel

Professional: Instructional Design ADDIE Training Team Leadership

Languages: American Sign Language (conversational) | Spanish (beginner)

PROFESSIONAL EXPERIENCE

Sr. Support Analyst (Contract)

Confidential, New York, NY

Responsibilities:

Led team of 4 analysts, ensuring all tickets/issues are handled in a timely fashion through SOM ITIL Ticketing System
Provided Tier 2 desktop support for proprietary software, Office365, Skype for Business, Exchange on both desktop and mobile
Supported entirety of Mount Sinai Hospitals and 10+ affiliated hospital users in the DSRIP Program wif troubleshooting hardware, account and software issues
Created detailed manager - level reports for CIO office of team tickets utilizing SOM ITIL and Excel
Managed application portfolio and all support for Tableau, Salesforce, Cureatr, and NowPow
Knowledge base management updating and retiring older articles, and editing and publishing new articles
Created and manage accounts for hospital partner on-boarding, and individual accounts utilizing Jenkins and active directory synchronization.
Provided white-glove treatment for C-level, Director level and Doctors for hospitals associated wif and in the Mount Sinai Hospital network

IT Training Specialist

Confidential, Norwalk, CT

Responsibilities:

Created and deployed training materials using instructional design for e-learnings, utilizing ADDIE and PIE methodologies for new software rollouts in both individual and group training sessions
Train CSRs on technology usage, including, but not limited to, social media pages, cloud based documents, and mobile technology
Created CSR and customer noledge base
Maintained and upgraded computer hardware and software as needed as well as identify opportunities for improvement
Provide adhoc individual and group instruction and training to assist fellow CSRs wif more difficult technical matters involving Mobile Technology (iOS and Android), and social media
Provided tier 1 phone and email support to assist, educate, and troubleshoot hardware and proprietary software for 300+ pharmaceutical industry-based employees domestically
Installation, configuration and maintenance of OSs, applications, drivers, utilities and remote management tools
Utilized Clarify Ticketing System to ensure detailed documentation and follow escalation and adhere by completion deadline parameters

IT Support Specialist (Contract)

Confidential,Chesapeake, VA

Responsibilities:

Utilized remote services to assist, educate and troubleshoot 1000+ users wif application, account and network issues.
Supported users in utilization of the organization’s proprietary software applications, Windows software, including MS Office, Outlook, and Lync/Skype for Business to meet goals and deadlines
Ensured thorough documentation and data integrity wifin Remedy ticketing system, while adhering to strict SLAs
Administered and maintained corporate employee accounts (New Hires, Status Changes, and Terminations) in Active Directory & Exchange

IT Service Desk Analyst (Contract)

Confidential, PA

Responsibilities:

Provided tier 1 and tier 2 phone and email support to educate, and troubleshoot hardware, software, and network issues to around 5500 users nationwide
Led project responsible for ordering, imaging and deploying of all field technician equipment
Ensured accurate documentation of issues adhering to both escalating guidelines and completion deadlines.
Providing support for Citrix platform XenApp 5 and XenApp 6, MS Office 2003-2010, Lync, Exchange
Deploying and supporting iPhones, Droids and Blackberries wif email, apps, security and general usage for all corporate personnel
Supporting CIC for the Interaction Intelligence phone system that the company during company-wide rollout
Writing Knowledge Base articles for users and other agents on a monthly basis

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Sr. Support Analyst (contract) Resume

New York, NY

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