Helpdesk Agent Resume

SUMMARY:

Communication, teamwork, and daily learning are key abilities in the ever - changing landscape of Information Technology. I bring all three of these qualities to my role to streamline the development process, create better user experiences, and create a quality product.

IT KNOWLEDGE:

Natural Language Processing/Understanding
Machine learning
AIML
Corpus generation
data sanitation
Classification and utterance model generation
Agile, JIRA, Confluence
Splunk
Python
JAVA/Groovy
Office, Outlook/Exchange
Zendesk, Vulken
Citrix Director/Receiver
Windows 7/8/10, DOS, and Active Directory
PC Construction, hardware installation, and troubleshooting
Configuration and maintenance of wired/wireless LANs
Android/Apple smartphones and tablets
Dell and HP desktops/laptops

PROFESSIONAL EXPERIENCE:

Confidential

Helpdesk Agent

Responsibilities:

Understand and collect relevant utterances for intent and entity using Splunk framework and Python.
Sanitize data to comply with model restrictions and regulatory compliance.
Train and deploy NLP/NLU models weekly or as more skills added.
Monitor success of models and make adjustments as warranted.
Create and maintain workflows that allow users to complete tasks using natural language by connecting to APIs or inform users of the process to complete the task if APIs not available yet.
Build in logic for when users need to be escalated to a live agent to handle more complex issues.
Helped create the underlying workflow architecture to facilitate more powerful NLP/NLU and create a more intuitive experience for the user.
Worked with a team to create a base of over 100 workflows/skills including: password reset, phone/PC ordering, mobile email account creation/setup, and printer install.
Use JAVA/Groovy for API variable setup and for information display to the user.
Attend (and run when Scrum Master absent): Daily Scrum, Sprint Planning, Sprint Review, and Sprint Retrospective.
Help create and shape the Definition of Done.
Document work using JIRA and commit to BitBucket using SourceTree.
Document process knowledge in Confluence for the team to consume and stay up to date by reading the same.
Setup and maintain repositories and branches in BitBucket for both NLP/NLU models and workflow deployments.

Confidential

IT Support Technician

Responsibilities:

Document all issue reports from walkup, call in, and emails, as well as troubleshooting steps using Zendesk.
Setup and maintain all cell lines and equipment including ordering, rate plans, features, and Samsung devices.
Maintain a 98% satisfaction rating on handled requests.
Support user accounts using Microsoft Exchange and Active Directory.
Work with global IT team to implement changes for software/process updates and SOX implementation.
Troubleshoot issues while talking to users while simultaneously documenting and working within tools by multitasking.
Stay current on new hardware and software changes via email and independent research.
Support several company made proprietary applications.
Provide support 24/7 for emergency issues and work until complete.

Confidential

Helpdesk Agent

Responsibilities:

Document over 20 tickets per day in HEAT with 86% first call resolution.
Support over 10,000 Windows 7 devices (Lenovo laptops and HP desktops) running a variety of office, billing, and medical charting software.
Maintain over 2,500 knowledge base articles in Lotus for accuracy and content.
Revamped documentation and process with guidance from management.
Maintain program to keep up to date with current policies and procedures.
Educate and mentor new employees on policies and procedures.
Shadowing trainees to verify that policies and procedures are being followed.
Review of trainee progress and understanding with management.

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