Experience

Delta Computer Consulting

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• ITSM CMDB Project Analyst

  • Apr 2023 - Present

  Experience in IT Service Management (ITSM) CMDB Administration, collaborating with stakeholders to verify configuration item data, streamlining redundant CIs, and implementing updated naming conventions. Focused on enhancing the reliability and comprehensiveness of the CMDB for improved operational efficiency.

• IT Business Analyst

  • Feb 2015 - Mar 2023

  Enhance customer experience by disseminating received feedback to appropriate technical support parties for remediation. Discover trends of issues via customer feedback and other reporting tools, identify gaps with support, and recommend course of action to improve customer experience. Look for opportunities to “shift left” of support levels, i.e. find areas where 1st level support could effectively replace 2nd level support and areas where online documentation can be bolstered to empower the customer for self-help.• Analyze information from customers’ feedback and partner with support teams to effectively discover root causes and create appropriate countermeasures. • Collect and disseminate customer feedback to over 500 support groups daily to group, department, and divisional levels.• Maintain contact name lists for all support groups’ feedback dissemination tasks.• Support Frequently Asked Questions online documentation for dealership network web-based software. Identify solutions trending in support. Update dealer facing Hot Tips list of FAQs that correspond with those identified trends.• Work with support management to identify and recognize support analyst achievements with customer feedback and other internal metric team goals of support desks.• Maintain both support desks’ internal PowerPoint slideshows showing team goals and achievements.• Assist with internal knowledge management. Validate updated solutions. Identify and inactivate invalid solutions from dealership support team’s support database.• Perform statistical analysis by taking data and translating into information and making recommendations for action/resolution. • Find out of the box solutions and enable synergistic communication with support teams and other concerned parties to develop solutions. Show less

• Software Support Analyst

  • Oct 2014 - Feb 2015

  Provide support to Honda’s dealerships with their in-house web platform, the Interactive Network. Primary support done via inbound phone calls and emails averaging 25 tickets/resolutions per day. Responsibilities entailed:• Respond to Calls and Emails.• Identify Root Cause of Complaints.• Determine escalation point for hardware/software issue.• Provide First Level Resolution, when possible. • Escalate Issue to Upper Level support, if needed. • Ensure timely, daily follow-up on all open cases. • Bring forward improvement opportunities for business process flow as identified.• Liaison with users and developers to communicate issues with software. Show less



Maintech, Incorporated

• United States
• IT Services and IT Consulting
• 300 - 400 Employee

• Help Desk Level II Technical Support

  • Nov 2013 - Apr 2014

  • Provide remote support to a Global organization of 5000+ persons with primary support done via inbound phone calls and emails averaging 25/day. • All incidents are processed in Altiris Helpdesk System. Troubleshoot and solve issues including those with internally developed, web-based software platforms (VoltTrack). • All web based software developed to work exclusively on Internet Explorer so support centered around support on IE including customizing settings for Internet and Trusted Sites Zones. • Other duties include creating and modifying users, groups, and computers in Active Directory; creating, maintaining, and populating security and distribution lists in Exchange Management Console; mapping drives and setting network print drivers; routing and prioritizing inbound tickets as received either by phone or ticketing system and either following to completion or escalating requests to deskside, server, or third party application support teams. • Use Remote Desktop, Remote Assistance, and NetMeeting to work on computers remotely. Contribute information to the SharePoint solutions/knowledge database. Enforce compliance of Sarbanes – Oxley (SOX) standards to customer requests. Show less