Service Desk Technician Level 2

• Feb 2022 - Present

Microsoft Windows 7 & 10 client devices Backup Technologies e.g. DPM, Veeam Security technologies: Email and web filtering Firewall technologies. Cloud Platforms: Office 365 (including Exchange Hybrid) and Microsoft Azure. Citrix XenApp Skype for Business Microsoft Office suite of applications Microsoft Windows 7 & 10 client devices Backup Technologies e.g. DPM, Veeam Security technologies: Email and web filtering Firewall technologies. Cloud Platforms: Office 365 (including Exchange Hybrid) and Microsoft Azure. Citrix XenApp Skype for Business Microsoft Office suite of applications

Help Desk Analyst

• Nov 2020 - May 2022

Service Desk Analyst

• May 2019 - Nov 2020

Technical Support Specialist

• Sep 2015 - Aug 2018

Provided software navigational assistance and support to credit card cardholders for various banking products. Respond to inquiries via phone post sales transactions. Took incoming calls in a high volume environment, some troubleshooting. Guided customers through the internet and applications. Researched and assisted customers in the balancing of their accounts. Activities Coordinator for Associated Customer Experience Team Managed promotional points on the Citibank credit cards Ensured promotional point info was uploaded to market department banking system Maintained and exceeded company's established quality, compliance, and customer service Documented customer's account accessed with information provided including calls results Show less

SAP Support Analyst

• Nov 2013 - Aug 2015

Highly experienced in using SAP with knowledge of many of the requirements necessary in Telecom Industry. Experienced in resolving system blocked issues such as errors and loading SAP files Monitored daily SAP transactions adding a control measure to adequately identify issues SAP ERP-management of development environments of E-Learning Platforms Compile list of frequent user errors and steps to resolve them. Contributed in creating SAP Support manuals Ability to handle stressful situations and unexpected errors in a calm and efficient manner Managed SAP Incident Queue [ITSM]. Assigned support tickets to other support team members based on expertise and knowledge level. Team player with excellent organizational, communication and coordination skills Show less