Anthony Rosa Email & Phone Number

Tempe, Arizona, United States

Tempe, Arizona, United States

Boston, Massachusetts, United States

Danvers, Massachusetts, United States

Danvers, Massachusetts, United States

Wakefield, Ma & Charlestown, Ma

• Provided 1st level support for all IT technical issues across BMC.• Utilised research skills in addition to personal networking to acquire information to ascertain correct routing of incidents to the appropriate support groups. • Utilised ServiceNow to log, track and record resolution of technical issues for users at all levels of the organisation, including VIPs and non-organisation users. • Supported various applications, but not limited to, daily by utilizing a mixture of documented resolution scripts and open source, readily available knowledge: Citrix Receiver; ActiveID and AirWatch MDM; Microsoft Office/Office 365/OneDrive/Sharepoint; other specific medical field applications in use at BMC.• Provided 1st level troubleshooting and technical support for BMC owned/leased workstations before dispatching to the appropriate 2nd and 3rd level support groups for resolution.• Facilitated new user account creation and account modification requests submitted through BMC’s Service Catalog via Active Directory and specific application administration panels.

Waltham, Ma

• Provided technical and application support to employees across the organisation with focus on First Call Resolution within a Help Desk environment with an emphasis on customer service.• Utilised research skills and personal networking to acquire information to ascertain correct routing of incidents to the appropriate support groups.• Utilised Remedy to log, track and record resolution of technical issues for users at all levels of the organisation, including VIP and corporate users.• Supported various applications, but not limited to, daily by utilizing a mixture of documented resolution scripts and open source, readily available knowledge:o SAP Travel and Expenseo SAPo Microsoft Office 365/Sharepoint/OneDriveo PeopleSoft/Learning Management Systemo Various CMS portals including FMC’s FMC4ME Intranet homepage.

Dover, New Hampshire

• Provided technical and application support to internal users in the organisation across a variety of geographic locations in a fast paced, help desk/call center environment with an emphasis on customer service.• Utilised Remedy to track and resolve technical issues for users at all levels of the organisation, including senior management.• Supported the following technologies on a daily basis:o Internet Explorer, Google Chrome and Mozilla FireFoxo Microsoft Lync/Skype for Businesso Citrix Receiver, XenApp/Desktop, Citrix Directoro Junos Pulse Secureo Mobile device management via Mobile Irono Microsoft 7/8/10, Mac OS X, Linuxo Active Directory and other software for password resetso Bomgaro VOIP (Polycom phones, device setup, Avaya IC Manager)o Basic network troubleshooting• Created temporary fix for newly upgraded and deployed software until engineers were able to patch deployed software due to agent impacting performance degradation.

Tewksbury, Ma & Londonderry, Nh

• Consulted with customers regarding technology purchases by identifying each customer’s unique situation to create custom solutions to address their needs with currently available technology available in a retail environment.• Identified hardware and software based problems in customer owned equipment through software and hardware diagnostic tools, and providing recommendations for repair with available services.• Assisted Copy & Print associates with customer print jobs as necessary due to workflow and business needs.

Cheektowaga/Buffalo, Ny

• Identified hardware and software based problems in customer owned equipment through software and hardware diagnostic tools, providing recommendations for repair with available services.• Consulted with customers regarding technology purchases by identifying each customer’s unique situation to create custom solutions to address their needs with currently available technology available in a retail environment.• Assisted Copy & Print associates with customer print jobs as necessary due to workflow and business needs.• Assisted with inventory operations.

Mount Vernon, Wa

• Identified hardware and software based problems in customer owned equipment through software and hardware diagnostic tools, providing recommendations for repair with available services.• Consulted with customers regarding technology purchases by identifying each customer’s unique situation to create custom solutions to address their needs with currently available technology available in a retail environment.• Assisted Copy & Print associates with customer print jobs as necessary due to workflow and business needs.• Assisted with inventory operations.

Mount Vernon, Wa

• Utilised information provided by the Census Bureau to contact citizens with in designated zones who had cont completed requested census information.• Assisted citizens with completing and filing requested information to the Bureau.

San Antonio, Tx

• Provided front line technical and customer support to AT&T U-Verse customers in a high stress, high volume call center environment.• Supported IPTV, internet and VOIP products with technical support through remote support using both scripted and open source documentation.• Escalated customer issues to higher level support and dispatched technicians for trouble management and hardware installation.

San Antonio, Tx

• Provided specialized customer service to retail, small business and timed deposit customers regarding various financial products.• Provided supervisory level customer support for unique customer situations. Utilised contacts within the company in order to resolve customer issues regarding fees and other high stress situations unable to be resolved by front-line employees. Assisted other back office teams with specialized projects and inbound call inquiries regarding ACH disputes as well as deposit/withdrawal research requests.

San Antonio, Tx

• Provided specialized customer service to retail, small business and timed deposit customers regarding various financial products while providing product offers designed to strengthen a customer’s relationship with the bank.• Acted as first level technical support for wamu.com while utilizing various web-based and server-based programs to assist customers with the online banking platform.

San Antonio, Tx

• Opened new accounts through various back-office software programs and procedures.• Led a project to organize and resolve backed up research requests to ensure that customer requests were either resolved or followed up with. Developed documentation for this project that was later turned into reference material for training and front line call center use regarding research requests to reduce further backlogs.

Bothell, Wa

• Provided specialized customer service to retail, small business and timed deposit customers regarding various financial products while providing product offers designed to strengthen a customer’s relationship with the bank.

Bachelor Of Science (B.S.), Information Technology - Networking

Diploma, 12

Activities and Societies: NJROTC