Client Technical Analyst
CurrentPrimary responsibility includes tier 1 and 2 hardware/software support of a large and diverse organization. Troubleshoot issues with both hardware and software, and provide first point of contact resolution in most cases while provide a high degree of customer service. Provide basic account administration in Microsoft Windows and IBM AS400 environments. Also, provide tier 1 LAN\WAN support including support of international travelers connecting via VPN to the corporate network. Ensure quality service and continuous improvement to reduce call volume and increase customer satisfaction.Subject matter expert of corporate data center. Work with management to improve processes and procedures in the data center for day to day operation. Member of a collaborative team working to improve server backup procedures.Participated in several organization wide hardware and software upgrades. Lead a group of contract staff during a hardware and operating system upgrade project. Responsible for ensuring the team met project delivery goals including hardware and software inventory accuracy. Provided primary support and administration for the corporate CRM (Goldmine) application to a diverse group of personnel at all levels of the organization. Collaborated with several groups to improve their processes and use of the software. Provide primary support and administration of the IT work order system, Remedy Help Desk. Assisted IT management by analyzing data and creating management reports, thus giving them the tools to improve IT support of the organization. Currently, an implementation team member for new IT work order system and software asset management system replacing Remedy.
