The Help Desk Specialist performs user, operational, and technical support via telephone, email, internet, and intranet, for internal associates and external customers in a 7-day week operation. This position serves as an escalation point for other help desk associates and special customer needsEssential Functions include:Process support requests from customers, field service associates, and primarily electronic requests from Self Service Terminals.Provide troubleshooting and assistance as needed which will include setup andconfiguration, documentation and operational guidance.Follow procedures and department processes to record initial call information, steps taken toward resolution, and final resolution into department's Call Management system.Escalate calls to senior staff members upon determination that problem exceeds level of experience.Act as technical resource for help desk associates and other organizations.Assist in developing and maintaining solutions in knowledge based systemsAssist with projects or other duties assigned by supervisor

Production Support Analyst1st and 2nd tier desktop support for all business units for mission critical (in house and third party developed) applicationsEscalating and resolving day-to-day issues to management and vendors and creating long term solutionsTesting, implementation, and user training for third party Production Support ticketing system used firm wide to support, automate, track, and analyze user requests.Release management application testing for system enhancements and changes in workflowsDrafting support documentation for Knowledge Base, users, and support staffCreated metrics for productivity and analysis of all IT related issues to guide Process Improvement initiatives

• Handle the initial client contact at the Scientific Service Desk via telephone, email, chat or portal.• Perform troubleshooting to resolve or escalate to the appropriate Tier 2 teams.• Research and resolve more complex scientific application and business process issues.• Analyze and identify trends in issue reporting and devising preventive solutions.• Log and manage incidents and requests using ServiceNow.• Collaborate with business in application testing, upgrades and deployment.

• Configure ,Monitor and Implement a PaaS software to healthcare clients• Work within a fast-paced environment and was responsible for task assigned daily though ticketing system. Use ticketing system to report issues that involved system errors and performance issues• Troubleshoot system performance issues, diagnose and correct issues with a high level of efficiency • Create and grant access to user’s within system.• Enters data and initiates updates in the system by following processes and procedures dictated by the client.• Tests system changes and updates and reviews the results during client implementations• Assists the client during deployments • Resolves Help Desk issues in production• Cross trains other employees on various modules and system functionality

Installed all hardware accessory components in local PCs, laptops and printers (RAM, 8 cards, etc.) and configure system BIOS for new configuration.Documented call tickets for all incoming calls to the help desk for support.Provided Printer supportBuild PC’s for customers