IT Support Services Specialist – Tompkins Financial 6/2014-Present-First level support of end-users with account issues, software issue, computer troubleshooting, network systems and peripheral devices-Proficiency in back end banking software technical support e.g. JHA - Teller processing - SilverLake, Synapsys, OnBoard, 4|Sight, OnBase, Wire Transfer Fedline, ImageCentre, Prologue, etc.-Worked with Active Directory to build user network profiles, reset passwords, unlock accounts, create groups, etc.-Desktop service with hardware / peripheral equipment and software installation -Maintained passwords, data integrity and file system security for the desktop environment-Create help desk documentation with step by step instructions on problem resolving techniques-Routinely exceed call-handling goals, closing an average of 35 calls daily with a 97% first-call resolution ratio and an average talk-time of 5.5 minutes -- well below 15-minute goal.-Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues. Excel in asking probing questions, researching, analyzing and rectifying problems

-Create and present effective instructional presentations to a group of professionals including finance, QA and project managers-Assumed leadership roles and facilitation of professionals-Effectively train software in the areas of job search tools

-Provided functional technical support for end-users with hardware and software issues-Facilitated staff development in the area of instructional and information technology through workshops and one-on-one instruction-Coordinated and conducted onboarding with new hires for successful organizational integration and assimilation into positions-Trained users on introductory to advanced usage of desktop operating systems and application software resulting in improved workflow-Developed training materials and procedures; trained users in the proper use of hardware or software-Designed and developed medical education for clinicians that resulted in excellent patient care-Maintained the ongoing development of training curricula, up-to-date education and materials to ensure compliance with the standards of HIPAA, OSHA, CMS and CareFirst polices-Maintained Excel database to track training and community education data; evaluations and statistical information and track performance outcomes for 95 employees

-First level support of global end-users with computer, network systems and peripheral devices-Provided network administration to include LAN troubleshooting and resolution-Maintained passwords, data integrity and file system security for the desktop environment-Installed, configured and maintained back-end and front-end systems-Recommended hardware, software solutions, upgrades and troubleshoot applications-Expertly installed, configured and monitored software and hardware -Provided functional / technical support, troubleshooting and diagnostics -Provided second level support to Technical Support Center

-Member of the academic technology group that provided skills assessment, first level instructional and technical support to Department of Social Service employees of Chemung County-Advanced technical skills for desktop support-Coordinated the computer skills program that included delivering workshops, training sessions and individualized instruction; writing and creating interactive tutorials and assessments

-Member of the academic technology group that provided first level instructional and technical support -Coordinated the computer skills program that included delivering workshops, in-class and individualized instruction, writing and creating interactive tutorials and curriculum development-Developed continuing education programs for teaching faculty and staff-Maintain passwords, data integrity and file system security for the desktop environment-Manage Help Desk with 25 employees-Delegated projects and tasks to team members