IT Field Support Analyst

Primary duties consist of alarm/incident response and escalation. Installation/configuration and tuning of alarm thresholds to insure accurate event response. This is a new desk and there is a lot of configuration going on, and thus we have been working hand in hand to adjust the thresholds. I have been participating in client agent deployment/configuration/tuning of the various systems that are going to go live soon. Once the client goes live we will be troubleshooting to some degree, as well as escalating to numerous 3rd party vendors that manage the clients IT assets. About 40% of my duties have consisted of developing the documentation that the desk will be working and training from. I anticipate that my role in the knowledge base/SharePoint site will increase as time goes by due to the fact that my previous position I was in the lead position in terms of our knowledge base.

Assist with daily managerial duties such as reporting, and employee management. Primary admin/architect for our in house knowledge base. Fielded tier 1 & 2 inbound and outbound tech/operational calls as well as working from email sent from the theatres and 3rd party vendors.2nd POC for direct contact from our client and 3rd party vendors. Work very closely with 3rd party vendors to resolve technical and operational issue.

Tier 1 tech support for over 500 movie theatres. Provided frontline support for all things related to the POS systems as well as the ticket kiosks. Provided extensive support for back offIce IT equipment and software. Provided operational and procedural guidance in regards to IT topics as well as customer related situations.