Service Desk Call Center
Resume:
Stanley Young
Detroit, MI *****
*****************@*******.***
Objective To secure a position within the Information Technology community with an opportunity to utilize my technical training and broaden work experience.
Special Skills Able to configure, implement, and troubleshoot basic to complex networks in an Lan/Wan environment. Very proficient with Cisco routers and switches
Operating Systems Applications Hardware
Windows 98,2000 MS Office 365, MS SharePoint PC Upgrade Repair
MS XP Vista, Win7, BES(blackberry ) Citrix, C++ Diagnostic
Win10, Cisco IOS HTML, Active Directory, Cisco Routers
Mercury BAC, Symantec,
Adobe Acrobat. CA Service Desk
Cerner, Meditech, Allscripts
ServiceNow
Education
1/08– Wayne State University (Computer Science Major) 4th year credits
11/04-11/05 Focus: HOPE, Information Technologies Center, Detroit, MI
Network Administration Program
Awarded Class Valedictorian
Earned over 90 percent in academic performance and had perfect attendance
Hands-on training in building, configuring and troubleshooting PCs
MOS (Microsoft Office Specialist): Word 2002 Certification
A+ training
CCNA training (Cisco routers, switches and hubs)
9/97-99 Wayne County Community College District, Detroit, MI
Liberal Arts (51credits)
Experience
3/24 - 1/ 25 Insight Global Staffing
Robotics Field Services Technician
Monitor Autonomous robots
Troubleshoot Autonomous in live factory environment
Programed Autonomous robots
Trained new hires.
11/21-3/24 HCL of America
Service Desk Analyst
Troubleshoot various issue in a multi-platform fast-paced call center environment
Trend Recognition
Support of Clinical applications Cerner, Meditech, Allscripts, EPIC
Premium Service Desk for VIPs and providers
Active Directory administrator
MS Office 365 support
G-Suite support
3/17-11/21 Ascension Technologies.
Field Services - Queue Management.
Real time 24x7x365 monitoring of IT incident and request tickets to ensure accurate ticket assignment, and timely response and resolution to customer issues
Trend Recognition
Real time monitoring of AIS Field Services resolvers for schedule adherence, availability and compliance
Works with Level2 support resolvers to manage and update individual high/critical ticket
Creates Reports and performs analysis which assists leadership and team with workforce management, ticket filtering, and ticket load balancing.
• Maintain accurate records of all IT assets, including hardware and software inventory.
• Monitor stock levels and coordinate with procurement for timely replenishment.
Conduct regular audits to ensure compliance with inventory policies. Help Desk
8/10-3/17 Ascension Information Services
Service Desk Analyst
Troubleshoot various issue in a multi-platform fast-paced call center environment
Trend Recognition
Support of Clinical applications Cerner, Meditech, Allscripts
Shadow/Reverse Shadow new hires
3/08-6/09 Fastswitch LLC
Business Analyst (Ford Motor Company)
Monitoring of application availability
Metric Analysis/ Trend Recognition
Data Manipulation
Direct interaction with customer and 2nd and 3rd level IT
MS SharePoint administration and architecture
12/05-8/10 Techteam Global Southfield, Mi
Senior Support Technician
Troubleshoot various issue in a multi-platform fast-paced call center environment
2nd Level point of escalation for agents
Interaction with customers 2nd support,3rd support and management level
Trained new hires on various call center processes, various apps, and hardware.
Tracking, paging, and management of Critical/Global incidents for multiple IT environments.
Initiate Conference calls with 2nd and 3rd level IT Support
Blackberry Administrator (BES)
5/05-9/05 EDS/General Motors Warren, MI
Intern
Shadowing Level 1,2,3 Network Engineers/Administrators
Monitored live data on the network and how network theory applies to real world
Learned service call, trouble ticket, and escalation process
8/03-4/04 Forge Industrial Staffing Livonia, MI
Industrial Temp
Various fast-paced assignments with included:
Packaging, Shipping, Bottling and Assembly
1/00-4/03 Kentucky Fried Chicken Detroit, MI
Shift Supervisor
Cash, Labor, and Product Management.
Trained New Employees
Scheduling Employees
Interviewed potential employees
5/98-1/00 Kentucky Fried Chicken Detroit, MI
Shift Supervisor/Cashier/Cook
Prepared Food
Cleaned and Maintained store
Stocked and Ordered Supplies
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