January 30, 2018
343 Altaview Drive
Monroeville, PA 15146
To Whom It May Concern,
I am expressing my interest in pursuing a job opportunity within your company. With my 15+ years of technical experience, I feel that I would make an excellent asset to your company. Most recently, I have been a service desk analyst & ops specialist for 1,200 Windows users…responding to their inquiries with a 90% first call resolution rate. As a “first point of contact” for Ketchum, Inc. and Consolidated Data Services, I assisted over 300 employees with immediate, technical support allowing our company to run maximize efficiency.
If you have any questions, need additional information, or to schedule an interview, you may reach me at (724) 387-8462. Thank you for your consideration.
Delivered service and support to 300+ employees by providing them with a single point of contact for reporting and resolution of agencies’ technical issue. Administered and maintained customer support policies, procedures, and standards regarding diagnosing and resolving customer reported incidents. Fielded e-mail messages from agency customers who were seeking guidance on technical problems. Successfully investigated, troubleshot, and resolved reported issues in a timely and in an efficient manner; opened, tracked, and closed about 300-400 trouble tickets per month. Managed user accounts for enterprise-wide software; worked with Local Technical Support, HR, and management to obtain information needed to establish, change, and terminate user accounts as appropriate. Collaborated with Local Technical Support to resolve software issues and provided coverage for their sites. Worked with management to draft and post appropriate agency communications for standard IT maintenance and technology emergencies.
Delivered superior Level 1 support to 1200 Windows users. Tier 1 Help Desk with support and maintenance of the Help Desk log. Monitored and quickly responded to Help Desk tickets with 90% first call resolution. Efficiently managed and documented issue resolution and ticket tracking system. Managed inventory of desktops, laptops, and printers. Performed and reviewed backups on computers; managed backup tapes including off-site storage. Created, managed and removed domain user accounts, maintained email accounts, IT user accounts, SaaS user accounts (e.g. Box.com), and e-mail distribution lists. Proficiently provided additional I.T. services as directed.
Duties and responsibilities were identical to Service Desk Analyst & Ops Specialist position listed above.
Performed daily and end of month run sheets for time and billing in addition to PeopleSoft projects. Ordered inventory and processed special requests in accordance with company’s needs. Monitored all offices’ backups and documents required for S-Box testing. Updated all manuals and documentation for proper use of computer and software improvements and upgrades. Managed operators and facility.
Processed jobs requests as they arise. Checked log files for completion, mounted tapes, and ran system back ups.