Microsoft 365
Hi, I’m
Anthony Amis
IT Help Desk Specialist
Staten Island,NY
Summary
Resourceful IT Help Desk Agent with experience with common software applications and troubleshooting methodologies. Well-versed in business organization and strategies for successfully modernizing workplaces. Skilled at project support with a proven history of solutions-oriented problem-solving.
Overview
10
years of professional experience
4
years of post-secondary education
2
Certifications
Work History
Nagarro Inc
Help Desk Support
6 2023 - 8 2024
Job overview
- Delivered comprehensive Level 1 and Level 2 desktop support by configuring hardware for 25+ users and troubleshooting software issues; reduced average ticket resolution time by 45%, enhancing overall user satisfaction
- Orchestrated migration of IT Department to ServiceNow, configuring ticketing systems to automate ticket creation and tracking processes; streamlined workflow and reduced resolution time by 60%
- Provided exceptional customer support during peak periods, helping maintain the highest level of service quality despite increased demand
- Created and participated in interactive mock sessions with coworkers utilizing Microsoft Remote Desktop, enhancing understanding of cross-platform troubleshooting; resulted in a 75% reduction in escalated IT tickets over 6 months.
- Increased end-user satisfaction by establishing responsive help desk support services for hardware and software issues
Macaulay Honors College
Employer Relations Internship
02.2021 - 05.2022
Job overview
- Designed and scheduled weekly mass email communications targeting over thousands of students, which improved event attendance rates by 55% and increased employer visibility in Handshake system
- Collaborated in weekly review meetings to analyze employee feedback data and identifying patterns of client hostility, developing targeted strategies that improved customer satisfaction by 90% over eight months.
- Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments
- Contributed to a positive team environment by collaborating with fellow interns on group projects and presentations
Brosnan Consultant Risk
Security Officer (Supervisor)
01.2014 - 11.2020
Job overview
- Performed comprehensive hourly patrols across premises and utilized integrated communication systems to report 70+ maintenance concerns; ensured 100% follow-up rate from building management on all reported issues
- Directed traffic flow for 500+ residents and clients during high-traffic events, ensuring emergency exits remained unobstructed; minimized potential injury and improved overall safety response times by 100%
- Facilitated daily updates to command center regarding shift changes, which enhanced team awareness and response time; methodologies adopted are now utilized across multiple operational teams to ensure readiness.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority
Education
Per ScholasNew York, NY
IT Support
02.2024 - 05.2024
University Overview
- Relevant Coursework: Fundamentals of Information Technology & Network Systems, Navigating and understanding Virtualization Machines
- Demonstration of Break/Fix PC towers, Setting Up Peripherals & Security Systems, and Software Troubleshooting Methodologies
- Awarded: Recognition for Most Ambitious
- Completed professional development in Job Readiness, Technical Mock Interviews, Developing Cover Letters, Drafting Entry Level IT Resumes
John Jay College of Criminal JusticeNew York, NY
B.S - Computer Science
08.2023 - 06.2025
University Overview
- Fundamentals of C++ Language, Understanding Object Oriented Programming. Introducing Implementation of Python Language
- Rudimentary knowledge of Database Management Systems (DBMS)
- Developmental Analytic Skills of Database Utilizing SQL
- Completed intensive lab projects using DBMS platform: MySQL
- Continuing education in Computer Science & Information Security
Borough of Manhattan Community CollegeNew York, NY
A.S - Animation and Motion Graphics
08.2021 - 06.2023
University Overview
- Fundamentals of Web Development, UI Development Technologies of HTML, CSS, and JavaScript. Front-End Web Development
- Dean's List 2021
- 3.5 GPA
- Extracurricular Activities: Developing Business Model Mock Websites for Media Arts and Technology Department
Skills
Software
ServiceNow
Microsoft Outlook
Microsoft Teams
Remote Desktop
Google Meet
Slack
Handshake
Certification
CompTIA A+
Timeline
CompTIA A+
04-2024
Per Scholas
IT Support
02.2024 - 05.2024
Google Cybersecurity Certificate
10-2023
John Jay College of Criminal Justice
B.S - Computer Science
08.2023 - 06.2025
Borough of Manhattan Community College
A.S - Animation and Motion Graphics
08.2021 - 06.2023
Employer Relations Internship
Macaulay Honors College
02.2021 - 05.2022
Security Officer (Supervisor)
Brosnan Consultant Risk
01.2014 - 11.2020
Help Desk Support
Nagarro Inc
6 2023 - 8 2024
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