Anthony W. Smith
Sr. SAS (Security Admin Services) Help Desk Representative
Yuma,AZ
Summary
Professional help desk specialist with strong technical troubleshooting skills and commitment to customer satisfaction. Known for effective communication, team collaboration, and reliability in dynamic environments. Expertise in software and hardware support, problem-solving, and providing timely solutions. Driven by results-oriented approach and adaptability to evolving challenges.
Overview
13
13
years of professional experience
2
2
Certifications
Work History
Sr. SAS Help Desk Representative
State Street Bank Corp.
05.2017 - Current
- Contractor from December 2016 to May 2017, working remotely since 2018.
- Run weekend SAS operations. Notified upper management of major incidents related to internal user/client network access issues.
- Provides support for approximately 50 platforms across several hundred mainframe, midrange, and web-based applications.
- Provided two-factor authentication installations and troubleshooting for internal and external State Street employees and clients.
- Collaborated with senior management and other departments of State Street Helpdesk to support internal users, external State Street employees, and clients.
- Handled 20 to 50 client/intern support request daily.
- Contributed to the development of a comprehensive knowledge base, assisting peers in resolving common problems efficiently.
- Achieved high levels of user satisfaction through consistent follow-up on outstanding tickets until resolution.
- Maintained exceptional first-call resolution rates through diligent troubleshooting and problem-solving skills.
- Stayed current with industry trends by attending relevant training sessions and conferences.
- Streamlined help desk processes for increased efficiency with clear communication and thorough documentation.
Contractor / Technical Support Analyst / Help Desk
Insight Global / Assurant Solutions
06.2015 - 03.2016
- Provide technical support via phone, email, and MS Lync (Office 365) with internal and/or external clients requiring assistance or information.
- Utilize multiple mainframe and active directory databases.
- Maintained thorough user incident tracking via a ticketing system.
- Remotely accessed user systems via the Bomgar program, BigFix, SCCM. resolving software and hardware issues, ensuring minimal downtime.
- Collaborated with Senior Support Specialists and cross-functional teams to develop solutions for recurring technical issues and major incidents.
Technical Support / Help Desk Specialist
H&R Block World Headquarters
11.2012 - 04.2015
- Member of the franchise office setup team, providing assistance to approximately 12,000 retail tax offices, and assisted the escalations team in advanced server setup and migration.
- Provide technical support via phone, email, and chat with internal users and external clients requiring assistance or information.
- Used the company ticketing system to maintain information.
- Consult with Senior Support Specialists as needed to respond appropriately to the client issues, as well as major incidents.
- Remotely accessed company servers and office, installed new tax systems, and migrated data to new machines.
- Provided end-user system and equipment training.
Education
Vocational Certificate - Graphic Design
Miami Dade College
Miami, FL01.2004
No Degree - A+ Certification
Career Builder/ Byte Back Inter Training Program
Washington, DC 05.2001 -
Skills
Virtual assistance
Support Documentation
Technical support
Security awareness
Customer education
Technical documentation
Remote support
Application support
Certification
Getting Started with Data Analytics on AWS Coursera
Timeline
Sr. SAS Help Desk Representative
State Street Bank Corp.
05.2017 - Current
Contractor / Technical Support Analyst / Help Desk
Insight Global / Assurant Solutions
06.2015 - 03.2016
Technical Support / Help Desk Specialist
H&R Block World Headquarters
11.2012 - 04.2015
No Degree - A+ Certification
Career Builder/ Byte Back Inter Training Program
05.2001 -
Vocational Certificate - Graphic Design
Miami Dade College