Desiree Billinger
Technical Support Analyst
Yonkers,NY
Summary
Highly skilled IT professional with a background in IT Help Desk, Desktop Support, end-user training and systems administration. Seeking to leverage IT experience to take the next career step with a respected organization that values hard work, team work, strategic thinking, and results.
Overview
33
33
years of professional experience
Work History
Technical Support Analyst
Skadden, Arps, Slate, Meagher & Flom LLP
White Plains, NY
06.2022 - Current
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Monitored service orders to completion and closed service tickets.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Set up new desktop systems and configured laptops for incoming employees and loaded required software and server permissions.
- Removed malware and viruses from laptops and desktop systems using specialized software.
- Configured new employee work stations consisting of hardware, software and peripheral devices.
- Assisted online users via live chat, web conference and phone to resolve issues related to software and system use and access.
- Advised customers and users on required maintenance practices for diverse software systems to support OEM warranty requirements and industry best practices.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Served as first point of contact for incoming technical service calls and emails.
- Maintained up-to-date case documentation for future reference.
- Worked with internal teams to deliver accurate information to customers and service accounts.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Used remote login tools to assist clients with technical and product questions.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Managed customer system updates, informing clients of installation progress stages.
IT Desktop Support Engineer
Benchmark Education Company, LLC.
New Rochelle, NY
07.2021 - 06.2022
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Configured new employee work stations consisting of hardware, software and peripheral devices.
- Resolved service requests by individually troubleshooting and addressing user issues.
- Prioritized and provided technical support, troubleshooting and issue resolution to maintain system performance levels.
- Applied internal policies and procedures to new desktop system onboarding processes, installing required software and peripherals per guidelines.
- Troubleshot Mac OS, desktop and notebook issues with clients and Benchmark employees.
- Answered user questions about computer and software use and assisted end users with diagnostics to resolve issues..
- Offered technical helpdesk support to customers on printers, PCs and laptops and mobile devices.
- Performed daily maintenance of computer systems to keep network processes fluid.
- Created new accounts, reset passwords and configured access to servers and file management software for users.
- Opened service tickets for clients, documenting user information and description of problem.
System Administrator
Missus Chemicals America, Inc.
Rye Brook, NY
04.2017 - 02.2021
- Creation of training material, including planning, delivery and tracking Installing, configuring, updating, and removing system and application software
- Perform daily routine operations monitoring dashboard, taking preventive measures, troubleshooting technical issues
- Setup, configuration, troubleshooting of desktop/notebook/mobile hardware and software Windows/Android Administer, operate and maintain the Company’s systems and network routine tasks.
- Install and configure the Company standard apps on to the Company provided cell phones and other company provided device usage
- Administer and maintain user’s folder access to shared network drives and permissions Monitor Symantec Backup Exec routinely to ensure all necessary data is backed up.
- Set up user accounts, permissions and passwords and defined network policies and procedures.
Customer Commercial Contracts Consultant
BillingerRegeneron Pharmaceuticals Inc
Tarrytown, NY
05.2016 - 02.2017
- Assist with maintenance of contracts management system as well as implementation and enforcement of contract policies
- Develop contract database by Commercial group maintain processes between legal department and other groups and collaborate on ways to continually improve the contracts administration process
- Work closely with Legal Department on development, approval and administration of contracts
- Manage and organize files, collecting data to be entered into the computer.
- Analyzing the data for errors and submit all necessary supporting documentation.
- Reporting problems with the data and address any areas of concern.
- Accurately entering information into various computer programs, paying attention to detail.
- Keeping sensitive customer or company information confidential in regards to contracts, payments and expenses.
IT Customer Support Security Administrator
Avon Products, Inc.
Rye, NY
09.2006 - 03.2016
- Monitor daily issues and research Incidents, analyze problem and resolve them maintaining the SLA of Avon System Administrator and support global access to 40+ countries, 90+ sites and 20,000+ customers, strictly following the security policy of Avon Administrator and maintain Network Active Directory IDs, Lotus Notes accounts, Remedy accounts, Quality Center accounts, SMO accounts, IDM accounts, Hyperion accounts, Network groups, Domain groups, Citrix groups of 15+ countries and 15,000+ customers.
- Proficient with BMC Remedy AR System – Incident Management, Problem Management, Change Management, Application Administration and Asset Management console
- Work with internal and external auditors to prepare reports and responses to ensure Sarbanes-Oxley (SOX) compliance Identify opportunities for process improvement.
- Primary support to fulfill requests submitted in Remedy ticket queue.
- Create, administer and delete accounts in Active Directory, VPN access, Lotus Notes, Hyperion and other Avon applications.
- Monitor and assist in testing all internal controls, ensure proper procedures are being carried out.
Help Desk Tier 2/Desktop Support Specialist
Avon Products, Inc
Rye, NY
05.1991 - 07.2006
- Answering, evaluating, and prioritizing issues arising from voice mail, email, and web requests for assistance from users.
- Handled large volume of phone calls, chat and emails in support of all application systems. Logging and tracking calls using a call tracking system and maintain history records and related problem documentation.
- Monitoring and escalating severe issues following escalation process, ensuring service level agreements are met and following up with other support groups to ensure end customer functionality.
- Responsible for scripting and sending out notifications of outages or any other informational message through email and voicemail distribution lists.
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
Education
Some College (No Degree) - Information Technology
State University At Delhi
Delhi, NYSkills
- Active Directory, Managing Administrator
- Microsoft Exchange Console
- Microsoft Office 365/Suite
- Microsoft Teams Admin Portal
- Cisco Webex
- Azure Cloud
- BMC Remedy Ticketing system
- Manage Engine SDP and Desktop Central
- SharePoint
- Office365 Admin portal
- Cisco Meraki Cloud Networking Support
- Global Protect VPN Client
- Sophos Symantec Console and Mobile Control
- Citrix Remote Desktop
- Help Desk technical troubleshooting
- Computer setup and configurations
- Setup hardware mobile, tablet devices
- Help desk assistance
- Technical issues analysis
- Basic Network TCP/IP
- Mac systems
Timeline
Technical Support Analyst
Skadden, Arps, Slate, Meagher & Flom LLP
06.2022 - Current
IT Desktop Support Engineer
Benchmark Education Company, LLC.
07.2021 - 06.2022
System Administrator
Missus Chemicals America, Inc.
04.2017 - 02.2021
Customer Commercial Contracts Consultant
BillingerRegeneron Pharmaceuticals Inc
05.2016 - 02.2017
IT Customer Support Security Administrator
Avon Products, Inc.
09.2006 - 03.2016
Help Desk Tier 2/Desktop Support Specialist
Avon Products, Inc
05.1991 - 07.2006
Some College (No Degree) - Information Technology
State University At Delhi
Similar Profiles
Mary BonenMary Bonen
Administrative Assistant/Receptionist at Skadden, Arps, Slate, Meagher & Flom LLPAdministrative Assistant/Receptionist at Skadden, Arps, Slate, Meagher & Flom LLP
Jamal NewmanJamal Newman
Assistant/Laborer at Skadden, Arps, Slate, Meagher & Flom LLPAssistant/Laborer at Skadden, Arps, Slate, Meagher & Flom LLP
Grace LordGrace Lord
Senior Marketing & Communications Specialist at Skadden, Arps, Slate, Meagher & Flom LLP & AffiliatesSenior Marketing & Communications Specialist at Skadden, Arps, Slate, Meagher & Flom LLP & Affiliates