Eduardo Delarosa

Service Desk Analyst 2

M.A. Mortenson Construction

11.2021 - Current

Extending Contractor accounts in Oracle EBS
Administrator for Primavera P6 setting up projects & user accounts in OBS,EPS,production, & training dev environment. As well collaborating with the end users
Assigning applications to each user that need to be added to their software cent OBS er & company portal
Administrator windows auto pilot setting scripts & configuring devices for end-users
Collaborating with team lead & manager on how/what we can improve on delivering great customer service as bettering our processes
Administrator for autodesk application/accounts
Utilizing ITAM with service now application for our hardware such as Laptops,hotspots,network equipment,etc making sure everything is documented & assigned to the correct user,department, & project sites
Collaboration with other departments making sure our knowledge base articles are up to speed & if any changes had to be done I will make those adjustments
Supported a project called Borealis which our finance Oracle departments went from servers to the cloud, transition was in September & ended in December I was a support lead for a tier 1 team of contractors being their point of contact & assisting how/where to escalate tickets to next tier 2/3 teams during the project. When there was down time i went ahead & taught/showed the team how to troubleshoot tickets that weren't related to the project as well
Running scripts in Ansible
Administrator Bluebeam application
was promoted 07/19/22 from Service desk Analyst 1 to Service desk Analyst 2 & being first second point of contact to my team leader/supervisor & manager
Assisting users setting up their first time microsoft authenticator accounts so they can access emails
Assigning responsibilities In Oracle EBS
Setting up new Oracle TPM accounts for PMs,PE,etc
Managing AssetDB adding/assigning/disabling users,devices, apps etc
Creating Knowledge base articles
Using service now for ticket system as well assigning groups to users in other depts
Managing RDS session management for users
Assigning & creating new reservation ip in DHCP for new printers
Setting up new or decommissioning printers/plotters brands such as Xerox,hp,canon etc
Assisting HR team Separating clients/team members
Assisting clients/team members RDS sessions that are frozen/corrupted proceeding going to remote session management & resetting their session confirming with them as well if are able to use the application such as P6,KOFAX,BIM, etc
Answering calls as well following on incidents or request sent from service now ticket system on a timely manner & asap.
Assisting team members if they need to install apps or needing admin credentials to install them
Setting up projects for future construction jobs on software's pype autospecs,bim360,procore,notevault,etc
Resetting team members passwords from office team members to outside foreman/craftsman using o365,active directory , azure AD etc..
Updating devices if needed to when device is running unproperly using dell command update
Assigning incidents or request if needed to be handled by another ITS department as well documenting precisely so the next technician can understand the issues or steps i have taken so that they don't have to
Actively listened to customers, handled concerns quickly and escalated major issues to Tier 2 or other Its departments .
Prepared a variety of different written communications, reports and documents to ensure smooth operations.
Carried out day-day-day duties accurately and efficiently.
Proved successful working within tight deadlines and fast-paced atmosphere.
Handled 20-30 calls per day to address customer inquiries and concerns.
Installed, modified and repaired software and hardware to resolve technical issues.
Configured hardware, devices and software to set up work stations for employees.
Removed malware, ransomware and other threats from laptops and desktop systems.
Trained and supported end-users with software, hardware and network standards and use processes.
Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.

Summary

Overview

Work History

Service Desk Analyst 2

Help Desk Technician

Education

High School Diploma -

Skills

Languages

Timeline

Service Desk Analyst 2

Help Desk Technician

High School Diploma -

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