Jamal Robinson
Brooklyn,NY
Summary
Looking to acquire a position where my exceptional customer service and problem solving skills can be utilized in a team environment.
Experienced in a hardware technician role and administration help desk position. In both these tasks my multi-tasking and time management skills were essential to carry out time sensitive issues. My constant interaction with users daily has equipped me with excellent customer service practices that would be a good fit for and an asset to any team. I am also adept in training new team members on internal systems while getting them up to speed with quick turn-around times.
Overview
16
16
years of professional experience
Work History
IT Service Desk Analyst I
Flagstar Bank, FSB
2023.07 - Current
- Supported remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams.
- Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
- Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to end users.
Technical Software Analyst I
Signature Bank
2023.01 - 2023.05
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Validated results and performed quality assurance to assess accuracy of data.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Queried databases for information needed for report processing.
IT Service Desk Analyst
Signature Bank
2021.08 - 2023.01
- Supported remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams.
- Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
- Maintained detailed documentation for all IT service desk processes and procedures, facilitating knowledge transfer and promoting consistency across support teams.
- Delivered comprehensive training sessions for new IT service desk analysts, ensuring rapid onboarding and adherence to company standards.
Level 2 Combo Technician
Uni-Data & Communications Inc.
2008.04 - 2018.06
- Responsible for hardware installs and Hardware ad-hoc moves projects.
Break/fix Event manager & IMD/Coordinator
JP Morgan Chase
2008.04 - 2018.06
- Responsible for scheduling and dispatching technicians to carry out hardware support for clients on and off site
- Managing EURC (End User Request Centre) system, Vulcan and Peregrine systems to ensure client hardware requests are being remedied in a timely manner
- Keeping an open dialogue between clients and technicians, while updating above systems daily, up to 20 to 30 cases a day
- Walking users through basic trouble shooting issues over the phone and through e-mail to help resolve open tickets
- Capturing information from client hardware requests to be used for billing purposes
- Responsible for processing consumables deliveries (toners, fuser kits and maintenance kits) on multifunction printers into storage onsite
- Scheduling install/removals of multifunctional devices on white space and campus sites
- Opening and managing tickets pertaining to above requests in EURC (End User Request Centre) system
- Closing requests in above system after work has been completed and client satisfaction has been met
- Training new hires in above roles.
Education
Washington Archibald H.S.
06.2002
Skills
- System monitoring
- Incident Management
- Application support
- Remote Support
- Ticketing system proficiency
Timeline
IT Service Desk Analyst I
Flagstar Bank, FSB
2023.07 - Current
Technical Software Analyst I
Signature Bank
2023.01 - 2023.05
IT Service Desk Analyst
Signature Bank
2021.08 - 2023.01
Level 2 Combo Technician
Uni-Data & Communications Inc.
2008.04 - 2018.06
Break/fix Event manager & IMD/Coordinator
JP Morgan Chase
2008.04 - 2018.06
Washington Archibald H.S.
Similar Profiles
Carol Schalm-ShelburneCarol Schalm-Shelburne
SR. Processor at Flagstar Bank, FSBSR. Processor at Flagstar Bank, FSB
Dianna DavenportDianna Davenport
Director of Default Compliance Integration at Flagstar Bank, FSBDirector of Default Compliance Integration at Flagstar Bank, FSB
Lily CorralLily Corral
Licensed Loan Officer Assistant at Opes Advisors/Flagstar Bank, FSBLicensed Loan Officer Assistant at Opes Advisors/Flagstar Bank, FSB