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
07.2023 - 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
01.2023 - 05.2023
- 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
08.2021 - 01.2023
- 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.
04.2008 - 06.2018
- Responsible for hardware installs and Hardware ad-hoc moves projects.
Break/fix Event manager & IMD/Coordinator
JP Morgan Chase
04.2008 - 06.2018
- 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
07.2023 - Current
Technical Software Analyst I
Signature Bank
01.2023 - 05.2023
IT Service Desk Analyst
Signature Bank
08.2021 - 01.2023
Level 2 Combo Technician
Uni-Data & Communications Inc.
04.2008 - 06.2018
Break/fix Event manager & IMD/Coordinator
JP Morgan Chase
04.2008 - 06.2018
Washington Archibald H.S.
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