Joseph A. Daly
Brookhaven,Pa
Summary
Highly-Skilled and Experienced Computer Support Specialist Skilled and experienced Computer Support Specialist with excellent customer service skills and troubleshooting Windows, PC Hardware, general IT knowledge. Duties include documenting requests, troubleshooting and resolving SAP IT related issues. Provide technical phone and customer-facing support in a timely and professional manner. Ability to work in a fast paced, high volume call center. Skilled client support manager with broad base of experience in technical support and operations. Resolves problems quickly, delivering high levels of customer satisfaction.
Overview
35
35
years of professional experience
Work History
IT Service Desk
SAP America, Inc
Newtown Square, Pa
01.2016 - 03.2023
- Point of contact for escalation and supervision of desktop related issues
- Responsible for documenting request, troubleshooting and resolving IT related issues
- Provide technical phone and customer-facing support for internal SAP/Concur employees
- Experience diagnosing, troubleshooting and resolving client issues in timely order
- Experience troubleshooting hardware and software problem issues with SAP products
- Trained junior technicians on software applications and various hardware devices
- Resolve 25 - 30 daily calls regarding various issues for national and international use
Help Desk Specialist
Tech Guides Inc
, Pa
01.2014 - 01.2015
- Providing phone, email and remote support for clients
- Understanding of Windows XP, Windows Vista, Windows 7, Windows 8
- Monitoring of all clients covered by remote monitoring system
- Creating tickets and relaying information to staff regarding status of clients as reported by the system
- First-line phone answering to route calls to proper recipients and logging of issues
- Creation of tickets from requests by other staff members
- Reviewing of client request and creating of tickets from those request
- Documenting, tracking and monitoring all issues even if not entered into system by Help Desk personnel
- Working under the supervisor of the VP of Client Service
- Excellent customer services and communication skills
Tier I/II Service Desk Analyst
Alphanumeric Inc, Theorem Clinical Research, King of Prussia, Pa
01.2013 - 01.2014
- Troubleshooting desktop computer hardware and/or software issues
- Customer Support experience (direct & indirect support – employees at all levels)
- Deliver outstanding customer service while processing customer request via phone and email
- Experience working Active Directory, Help Star 9.0 (ticket system), VPN Clients, password resets
- Experience working in a computer environment (Windows XP and 7)
- Experience with Microsoft Office products 2007, Internet Explorer 8, Adobe Acrobat
- Mobile device experience (Blackberry, iPhone, Android)
Technical Support System Analyst
Lockheed Martin
King of Prussia, Pa
01.1988 - 01.2012
- Utilized troubleshooting skills to work all anomalies and requests with Active Directory, Citrix & BMC Remedy
- Managed a high volume user phone calls and emails
- Created and built login accounts for user community
- Initiated and completed data backups and restores
- Hardware and Software problem determination and resolution
Education
Penn State University, Sun Valley High School
1984
High School Diploma -
Sun Valley High School
Aston, Pa. 190141983
Skills
- OSX 106-1011
- Windows XP, Vista, 7, 8, 10
- Mac, iPad, iPhone, Android
- Proficient in Microsoft Word, Excel, PowerPoint
- TS/SCI clearance: completed SSBI (Single Scope Background Investigation)
- Hardware and Software Monitoring
- Resolving Problems and Incidents
- Issue and Resolution Tracking
Timeline
IT Service Desk
SAP America, Inc
01.2016 - 03.2023
Help Desk Specialist
Tech Guides Inc
01.2014 - 01.2015
Tier I/II Service Desk Analyst
Alphanumeric Inc, Theorem Clinical Research, King of Prussia, Pa
01.2013 - 01.2014
Technical Support System Analyst
Lockheed Martin
01.1988 - 01.2012
Penn State University, Sun Valley High School
High School Diploma -
Sun Valley High School
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