Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Robert Poulson

Parma

Summary

Focused Help Desk Analyst with 15 years of experience providing phone, email and chat-based technical support to customers. Accomplished in gathering information from customers and conducting research to resolve complex technical issues. Detail-oriented with support ticket tracking and providing a comprehensive overview of issues and resolution attempts.

Overview

15
15
years of professional experience
1
1
Certification

Work History

IT Help Desk Analyst II

Flagstar Bank
12.2022 - Current
  • Provided a variety of solutions for a wide area of technical support such as: password resets for Windows logon and many other bank utilized applications, Microsoft Office Support, Microsoft Edge, Google Chrome, printer support, Cisco VPN support, Windows 10 Operating System, RSA token configuration, Duo Mobile setup
  • Primary Service request processor that created requests in the Remedy ticketing system for both NYCB and Flagstar employees during the merger
  • Used ticketing systems to manage and process support actions and requests.
  • Provided support to upper management during the combination of NYCB and Flagstar’s Helpdesk policies and procedures
  • Maintained detailed documentation of all help desk interactions for future reference and analysis.
  • Was the point person to Communicate policies and procedure changes to both NYCB and Flagstar Helpdesks.
  • Collaborated with IT team members to identify trends in reported issues, leading to proactive solutions for recurring problems.
  • Primary Helpdesk Analyst that worked on the ServiceNow incident, service request, and task queues
  • Logged support tickets and closed when issues were resolved.
  • Primary Helpdesk Analyst that worked with ITSM and upper IT Management to migrate established request templates and their workflows from Remedy over to ServiceNow
  • Established, created, and maintained a knowledge base in ServiceNow
  • Trained Cognizant agents during the offshoring process
  • Diagnosed and troubleshot hardware, software and network issues.

Help Desk Analyst II

New York Community Bank
05.2013 - 12.2022
  • Service request processor responsible for creating requests for users such as: application access, software installs, system configuration, remote access, hardware install/upgrade, server builds, URL unblock requests, etc…
  • Performed monthly statistical Reporting for all Help Desk tickets created in Service Desk Manager and reported the results to upper management
  • Created knowledge base documentation that provided the solutions to many of the calls the Help Desk receives
  • Created Knowledge base documentation for policies and procedures
  • Migrated published knowledge articles from Service Desk Manager to Remedy
  • Provided customer support and technical support to 50- 75customers daily.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Provided basic end-user troubleshooting and desktop support.
  • Provided exceptional remote support via phone, email, or chat, ensuring timely resolutions for geographically diverse users.
  • Compiled and accurately entered data for each customer encounter to record in system.
  • Enhanced customer satisfaction by resolving technical issues promptly and accurately.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.

Help Desk Analyst I

New York Community Bank
04.2010 - 05.2013
  • Demonstrated the ability to troubleshoot technical difficulties by communicating with coworkers at multidimensional positions within the bank
  • Showed an acute ability to multitask by simultaneously addressing multiple concerns within the organization by utilizing phone and email alike
  • Provided a variety of solutions for a wide area of technical support such as: password resets for Windows, Microsoft Office Support, Internet Explorer support, printer support, Cisco VPN support, Windows XP support, and Windows 7 support
  • Performed research on computer and application related issues and created documentation that showed the steps to fix those issues
  • Performed HR reporting by creating service requests for new hires, transfers, functional title changes, out on leave, return from leave, terminations, and name changes
  • Provided customer support and technical support to 50 - 70 customers daily.
  • Resolved technical issues by troubleshooting.
  • Managed high levels of call flow and responded to technical support needs.
  • Increased first-call resolution rates with thorough troubleshooting and problem-solving skills.

Education

Bachelors of Applied Science - Information Systems Security

ITT Technical Institute
Strongsville, OH
12.2012

Associates of Applied Science - Computer Network Systems

ITT Technical Institute
Strongsville, OH
09.2008

Skills

  • Security awareness
  • Logging support tickets
  • Network troubleshooting
  • Remote support
  • Desktop support
  • Incident management
  • Knowledge management
  • Service Request management
  • Multitasking
  • Adaptability and flexibility
  • Self motivation
  • Team building
  • Verbal and written communication

Certification

  • Microsoft Certified Professional
  • Microsoft Certified Desktop Support Technician
  • HDI Certified Knowledge-Centered Support Fundamentals
  • Comptia Security + SYO 401

Timeline

IT Help Desk Analyst II

Flagstar Bank
12.2022 - Current

Help Desk Analyst II

New York Community Bank
05.2013 - 12.2022

Help Desk Analyst I

New York Community Bank
04.2010 - 05.2013

Associates of Applied Science - Computer Network Systems

ITT Technical Institute

Bachelors of Applied Science - Information Systems Security

ITT Technical Institute

Similar Profiles

CREATE PROFILE
Robert Poulson