Sehlea Moise
Atlanta,GA
Summary
Motivated Tier 2 Support Technician with 3+ years of experience in providing technical support and troubleshooting to end-users. Exceptional at resolving complex technical issues in a fast-paced environment. Seeking to use strong communication, problem-solving, technical, and customer service skills to contribute to the success of an organization.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Tier 2 Support Technician
Chanel
08.2023 - Current
- Identify, troubleshoot, and diagnose issues related to POS hardware and software
- Maintain FCR for 50% of calls and emails
- Work with Microsoft Intune to manage, configure, and update company devices
- Work with Active Directory to configure AD users and computers
- Utilize AS400 system
- Diagnose and resolve access-related issues, collaborating with cross-functional teams to address access-related problems
- Diagnose and troubleshoot network connectivity problems, ensuring accurate resolutions
- Created and updated Knowledge Base Articles
- Uses FCR, Average Resolution Time, and CSAT scores to continuously improve and deliver high-quality support.
IT Service Desk Analyst
Old National Bank
06.2022 - Current
- Troubleshot LAN hardware and software issues
- Provided support to internal users through phone, email, ServiceNow, and instant messaging
- Educated users on IT processes for application access and hardware requests
- Used excellent customer service skills to solve complex technical issues
- Made good use of time ensuring to stay within SLA (Service Level Agreement)
- Enforced IT security policies
- Maintained a positive and professional working relationship with bank employees
- Troubleshot hardware problems (printers, desktops, docking stations, monitors, keyboards, headsets)
- Provided technical training to new Service Desk employees
- Made good use of company resources and previous tickets to solve uncommon or unfamiliar issues.
IT Service Desk Analyst
WSFS Bank
05.2021 - Current
- Created Knowledge based articles
- Worked with Active Directory to provision, maintain, and deprovision accounts
- Assisted users with password resets, account recovery procedures, and multi-factor authentication setup
- Worked with Azure Active Directory to configure MDM for devices using Intune Company Portal
- Provided user training on IAM tools and security best practices.
- Performed system installations of proprietary bank software
- Used knowledge of Windows 10 functions to troubleshoot software and hardware malfunctions
- Used working knowledge of MS operating systems and applications
- Monitored progress of incidents and communicated with associates about ticket status
- Maintained proper software and hardware inventory and configuration
Education
Associate of Science in Information Technology -
Southern Crescent Technical College
05.2024
Skills
- Fast Learner
- Customer Service
- Good Communication
- Coachable
- Networking
- Hardware
- Computer Proficiency
- Network Security
- Retail
- Banking
- Troubleshooting
- Microsoft 365
- AS400
Certification
CompTIA A+
CompTIA Net + (Planned for April)
TestOut: Security Pro
Timeline
Tier 2 Support Technician
Chanel
08.2023 - Current
IT Service Desk Analyst
Old National Bank
06.2022 - Current
IT Service Desk Analyst
WSFS Bank
05.2021 - Current
Associate of Science in Information Technology -
Southern Crescent Technical College
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