Sylvester Sawyer
Chicago,IL
Summary
Highly Senior Help Desk Specialist skilled with 11 years of experience, quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Outreach Education Coordinator
East-West University
09.2019 - 06.2022
- Developed and maintained partnerships with local schools and community organizations, fostering collaborative relationships and expanding outreach initiatives
- Monitored program performance and outcomes for successful delivery of services
- Partnered with local organizations to expand access to social and community services
- Assisted students within my departments by networking with recruiters from different technology companies within the Chicago land area, acquiring top internships
- Assisted numerous students in obtaining face-to-face interviews with the department's directors of electronic engineering and computer science
- Assisted students within my departments by networking with recruiters from different technology companies within the Chicago land area, acquiring top internships
- Assisted outgoing bachelor graduates' students within my departments with GRE Preparation as well providing help with graduated school applications
- Cultivated relationships with community organizations in support of educational programs
- Developed and implemented family geared public education programs and related materials
Customer Service Representative
IPSOFT Inc, State Farm
09.2015 - 02.2017
- Administered and implemented servers, desktops and applications using VMware, Microsoft, and Citrix solutions
- Administered available virtualization clusters for (VMWare, Citrix, and Hyper-V)
- Administered and managed active directory and exchange environments
- Worked directly with vendors like Microsoft, Citrix, VMware, Cisco to resolved outstanding issues related to different clients=
- Patch Microsoft environments using WSUS and SCCM
- Experience with PowerShell, Onboarding to Office 365 and Skype for Business
- Utilized Microsoft Azure for the migration, construction, automation, and operation of enterprise tasks in the cloud
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
System Entitlement Analyst
CME Group
05.2014 - 08.2015
- Worked closely with the onboarding, modification, and deactivation processes for Globex, Clearing House, and OTC Clearing apps
- Protected customer security by ensuring sensitive information is captured appropriately and only distributed to authorized parties
- Responsible for clearing firm mapping changes and modifications to Trader IDs
- Problem tracking and resolution for customers of the CME Group within ITSM
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solution
- Collaborated with upper management to drive strategy and implement new processes, which increased customer experience by 100%
- Communicated and explained business requirements to team members to understand and implement functional demands
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions
- Enhanced project management skills by defining and presenting system solutions and timelines for business needs or technical problems
Education
Bachelor of Science - Electronics Engineering
East-West University
Chicago, ILBachelor of Arts - Mathematics
East-West University
Chicago, ILSkills
- Administrative Support
- IT Support
- Remote Desktop
- Community Outreach
- Generate Reports
- Planning and Coordination
- Application Installation
- Account Management
- Tracking and Documentation
- Setup and Installation
- Hardware and Engineering Knowledge
- Troubleshooting Documentation
- Resolve Technical Problems
- Test Plans and Cases
- Programming Skills
Accomplishments
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Enhanced the functionality of printers, monitors, scanners and other hardware within organization through timely repair and maintenance.
- Implemented innovative technical co-ordination for in-house helpdesk facilitating staff to provide better customer support.
Certification
- Information Technology Infrastructure Library (ITIL) v3 Foundations (ITIL)
Timeline
Outreach Education Coordinator
East-West University
09.2019 - 06.2022
Customer Service Representative
IPSOFT Inc, State Farm
09.2015 - 02.2017
System Entitlement Analyst
CME Group
05.2014 - 08.2015
Bachelor of Science - Electronics Engineering
East-West University
Bachelor of Arts - Mathematics
East-West University
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