Summary
Overview
Work History
Education
Skills
Timeline
Generic

Sylvester Sergeant Bayonne NJ

IT Professional
Bayonne,NJ

Summary

Skilled Help Desk Technician with 5 years of experience quickly and effectively resolving technical issues for customers. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket, capable of maintaining positive communication even under pressure.Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.

Overview

6
6
years of professional experience

Work History

Certificial, Application support specialist

12.2021 - Current
  • Fully understand the Certificial platform
  • Be able to troubleshoot and explain various issues that arise with the software
  • Effectively communicate the solutions to clients and how to avoid making mistakes.Provide technical support for enterprise-level application systems
  • Prioritize multiple, open issues
  • Document issue triage as troubleshooting progresses
  • Maintain tickets via Zoho
  • Document actionable bugs for engineering resolution.

Helpdesk ll

Answer Financial/Prosum
01.2021 - 01.2022
  • Possess in-depth knowledge and understanding of Ticket/Task management in ServiceNow/Clearvision and
  • Application support
  • Identified, isolated, and evaluated problems by utilizing past database records that assisted in resolving issues timely and efficiently
  • Dialed route calls to product line specialists, application, and system support specialists for updated information
  • Delivered server support through VMware horizon/
  • Vcenter and password support elevated access via Cyber-Ark
  • Contributed actively to Avaya session management and Avaya AES management console
  • Rendered technical phone assistance to 60-80 clients on a daily basis.

Helpdesk/Dmac Technician/ Project Manager

Bank of America
04.2019 - 05.2020
  • Performed several tasks, such as installing applications, driving map network, overseeing inventory, migrating Outlook PST files, and designing image/reimaging laptop desktops
  • Resolved technical problems efficiently and responded to queries timely by telephone or self-service ticket in support of internal and outside customer computer hardware, software, network, system/application access, and telecommunications systems
  • Operated on special projects on weekends to optimize work
  • Facilitated clients with peripheral problems, service calls, and troubleshoot issues remotely by using RDP
  • Maintained and updated records and tracking databases to target and develop strong referral pipelines
  • Prearranged and administered ticketing system via Remedy and piloted technology moves/ projects
  • Enabled management to remain alert to recurring problems and patterns of problems to avoid losses.

Field Service Engineer

Compucom/Murtech
09.2018 - 04.2019
  • Interconnected with customers and responded to technical questions or requests for valuable information
  • Escalated problems and issues to a higher level of support, including services exceeding response time, repair time, lack of parts, or any other issues affecting customer satisfaction
  • Executed general maintenance tasks and troubleshoot and refurbished computer systems and peripheral equipment
  • Carried out basic computer hardware/equipment installations with supreme perfection
  • Performed Check-in/Check-out in
  • ServiceNow per site visit
  • Ensured compliance to warranty requirements of vendors and processed timely and accurate information
  • Maintained the highest level of customer satisfaction by resolving all tangible problems and concerns proficiently.

Desktop Engineer

Quality and Assurance Technology
02.2018 - 08.2018
  • Verified and tested alternative pathways to resolve issues and customized desktop applications to meet user requirements
  • Recorded technical issues and solutions in logs and directed unresolved issues to the next level of support personnel
  • Reported customer feedback and potential product requests and assisted in developing technical documentation and manuals
  • Follow up with clients to ensure the utilization of functional systems
  • Leveraged in-depth knowledge and experience with VMware, MDT deployment/ imaging, and utilization of Excel for inventory/ asset tag
  • Deployed over 1,000 windows surface pros and install/ uninstall moves for FDNY call centers.

Desktop Engineer/ Consultant

D.C.I. Technology Solutions, BNY Mellon
, NJ
11.2017 - 01.2018
  • Oversaw IT initiatives and collaborate cross-functionally with in-house technical staff
  • Facilitated new technology implementation and rendered technical assistance to resolve issues
  • Established IT systems and networks, ensuring the right architecture and functionality
  • Presented strategic advice on using technology to achieve targeted goals
  • Coached and mentored users regarding new and existing IT systems with effective coaching and training techniques
  • Reviewed existing systems and suggested improvements to enhance business efficiency.

Education

Computer Technician Training -

Per Scholas Institute for Technology

Associate’s Degree - undefined

Kingsborough Community College

Skills

undefined

Timeline

Certificial, Application support specialist

12.2021 - Current

Helpdesk ll

Answer Financial/Prosum
01.2021 - 01.2022

Helpdesk/Dmac Technician/ Project Manager

Bank of America
04.2019 - 05.2020

Field Service Engineer

Compucom/Murtech
09.2018 - 04.2019

Desktop Engineer

Quality and Assurance Technology
02.2018 - 08.2018

Desktop Engineer/ Consultant

D.C.I. Technology Solutions, BNY Mellon
11.2017 - 01.2018

Computer Technician Training -

Per Scholas Institute for Technology

Associate’s Degree - undefined

Kingsborough Community College

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Sylvester Sergeant Bayonne NJIT Professional