Andre Campbell

• Resolved 90% of user problems to maintain user productivity.
• Monitored software application performance against organizational expectations.
• Followed up with 25-50 clients daily to verify optimal customer satisfaction following support engagement and problem resolution.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Maintain software and installed new versions to eliminate security problems and protect data.
• Processed Active 25-50 ticket support daily for tech assistance on wide range of issues related to ticket request.
• Trouble shoot user issues and resolve in a timely manner.
• Create and update knowledge articles.
• Create new user creation matrix guide.
• Overall management of fresh works to ensure agents execute their assignments with the SLA.

• Overseas the completion of request on the service desk.
• Create, Review, document IT issues and services within the department
• Assign and monitor request coming into the service desk daily, and ensure these are evenly distributed among the service desk analysts.
• Perform monthly audit of applications
• Continually improve customer satisfaction which includes survey management, monitoring service desk interactions, and help to train service desk staff
• Serve as the escalation point to end-users for desktop support related incidents and requests
• Developing and providing Service Level Agreements and Service Desk Deliverables
• Assign Service Requests (and Incidents when becomes necessary) through the IT Service Desk application (Microsoft Service Manager 2016) with the relevant priority to the Service Analysts.
• Overseas completion of requests assigned to Service Desk Analysts, within the stipulated SLA and fulfilling the user request in its entirety.
• Escalate requests to second tier support (Technical Team) where the technical expertise required to complete the request is beyond the analyst.
• Review and verify requests needing to be escalated to second tier support for accuracy of information provided by the Analyst.
• Perform weekly check on Service Desks Analysts assigned requests, and assign discrepancies or memo for breach in the department processes with request handling.
• Create and Analyze Monthly Service Desk reports on the performance of all Analysts.
• Create and Analyze daily as well as monthly telephone report to track call trend.
• Ensure Analysts maintains a high degree of customer service for all support queries and adhere to the department’s policies and procedures.
• Review, organize and assign parameter changes to Analysts.
• Review and verify (check back) system parameter changes completed by Service Desk Analyst. These changes include; rate changes; agents and location creation; and Phoenix account class creation and adjustments etc.
• Facilitate training sessions on IT/User Support Department process and procedures during new employee orientations.

Subject matter expert in the Bank’s core systems and interfaces, offering specialized knowledge and services in support of business continuity and enhancing customer experience regionally. My contribution in this role includes:

• Supporting the Bank’s business as usual day to day operations and projects, the latter as required.
• Investigation, analysis and resolution of user issues raised.
• Liaising with vendors on application issues.
• Create/deactivate Active Directory and application accounts.
• Password reset/trouble shooting.
• Image/configure/deploy machines to users.
• Configure soft-phones, printers, Microsoft outlook and teams.
• Manage Incident and Service request on fresh works.
• Manage Microsoft Admin centre & Exchange Control Panel
• Execute PowerShell scripts to resolve user issues
• Manage approximately 30 incoming calls daily.

• Supporting the Bank’s business as usual day to day operations and projects, the latter as required.
• Investigation, analysis and resolution of user issues raised 100% of the time.
• Scripting queries and interrogating the Bank’s core systems to facilitate the provision of data used to assist with customer queries, regulatory submissions and initiatives.
• Managing small initiatives of low to medium complexity from start to finish, inclusive interpretation of requests and working with Application Developers to provide solutions.
• Providing user acceptance testing services in support of problem resolution and small initiatives, in keeping with established testing standards inclusive testing documentation (test plans, scripts, matrices, workbooks), training material, engaging internal processes and tools such as change management and tracking applications in the completion of tasks.