Help Desk Analyst
oTroubleshoot server related problems and answer requests via telephone and email.
oProvide support for IBM software Tivoli, Peoplesoft, Workbrain, Websphere and other software’s.
oAccess Active Directory for password resets, VPN users and unlocking accounts.
oEscalated mainframe and AS400 problem tickets and followed through with clients.
oCreated trouble tickets for each call and assisted customers through remote desktop whenever possible.