Occupation:Application Support |
Location:Sherman Oaks, CA |
Education Level:Master |
Will Relocate:YES |
Description
(Contractor) Maintain NSC Global / Carnival Cruise line / Princess Cruises / Holland America / Cunard / P&O analyze troubleshoot and repair proprietary applications (Sabre Red Polar Turbo MAPS Compass Siebel and Lotus) network computer hardware and peripherals. maintain Document upgrade or replace hardware and software applications systems. * Support and maintain AD user account information including rights security and systems groups. * Familiar with a variety of the fields' concepts practices and procedures (Agile Scrum ITIL v3.0 IM and CM. * Perform a variety of complicated tasks including project leader or manager. * Field incoming help requests from end users via both telephone and work orders in a courteous manner. * Document all pertinent end user identification information including name department contact information and nature of problem or issue. * Build rapport and elicit problem details from help desk customers. * Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician. track Record and document the help desk request problem-solving process including all successful and unsuccessful decisions made and actions taken through to the final resolution. * Apply diagnostic utilities to aid in troubleshooting. Access software updates drivers knowledge bases and frequently asked questions resources on the Internet to aid in problem resolution. * Identify and learn appropriate software and hardware used and supported by the organization. * Perform hands-on fixes at the desktop level including installing and upgrading software implementing file backups and configuring systems and applications. * Test fixes to ensure problem has been adequately resolved. * Perform post-resolution follow-ups to help requests. * Develop help sheets and knowledge base articles for end users. Perform related duties consistent with the scope and intent of the position
Education
| SCHOOL | MAJOR | YEAR | DEGREE |
|---|---|---|---|
| University of Phoenix | 2016 | Master Degree | |
| University of Phoenix | Network Security | 2014 | Bachelor Degree |
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