Melvens Celisca

Help Desk Analyst

Zones LLC

Oct 2024 - Current (1 year 1 month)

• Provide first-level technical support for end-users via phone, email, and chat. • Knowledge of Windows 11, Office 2010, Bit Locker, Active Directory, MS Exchange, VPN, LAN, • Provide resolution and assistance to standard application: MS Office, and CISCO Webex • Ability to provide technical support as it relates to computer systems, hardware and software. Ability to run Diagnostic programs, isolate problems, and resolve and implement solutions in a timely manner. • Knowledge of SAAS technology for New York State agencies such as RSA, OKTA, and ARS

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CUSTOMER SERVICE ASSOCIATE

Accenture Flex

Feb 2023 - Jun 2024 (1 year 5 months)

• Help large volume of customers every day with a positive atitude and focus on customer satisfaction. • Actively listened to customers handled concerns quickly and escalated major issues to supervisor. • Handled billing and payment issues by following guidelines and resolving disputes. • Answered customer telephone calls promptly to avoid on-hold wait times.

Application Development Associate

Accenture

Nov 2020 - Jun 2024 (3 years 8 months)

• Utilized 4+ years of experience with ServiceNow ITSM to manage, configure, and enhance the platform ensuring efficient, user-friendly workflows and interfaces. • Maintain meticulous focus on data and processing standards to ensure data integrity across modules, contributing to accurate and reliable system records. • Applied knowledge of the configuration management database (CMDB) to manage and maintain a clear view of IT assets and configurations supporting effective change management and troubleshooting processes. • Created and maintained clear, concise, and user-friendly technical documentation for internal tools and client facing applications, ensuring alignment with SDLC and agile methodologies • Participated in UAT (User Accept

SYSTEMS ADMINISTRATOR intern

Citi Group

Jan 2019 - Dec 2019 (1 year)

• Scanning inventory to determine what PCs are at the end of life, still in use or to be put into stock • Building desktops and laptops via PXE boot to upgrade to the next version of an operating system • Replace old hardware from client's possession with new capable machines • Improved Network Uptime: Contributed to maintaining 99.9% network up time by actively monitoring and addressing network issues

Melvens Celisca

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