Summary
Overview
Work History
Education
Skills
Timeline
Generic

Hasani Stewart Savage

San Jose

Summary

Dynamic IT professional with extensive experience excelling in technical support and networking. Proven ability in problem resolution and client management, leveraging strong analytical skills to enhance service efficiency. Adept in Active Directory and committed to fostering relationships, driving process improvements, and ensuring user satisfaction.

Overview

18
18
years of professional experience

Work History

Service Desk Senior Analyst

Roche Pharmaceuticals
05.2022 - Current


  • Real-Time Analyst and Technical Support Specialist Role. Handled incidents and requests received via multiple communication channels, ensuring adherence to the incident and request management SOP.\
  • Provided detailed descriptions of issues in the trouble ticket system and diligently follow up to ensure swift resolutions.
  • Offered support for internal applications, systems, and IT services, including Google Suite, SAP, virtualization tools (Citrix, VMWare), document management tools (e.g., touchpoint, SharePoint, Coremap), conferencing tools (e.g., Google Meet, Zoom, MS Teams), MAC applications, and hardware-related issues.
  • Collaborated with peers worldwide to resolve complex problems requiring cross-departmental support.
    Guided customers on self-service options, encouraging their autonomy by directing them to solutions, sharing guides, and demonstrating self-service portal capabilities.
  • Contributed to the knowledge management process by creating, modifying, and withdrawing articles to ensure adherence to proper procedures.
  • Assisted as a mentor for new hires, providing support and guidance in their professional development.
  • Contribute to process improvement, innovation, and the resolution of complex technical issues, actively seeking opportunities for enhancements and proposing innovative solutions.
  • Schedule Monitoring: Highlighted absences and tardiness captured on available tools at the beginning of every shift and reported absences.
  • Analyzed the forecast to ensure the coverage needed at the beginning of the day and after the start of every shift, taking necessary actions to avoid All Hands On Deck (AHOD) situations during the day.
  • Service Monitoring: Promoted close communication with RTAs and management to ensure efficient operation.
  • Followed processes for Master Incident Management to minimize the impact to the service level and the end-users.
  • Provided consultation and technical coaching, addressing troubleshooting and process questions from agents.
  • Tracked the questions and monitored the resolution of dispatched tickets while analyzing trends.
  • Addressed the technical development interests of agents by offering support on processes and technical topics.

IT Support Specialist

DXC Technology, Hewlett Packard Enterprise
06.2021 - 05.2022
  • Manages and support incidents and urgent service request either personally or via the Service Desk, through to successful competition and user satisfaction
  • Provide technical support to all FTE and non-FTE Customer employees via phone email, desk-side and remotely related to common computer issues like: VPN connectivity, MS Office package, AD permissions, software installation hardware related problem in English and Spanish.
  • Analyzed recurrent issues and recommend adequate solution to the lead team, which resulted in higher efficiency and time saved for both the users and the service desk.
  • Used ticketing systems to manage and process support actions and requests.
  • Managed high levels of call flow and responded to technical support needs.
  • Installed and configured operating systems and applications.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Diagnosed and troubleshot software and network issues.
  • Installed, configured computer systems and network connections.
  • Familiar with working environment of active directory as remote infrastructure management.

Networking Support Engineer

Tek Experts
09.2019 - 06.2021
  • Expertise troubleshooting large Network Environments and familiarity with packet sniffers: Wireshark or Network Monitor/Message Analyzer
  • Fundamental awareness of Private, Hybrid, Public Cloud, OS: Windows and/or Linux
  • Knowledge and understanding of VPN, IPsec, DHCP, DNS, HTTP/s, BGP/Layer3/Layer2
  • Hands-on experience of Proxy and Firewall
  • Experience with Infrastructure / Network Administration
  • Ensured compliance with industry best practices and company policies throughout all support activities undertaken by the team.
  • Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
  • Collaborated with outside departments to implement system-wide improvements.
  • Increased client retention by building trust through excellent communication skills and timely issue resolution.
  • Managed multiple projects simultaneously, staying organized and meeting deadlines consistently.
  • Collaborated with cross-functional teams to resolve complex problems, ensuring seamless system operations.

Human Resources Assistance

Amazon.com Services
09.2017 - 09.2019
  • Efficiently managed personnel files, maintaining confidentiality and always ensure data privacy.
  • Responding to inquiries regarding policies and programs including benefits, attendance, payroll deductions, etc.
  • Adhere to defined processes and ensure delivery in accordance with set quality standards
  • Thorough knowledge of policies & processes for multiple Customers group

Global Account Administrator - Second Level

Hewlett-Packard Company
08.2011 - 09.2017
  • Trained new employees on account administration procedures, contributing to a well-informed and cohesive team. Focal point of contact for all Team Members.
  • Customer service, guiding the customer to solve IT issues, concerns, and requests.
  • Monitoring and following up on GSD and other HP tower´s work groups globally for the Costa Rica GAA (Global Account Administrations) team.
  • Active Directory: account administration knowledge. Basic to medium understanding of access and authorization concepts.
  • Collaborated with cross-functional teams to support the achievement of company goals.
  • Exchange Server and SAP knowledge.
  • Track the progress of all the support activities from the time the ticket is received until resolution, applying the standard incident management processes
  • Identify issue trends and escalate more involved problems to the appropriate support teams or application owners
  • Update daily status reports and shift handover reports
  • Act as a liaison between customers and other technical escalation teams.
  • Track, categorize, report, and analyze Customer Satisfaction survey results
  • Coordinate and lead Internal and External Calibration Sessions

Service Desk Support Specialist

Hewlett-Packard Company
09.2007 - 08.2011
  • Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
  • Mentored junior team members in mastering complex technical concepts, bolstering the overall capabilities of the support unit.
  • Trainer of APAC GSD team in all the global process from the Account Management team.
  • GSD Second level back up.
  • Enhanced user experience by providing comprehensive troubleshooting guidance for various software .

Education

CCNA - Computer And Information Sciences

Fundación Omar Dengo
San José, Costa Rica
12-2018

Skills

  • Professional and proficient in Services Information Technology with extensive expertise in Networking and Tech support
  • Proven resolution problem a different levels and types of support Knowledge, practiced and skilled in Active Directory, Networking,
  • Client and relationship management
  • Data analysis
  • Stakeholder communication
  • Analytical thinking
  • Multiple priorities management
  • Deadline adherence
  • Root-cause analysis
  • Documentation and reporting
  • Fluent English Verbal and written communication

Timeline

Service Desk Senior Analyst

Roche Pharmaceuticals
05.2022 - Current

IT Support Specialist

DXC Technology, Hewlett Packard Enterprise
06.2021 - 05.2022

Networking Support Engineer

Tek Experts
09.2019 - 06.2021

Human Resources Assistance

Amazon.com Services
09.2017 - 09.2019

Global Account Administrator - Second Level

Hewlett-Packard Company
08.2011 - 09.2017

Service Desk Support Specialist

Hewlett-Packard Company
09.2007 - 08.2011

CCNA - Computer And Information Sciences

Fundación Omar Dengo

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Hasani Stewart Savage