Brian Geriani

About Brian Geriani

Experienced Service Desk Analyst II with 10+ years of providing attentive and detailed support to end-users. Skilled in problem-solving and dedicated to resolving technical issues efficiently. Adept at troubleshooting and diagnosing problems to ensure minimal downtime and maximum customer satisfaction. Strong ability to communicate effectively with both technical and non-technical users. Seeking an opportunity to leverage expertise in a dynamic and challenging IT environment.

Experience

1. Service Desk Analyst Ii

   Northwestern Medicine Central DuPage Hospital

   Dec 2013 — Present

   Provide comprehensive 1st and 2nd level support to approximately medical staff and employees regarding software, hardware, network and application related issues and inquiries Accomplish and resolved first call resolution of 65% tickets with a target of 50% Accomplish an average of 670 tickets a month with a target of 600 successfully meeting expectations of my role. Effectively communicate system status changes, software updates, downtime and outages with team leaders and end users to reduce inefficiencies and drive service satisfaction within the appropriate timeframe Accomplish and takes ownership of related complex issues received from team leads and manager for further troubleshooting, resolution and questions.

Education

• ChooseU

  Junior Cloud Practitioner Program

• DeVry University

  Bachelor of Science - BS

• College of DuPage

  AA