Jeff Coelho

Senior IT Support Analyst @Pharmacyclics, An Abbvie Company

Sunnyvale, CA, US

Independently managed, troubleshot and responded to incoming technical support phone calls including email requests for service for internal company staff working locally and remotely using established procedures.• Created reference documentation to help service desk staff classify incoming requests consistently and accurately to improve routing of requests to other IT departments.• Updated and standardized records and classifications of software and hardware records to improve reliability• Install, configure, repair and maintain computers, desktop operating systems, software, and peripherals.• Applied previous experience with ShoreTel phone system to help troubleshoot issues for onsite and remote users.• Worked with fellow team members to document processes for new technologies being implemented in PCYC such as WebEx and Intercall.• Trained new contractors on the applications, hardware and documentation used to support PCYC internal and remote staff.• Enthusiastically took on new responsibilities that included the classification of the high volume of tickets into the Service Now ticket system and support of the executive team.

Santa Clara University

BA, Management Information Systems