Help Desk Level 1 Analyst Resume

TECHNICAL SKILLS:

Tools: Windows XP, Vista, 7, Active Directory, Aspect EWFM, Aspect RTA, Dame Ware, Bomgar, Citrix Management Console(2003 & 2008), Hummingbird Network, Novell, and Remedy Help Desk, SharePoint, Windows Server 2003 & 2008, Aspect EWFM, Aspect RTA. Mobile Devices (IOS, Android, BlackBerry)

Skills: MS Word, Excel, and PowerPoint, Microsoft Windows, Linux, Mac OS. Virus removal, system restore and OS installation. HDI Support Center Certified.

PROFESSIONAL EXPERIENCE:

Confidential

Help Desk Level 1 Analyst

Responsibilities:

End User Support: Telephone interaction wif end users, document resolutions.
Diagnosis and resolution of common PC hardware and software issues.
Troubleshoot printing and connectivity problems.
Research questions using available information resources
Stay current wif system information, changes and updates
Identify and escalate situations requiring urgent attention

Confidential - Cincinnati, OH

ITS Help Desk/Service Level Manager

Responsibilities:

End User Support: Telephone interaction wif end users, documented resolutions.
Diagnosed and resolved common PC hardware and software issues.
Diagnosed and resolved custom application issues.
Troubleshot printing and connectivity problems.
User account and PC management: Created and modified Active Directory user accounts and permissions.
Focused on forecasting and planning for the expected call volume, staffing, attrition, etc. and provides post-production reporting and analysis based on all the forecasts and actual data.
Use Aspect EWFM for forecasting needs as well as Aspect RTA to monitor daily agent activities.
Manages all the employees UTO or PTO time and general administrative functions wif the system.
Manage Real Time Analyst Group whose focus is the real time management of the call center performance based on actual call volume and staffing.

Confidential

Call Center Representative

Responsibilities:

Specialized in sales and support for the sales floor.
Set up and troubleshot sales accounts for Sprint PCS.
Launched the newest sales application and got it off the ground and running.
Assisted wif new hire trainees in preparing them for their transition from the class to the sales floor.

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