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Tier I Help Desk Support Resume

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Woodbridge, VA

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Professional Summary

  • 20 years Technical solution and supporting information technology business experience.
  • Experience in electronic data retention, data reporting, data validation and process improvement analysis.
  • Microsoft Visual C++® and C
  • Microsoft SQL Server
  • Microsoft Oracle
  • Microsoft Access
  • Microsoft Visual Basic®, Java

Education, Certifications Bachelor of Science Math
Bachelor of Science ComputersMicrosoft Certified Professional (MCP)
Comp Tia A+ Certified
Database: Microsoft SQL Server, 
Microsoft Access and Oracle
MCP-Windows 2003

Professional Experience

Woodbridge, VAJune 2010 – Present
Confidential
Customer Service Representative

  • Provide miscellaneous customer service duties, enrolling new clients for Nordstrom Visa accounts, cashier, and research merchandise at certain locations.
  • Maintain a through and current knowledge of credit card enrollment policies, return policies and procedures and other pertinent information specifically outlined in the General Information section of the employee handbook.
  • Maintain knowledge of credit card enrollment policies, return policies and procedures and other pertinent information specifically outlined in the General Information section of the employee handbook.
  • Telephone customers regarding sales events
  • Assist managers and supervisors with other responsibilities as needed, including stocking merchandise, inventory.
  • Assists other staff (Team) members with projects as requested by supervisor
  • Assist managers and supervisors with data entry and other responsibilities when needed.

Dulles, VA August 2007 to June 2008
Confidential
System Analyst

  • Monitoring and maintaining computer systems. Investigated problems and determined if due to connectivity or if they were higher layer problems.
  • Investigate problems and determine if due to connectivity or higher-level problem.
  • Participated in quality assurance procedures and documented issues compiled and distributed reports

Richmond, Virginia April 2000 - June2007 
Confidential 
Tier I Help Desk Support

  • Duties: Responsible for phone support help desk resolution of system and procedural problems with the Henrico County police and fire department motor vehicle mobile electronic computer systems.
  • Update network servers New system/process functionality implementation
  • Analyze requirements specifications and identify specific test points within the software
  • Reset (business partners) user passwords and develop resolutions to meet productivity, quality, and client-satisfactiongoals and objectives
  • Analyze information, identify technical and process conflicts, and work with appropriate staff to resolve issues.
  • Schedule and conduct reviews of technical materials, collect and consolidate feedback, and drive the requirement developments to sign-off by appropriate parties

Richmond, Virginia April 1986- June2007 
Confidential 
Network Computer Operator

  • Responsible running batch jobs for mainframe systems
  • Telephones help desk support to (business partners) users needing resolution of system and procedural problems with the Henrico County overall electronic computer systems.
  • Update network servers New system/process functionality implementation
  • Analyze requirements specifications and identify specific test points within the software.

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