Helpdesk Support Technician RESUME MD - Hire IT People

QUALIFICATIONS SUMMARY

Excellent troubleshooting, debugging, and problem-solving skills.
Communicates effectively with coworkers, management and end users.
Highly adaptable and trainable; fast learner.
Exceptional organizational, time-management, leadership, and project management skills.
Recognized by management for commitment and consistent record of quality performance.
Highly proficient at using the Root Cause Analysis Process.

TECHNICAL SKILLS
Operating Systems: Windows 95/98/2000/XP/Vista/Windows7
Software: Microsoft Office Suite, MS Visio 2007, MS Outlook, MS InfoPath, Adobe Professional, Lotus Notes, IE 2008, Citrix, Active Directory, VPN, Pentalogic, DocAve, Microsoft SharePoint 2007, Share Point Designer2007, CMS
Ticketing Systems: BMC SDE (Service Desk Express), CA Unicenter
Hardware: Desktop Computers, small to midsize servers, Dell servers and workstations, BlackBerry®
Networking: TCP/IP, LAN/WAN, VoIP

ACCOMPLISHMENTS
Service Excellence

Improved customer rapport by implementing a straightforward, honest approach to customer resolution.
Created company policies and procedures, warranty, service, contract, and merchandise return agreements to gain customer confidence and trust in Visionix products.
Walked users through application, e-mail, BlackBerry, remote access, and printer issues and provided users with “insider” tips to resolve simple issues; became recognized as the “go to” technician among users.

Process Improvement

Analyzed and organized all areas of operations and implemented new company procedures by establishing business standards and goals.
Developed root cause analysis process to find underlying issues with optical hardware and operating systems. Provided recommendations to equipment manufacturer on hardware failures, faulty parts, and software compatibility.
Introduced a proactive method of internal communication between US office and international headquarters, which resulted in faster customer resolution and product repair.
Recognized areas in need of improvement on application helpdesks and implemented new helpdesk procedures that streamlined communication and workflows between the application helpdesk and external helpdesk.
Designed company sales handbook for future field technicians to use for client Q&A, instrument care, and troubleshooting.
Automated Change Management process using BMC SDE Ticketing System software.

Technical Leadership
Voice Over Internet Protocol – Team Lead

Selected as team lead for Cisco© Voice Over IP phone rollout.
Configured VoIP software for over 100 users and provided individual end-user training.

SharePoint – Jr. Administrator (Site Level)

Nominated by management as the Jr. SharePoint Administrator and responsible for training colleagues on basic SharePoint tools.
Test and implement 3rd party software tools for SharePoint and recommend customized solutions.

Telework Tools Orientation – Presenter

Independently researched, prepared, and presented Telework seminars.
Tools to Telework: Virtual Private Network Account, VoIP phone, Lotus Notes Sametime Meetings.
Alternate Connection Methods: Citrix, Remote Mail, BlackBerry Tethering.
Recognized for an encore after the first presentation and requested to present 4 extra training seminars by management.

Requisition and Procurement – Contract Manager

Created procurement database and maintained electronic and physical procurement documentation for the division.
Accurately managed contracts from requisition through receipt using purchasing system and databases. Completed documentation before expected fiscal deadlines and set a higher standard for procurement deadlines.
Tactfully resolved issues concerning vendors, purchase orders, and invoices.
Determined company’s fiscal requirements, planned profitable projects, performed budget tracking.

Product Support – National Field Technician

Coordinated system testing, conducted field tests, debugging, and ran pilots of new products.
Hardware and software troubleshooting on optical machines, documented findings, and created a database to track repairs and issues.
Resolved application issues by investigating system errors and documenting operational procedures.

PROFESSIONAL EXPERIENCE
Employment History
Confidential,, MD- Helpdesk Support Technician Tier 3; SharePoint Jr. Site Level Admin 12/2010- Present
Confidential,Washington, D.C. –Helpdesk Support/Technical Assistant promoted to Application Support Technician after 1 year. 3/2009 – 12/2010
Confidential,Malvern, PA – Technical Lead 9/2006 – 3/2009
Confidential,Optician/ Lab Technician 9/2002 – 9/2006
Education/Training
Academy of Computer Education, Greenbelt, MD: CompTIA A+, CompTIA Network+ (certification in progress)

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