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Senior Helpdesk Analyst Resume

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Richardson, TX

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EDUCATION

Bachelor of Business Administration in Marketing 

Associate of Arts Degree

EXPERIENCE

Confidential Richardson, TX
Assistant July 2011 – Present

  • Enter transactions for monthly bookkeeping and payroll for 12 clients
  • Create sample brochures, business cards, and maintain online advertising
  • Assist in all office duties as well as IT issues

Confidential Coppell, TX
Senior Helpdesk Analyst/Quality SME December 2007 – July 2011

  • Assisted users to resolve technical issues relating to software, hardware, telephony and networking through phone and chat systems
  • Advanced more complex/physical issues through a defined escalation process
  • Worked as a part of the Quality Management Team to fix mis-routed tickets as well as responded to e-mails by creating tickets coming through the e-mail system

Confidential Frisco,TX
24x7 Computer Operator February 2007-November 2007

  • Monitored equipment in the server room; Servers, Mainframes, UPC’s, and AC Unit’s
  • Answered e-mails and telephone calls for technical and server related issues, and escalated more complex issues through a defined escalation process
  • Monitored and Ran Daily and weekly backups as well as hourly Widget checks

Confidential Dallas,TX
Supervisor Building Installation January 2006 – November 2006

  • Supervised a team of employees with installation and configuration of hardware/software for the NVICU, SICU, MICU and ER
  • Assisted all levels of management to meet deadlines and insure productivity, as well working with the IT department to resolve all technical issues
  • Unloaded, unpacked, and sorted 500+ Monitors and PCs, Printers, andaccessories

Confidential Dallas,TX
Sales Associate August 2001 – May 2003

  • Assisted customers with clothing and merchandise purchases
  • Stocked, recovered and setup the store with new merchandise
  • Ensured product knowledge was learned for all departments in order to work in multiple departments i.e. women\'s, men\'s, shoes, cashier

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