Help Desk Professional – Senior Technical Analyst Resume - Hire IT People

Objective:
Seeking a challenging position in IT as a Help Desk Analyst or Desktop Support Technician where my technical skills and experience will be fully utilized.

Education and Training:

9Computer Learning Network
Degree/Certification: Network & Internet Security Administration
Equivalent to an Associates Degree

Area of Study: Computer Support Specialist
Transferred credits

Employment History:

8/21/2006- 12/23/2010 Help Desk Professional – Senior Technical Analyst
Confidential, Mechanicsburg, PA 17055

Answering calls from staff members (users) & Resident Representatives from other countries via an SSL VPN site to remote connect to the FUND’s network with Windows Terminal Server.
Assisted users with computer related issues such as Windows XP, Windows VISTA, software applications (MS Office, IE, Adobe & other FUND related applications), network connectivity, map network drives, hardware functionality (Printer/Copier service requests, computer related accessories) & Remote Access issues (issuing temp tokens on a RSA SecurID, enabling SecurID tokens). Troubleshooting their issues via Remotely Anywhere & GoToAssist. Tracking issues using their Remedy version and escalating to Tier II upon request and incident.
Performed Team Lead duties – Daily Reports, Daily Ticket Review, Daily performance review (analyst evaluations) & training new agents, creating training materials & supervising other agents when Team Leader was absent from work.
Call Center PA – Interaction Manager – ACD Phone based software program to receive phone calls & E-mails from customers.
Brain/Right Answers – Web based program used in combination with Remedy for solutions and troubleshooting steps for the problems that customers contact the support center.
Remedy – Automated Tracking System – When a customer calls into the help desk, a ticket would be created to track their issue. Also ran ticket searches if requested along with macro creations to perform inquries.

2/2006 - 8/18/2006 Customer Service Representative
Confidential, Harrisburg, PA

Usage of Dos-based program called QVT for Customer Service Account look-ups
Taking Inbound calls from subscribers about their current services
Providing excellent customer service to current and past subscribers regarding their accounts
Processing customer complaints based on missed papers, unsatisfied delivery, or renewal of subscription
Filling out proper forms based on customer calls
Making outbound calls to subscribers either to verify delivery for missed papers or following-up with their accounts.

6/2005 – 2/2006 Telemarketer
Confidential, Harrisburg, PA

Calling past & present subscribers to offer them promotional discounts on the newspaper or offering of promotions to new subscribers.
Data Entry while placing a sale from potential subscribers
Usage of Novell/Atoms dialing services
Closing procedures included: running reports of agent sales and payment types from ATOMS application, uploading of reports into Excel to edit according to instructions, and nightly conversion rates based on agent’s sales per calls

*Closure of Dept due to downfall in sales*

11/2004 - 5/2005 Debt Collector
Confidential, Harrisburg, PA

Making outbound calls from a database to recover checks, medical bills, and delinquent credit card accounts from clients that CRA represents.
Also taking inbound calls from customers inquiring about our company & resolving their debts.
Filling out proper forms for medical accounts and account action forms

Technical Skills:

Networking – 5 years
Active Directory – 4 years
Phone Based Tier 1 support – 4
Phone Based Tier 2 Help Desk support – 3
Desktop Support experience – 3

Operating Systems: Installation and administration experience with Windows XP/Vista/7 and Macintosh OS X Desktop and Server. Installation and network administration experience with Windows 2003 Server.

Software: Microsoft Exchange 2003; Microsoft Office 97/98/2000/2002/2007; Adobe Acrobat, Reader and Illustrator; Hummingbird Explorer; Cognos; Oracle-based applications; Symantec Ghost, AntiVirus and pcAnywhere; McAfee Managed VirusScan; Remedy, PeopleSoft; RIM Blackberry Enterprise Server (BES); Citrix XenApp; Internet Explorer; Software Self Service (web based); Remotely Anywhere & GoToAssist; Windows Terminal Server; Hypersnap;

Hardware: HP, Compaq, Dell, IBM, Gateway Workstations; HP, Compaq, Dell, IBM, Gateway and Toshiba laptops; Cisco Systems telephony devices; Toshiba, Canon, Lexmark, HP, and Xerox printers, scanners and Multi-Functional Devices (MFDs); Various manufacturers and models of the following: hard disk drives, system boards, floppy drives, CD/CD-RW/DVD drives, ZIP drives, tape drives, modems, memory, Network Interface Cards, video and sound cards

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