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Help Desk Analyst Resume

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East Orange New, JerseY

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SUMMARY

Highly motivated, polished professional customer service representative offering eight years of experience providing customer support in busy call center environment for internal and external customers, with an unwavering commitment to customer service, and the ability to build productive relationships, resolve complex issues and win customer loyalty, relationship/partnership-building skills; listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes. Proficient with Microsoft Office programs with a talent for quickly mastering new concepts. Accustomed to handling sensitive and confidential information. Detail oriented who can successfully work independently or as part of a team.

SKILLS AND QUALIFICATION

Systems: Microsoft Windows NT 4.0 (Workstation/Server), Windows 2000, Windows 95, Windows 3.1, MS Workgroups For Windows, SMS, Timbuktu, Remedy, Netback up, TCP/IP, Ethernet, Token Ring, zip/jazz drives, hard drives, NIC card, floppy drives, internal/external modems, laptops, scanners, CD-ROM and CD-R/RW drives, DSL/ADSL, VPN

Software: MS Office 95/2000, MS Outlook 95/2000, MS Exchange, MS Project 4.0, Microsoft Internet Explorer 4.0/5.0, WordPerfect for Windows, Lotus 1-2-3

Professional Experience

Confidential, Berkely Heights, NJ 2003 – 2011
AIG Info Exchange
Information Analyst
Information generalist for one of the world's leading international insurance and financial service organizations.

  • Provided practical and effective research services to AIG’s clients, brokers and employees via telephone and email.
  • Maintained strong relationships with Business Knowledge Associate to obtain in-depth knowledge of current procedures, campaigns, and new product offerings.
  • Coordinated contact between brokers and various underwriting divisions creating new business leads and generating revenue for the company.
  • Monitored all product requests for services not offered, and met or exceed all service levels and department objectives on a weekly basis.
  • Supported cross selling of products.

Confidential, Montvale, NJ 1999 – 2002
Technical Analyst

  • Provided end-user lead support for external clients and internal employees, which include 24000 users.
  • Supported hardware and software applications that run locally and on the network.
  • Troubleshot and resolve connectivity issues with the LAN/WAN and Remote Dial-in systems by working closely with the Network and other technical departments when necessary.
  • Configured and support remote users through VPN and Secure ID cards.
  • Logged client calls utilizing help desk tracking software.
  • Possess extended knowledge of Remedy ARS, MS Office 95/2000, Timbuktu, Net meeting, SMS, DSL, TCP/IP, MS.

Confidential
PC Technology Analyst

  • Assisted the Microsoft Support Group, with third level desktop support, which includes 24,000 end-users.
  • Supported all desktop applications and hardware related issues.
  • Troubleshot remote users with VPN issues.
  • Worked very closely with Microsoft Support Group to resolve Windows 95/2000 desktop application and migration issues.
  • Extensive knowledge of MS Exchange.

Confidential, Edison, NJ 1998 – 1999
Help Desk Analyst

  • Resolved security issues regarding user passwords.
  • Performed SQL queries comparing Visual Basic data versus data contained in DB2 tables.
  • Monitored and troubleshot Frame Relay Network and notified the appropriate people when a site went down.
  • Scheduled print jobs to run.
  • Responsible for tape back-ups.

Confidential, Mahwah, NJ 1995 – 1998
Second Level Service Desk Analyst

  • Handled high level Help Desk calls and network issues on a daily basis for 30,000 users.
  • Troubleshot and resolve connectivity issues with their on line tracking system.

Confidential, East Hanover, NJ 1991 – 1994
Accounting Supervisor

  • Coordinated monthly bills for over 500 suburban propane outlets. Investigated billing inquires.
  • Updated billing records.
  • Supervised 4 employees.
  • Completed monthly billing reports accurately and on time.

Education

B.S., Accounting

A.A.S., Telecommunications Management Certificate

Network Engineering & Data Communications Certificate

Certificate of Completion of the Pharmacy Technician Certificate Program

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