Helpdesk Analyst Resume

Summary of Skills

A+ Certification, working toward CCNA
Technical working knowledge of current operating systems, including, but not limited to Windows XP and Windows 7
Microsoft Office 2010 Professional, network protocols, TCP/IP, Ethernet, firewalls, VPN and Wireless
Extensive skills in IT and Network administration (analysis, diagnosis and resolution), backup & recovery, including creation & implementation of Ghost, including network administration
Excellent communication, interpersonal, analytical, technical and problem solving skills
Proficient in various software;

Experience with HTML and XHTML for modifying websites, also FTP site development
Quick and conscientious learner, with a thirst for knowledge
Training and troubleshooting for proprietary software
Knowledgeable in accounting principles

Experience

Confidential, 2011-present
Helpdesk Analyst

Confidential, 2008-2010
Help Desk Technician

Provide first and second level end user support
Troubleshoot proprietary 3rd party healthcare software
New user setup and configuration
Educate staff, individually and in groups, regarding secure and efficient use of information systems

Confidential,St. Charles, Illinois 2006-2007
Information Services Administrator

Troubleshoot hardware and software issues, on a day-to-day basis.
Create and maintain all facets of customer online e-commerce sites through TopForm Webec software.
Work directly with internal Sales Representatives and Customer Service Representatives and, also external clients, to assist in meeting our customer’s needs.
Train internal personnel and customers on all functions of TopForm software.
Assist with TopForm and ODBC database daily reporting.
Attended TopForm conferences and other training sessions

Confidential,Carol Stream, Illinois 1997 - 2006
IT Administrator (2000 – 2006)

Maintained Windows 98, XP, 2000/NT server, and Unix server, local and long distance for over 50 employees.
Provided system management for servers, desktops, and offsite help desk support
Managed data security, system-wide backups, created and implemented Ghost and anti-virus security.
Coordinated EDI activities for customers to provide electronic billing and warehouse order releases.
Training and troubleshooting for print distributor software.
Created and maintained TopForm Webec online e-commerce sites; customized to include customer’s identities and related images.
Automated new process to decrease warehouse release tickets from 2 days to 4 hours.
PBX phone system administrator

Accounts Payable Manager (1997 – 2000)

Confidential,Geneva, Illinois 1990 – 1997
Office Manager

Managed all office related activities; insurance billing, debt collection, payroll accounts receivable and accounts payables.
Responsible for the interviewing and hiring of new employees.
Maintained schedules for personnel.
Provided dental assistance when needed.

Education and Certifications

CompTIA A+ Certification

CCENT – Cisco Certified Entry Network Technician