Help desk Support Resume South River, NJ - Hire IT People

SUMMARY

Technology professional with over 6 year of experience in help desk and customer services roles. Provide remote technical phone support in a high call volume environment to global client base. Technical expertise and excellent communication skills used to trouble-shoot and resolve end-user issues. Fluent in Spanish.

PROFESSIONAL EXPERIENCE

Confidential, Princeton, NJMarch 2011 - Present
Help desk Support

Provide technical assistance and helpdesk services for the operation of desktop and laptop involving Windows XP, and Windows 7
Track and route problems and requests to appropriate team/department
Resolve problems with software/hardware, printer and related network issues
Troubleshoot, repair and installation of hardware (blackberry, wireless cards) and software applications (Autocad, Primavera, Contract Manager)

Confidential, Fairfield, NJ April 2010 - March 2011
Technical Support

Provide special account field training and installation via telephone and remote tools
Install IPP applications remotely using GotoAssist
Provide troubleshooting steps to resolve end-users issues involving Windows 7, Windows XP and Windows Vista
Configure and download IPP application to POSA( Terminal) VeriFone version V37XX and V51XX
Activate Terminal and verify POSA status using Earning Tracker
Use TeraTerm system to document; identify actions, solution, troubleshooting steps or escalation
Setup Bixolon, Citizen, Start STP printers by creating a generic printer

Confidential, Pennington, NJ December 2008 - April 2010
Contracted through EDS(Electronic Data Systems Corporation)/HP (Hewlett-Packard)
Technical Solution Rep III

Handled an average of 25 calls a day to trouble-shoot and resolve end-user issues via telephone, email and remote tools.
Provided technical training to new analysts as Team Lead for Express T & E and Concur.
Conducted Teleconference training sessions for new users several times a week. Provided critical content and fielded user questions to ensure efficient use of ARIBA, SAP, Express T & E and other applications
Provided support to clients and performed password reset with the Express T & E, Concur, ARIBA, Maximo, Cosmos and other applications.
Created remedy tickets to document cases, identify actions or escalation.
Provided SAP support to clients in the areas of SAP BW, FI, SAP production and SAP BI

Confidential, Skillman, NJ October 2005 - December 2008
Contracted through CAI Confidential
SAP Help Desk Analyst

Provided telephone troubleshooting to resolve end-user issues involving MS Office, Netscape or Mozilla Thunderbird Email System, Novell, MS Windows Operating System (NT, 2000, & XP).
Provided support to customers with Express T & E application, SAP BW, Production, BI, and other applications.
Created Remedy tickets to tack the resolution of reported issues
Created requisition through SAP and using ARIBA Buyer , ERP
Provided PO status in SAP and created reports in BW
Provided ARIBA Purchase order processes and status including purchase requisition, purchase order, Purchase order and Goods receipt.
Used Novell and PC anywhere to remote to users in order to diagnose system problems and uninstall/install applications
Provided the necessary information to buyers in order to generate report in ARIBA buyer using GL account companies, plant codes, account, vendor and more

Confidential, Edison, NJ January 2004 - October 2005
Customer Care Technician

Interacted with customers by phone, email or online chat concerning various home networking issues.
Troubleshooting home networking issues, SOHO routers, VPN, and firewalls.
Provided installation/troubleshooting support for DHCP, DNS, and basic TCP/IP.
Provided hands-on support of customer care initiatives such as automated provisioning, installation and technical support.

EDUCATION

BS, Computer Engineering Technology, Minor: Management
Associates Degree, Network Administration and Support

We provide IT Staff Augmentation Services!

Help Desk Support Resume

South River, NJ

We'd love your feedback!

Resume Categories

Client Services

Job Seekers

Visa Sponsorship