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Helpdesk Analyst Resume

Memphis, TN

Professional Trainer with Technical Expertise in diverse and various industries, i.e. customer service, workforce development, social services, transportation including private and public sectors as well as the healthcare industry.

BBA, Management, LeMoyne Owen College, Memphis, TN
AAS, Computer Science, State Technical Institute of Memphis, Memphis, TN
A+ Certified Computer Technician

Confidential, Memphis, TN
Helpdesk Analyst, 02/2008 - 03/2012

  • Coordinate and provide technical end-user support to resolve hardware and/or software-related issues
  • Install, repair, and upgrade desktops, laptops, and peripheral devices including blackberries and ipads
  • Set-up, install, upgrade and troubleshoot network connectivity in a Windows 2003 Server environment
  • Use Active Directory to modify and users rights in the networked environment
  • Create, modify, and execute Queries using the AS400 as well as Microsoft Office 2007
  • Serve as IT Liaison between vendors, IT Department and senior level management

Confidential, Memphis, TN
Trainer, 06/1996 - present

  • Conduct one-on-one technology training sessions including basic Windows operations and various desktop applications including smart phone technology

Memphis Housing Authority, 06/1996 - 06/1998

  • Developed training curriculum to meet the needs of the organization, including the creation of training resources for proprietary software applications as well as customizing vendor courseware to meet users'
    needs
  • Conducted Computer Repair and Soft Skills Training for technologically-challenged population
  • Extracted relevant information from key personnel and subject matter experts for use in training and technical documentation

Shelby County Government IT Division, 04/1998 - 08/2002

  • Provided technical assistance, training and mentoring to multiple project managers in the development, design and maintenance of task plans
  • Managed project planning close-out processes, including resource time reporting, to insure proper vendor invoicing, payments, and scheduling
  • Worked directly with managers, developers and other team members to edit, compile and consolidate technical information into an easy-to-read standard format
  • Coordinated the development and implementation of systems and programs, gather data from users, reviews system changes, policies, and procedures to define system needs
  • Provided advise and one-on-one training to executive-level management and elected officials
  • Served as liaison with vendors and consultants for IT Division for Shelby County Government

YWCA, 08/2000 - 10/2007

  • Developed training curriculum to meet the needs of organization, including the creation of training resources for proprietary software applications as well as customizing vendor courseware to meet users'
    needs
  • Conducted Computer Repair and Soft Skills Training for technologically-challenged population
  • Extracted relevant information from key personnel and subject matter experts for use in training and technical documentation

Shelby County Community Service Agency, 07/2001 - 06/2005

  • Developed training curriculum to meet the needs of the organization, including the creation of training resources for proprietary software applications as well as customizing vendor courseware to meet users'
    needs
  • Conducted Desktop application and Soft Skills Training for technologically-challenged population
  • Extracted relevant information from key personnel and subject matter experts for use in training and technical documentation
  • Set-up, installed, upgraded and troubleshoot network connectivity and system hardware/software issues
  • Coordinated and provided technical end-user support as liaison to internal IT support groups
  • Responded to client requests for service by phone or in person and diagnosed and resolve IT-related issues, from creating a mail-merge to network connectivity
  • Installed, configured, and upgraded PCs and software including: Windows 2k and XP; MS Office 2k, 2003, and 2007 and other common software and proprietary applications

Confidential, 07/2003 - 10/2006

  • Developed training curriculum to meet the needs of the organization, including the creation of training resources for proprietary software applications as well as customizing vendor courseware to meet users'
    needs
  • Conducted Desktop application and Soft Skills Training for technologically-challenged population
  • Extracted relevant information from key personnel and subject matter experts for use in training and technical documentation

City of Memphis Renaissance Business Center, 10/2002 - 07/2007

  • Set-up, installed, upgraded and troubleshoot network connectivity and system hardware/software issues
  • Responded to client requests for service by phone or in person and diagnosed and resolve IT-related issues, from creating a mail-merge to network connectivity
  • Installed, configured, and upgraded PCs and software including: Windows 2k and XP; MS Office 2k, 2003, and 2007 and other common software and proprietary applications

Confidential, Memphis, TN
Helpdesk Analyst / Technical Training Specialist, 10/1994 - 06/1996

  • Provided technical support with hardware/software installations, troubleshooting and repairing computers as well as peripherals
  • Provided 2nd/3rd level IT support for technicians and field engineers
  • Participated in formulating training policies, programs, and schedules, based on needs, objectives, and business systems and processes
  • Assisted with the development and implementation of training programs for technicians and field engineers

Confidential, Memphis, TN
Information Technology Instructor, 06/193 - 10/1994

  • Conducted training, including coaching participants' performance and behavior when necessary
  • Taught desktop applications as well as job readiness skills in a classroom environment
  • Monitored students' progress and evaluated as needed
  • Conducted skills and needs assessment

Confidential, Plano, TX
Helpdesk Analyst / Trainer, 06/1984 - 06/1993

  • Provided technical support hardware/software for mainframes, controllers, pcs, printers, and other peripheral devices
  • Coached and evaluated a staff of 22 employees in a call center environment
  • Designed and developed training documentation for call center personnel
  • Conducted data and trend analysis of call volume to identify process gaps, improvement opportunities, staffing, and implemented preventive measures to enhance customer service
  • Developed and maintained online training and tutorials via CICS and IMS
  • Participated in formulating training policies, programs, and schedules, based on needs, objectives, and business systems and processes
  • Coordinated, managed, and implemented training programs as needed for 1, 000+ employees to include soft skills, employee orientation, as well as job-related technical skills

Confidential, Memphis, TN
Computer Technology Instructor, 09/1981 - 06/1984

  • Taught keyboarding, data entry, and bookkeeping as well as job readiness skills in a classroom environment
  • Monitored students' progress and evaluated as needed
  • Conducted skills and needs assessment

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