IT Help Desk Analyst Resume

SUMMARY:

Seeking a job in IT field and I able to start immediately

SKILLS:

PROFESSIONAL EXPERIENCE:

Confidential

IT Help Desk Analyst

Responsibilities:

Responsible for first tier support remotely/in - site to internal and eternal clients works in 24/7 enviroment with +2000 users throughout Mexico over the phone, email and messaging chat answering around 40 incoming calls every day per each member and solving problems about our ERP system and/or others technology problems with PC, Pocket PC(PDA), printers, Microsoft software and Windows 7/10 relatad scaling to another team members(hardware,networking,software developers, etc) if is required.
First tier remote support(TeamViewer,AMI admin) over the phone, email and chat messaging in a 24/7 enviroment Solve technical issues about our software and infraestructure
Provide assistance and training users about our systems and how to do specific tasks Continuous monitoring of application and database servers (OP Manager).
Analyze and develop reports in Oracle/SQL to specific team members Unitary test of new updates in our ERP system and developments (Manual test, APIs Test with SOAPUI and Postman) writing technical documentation.
Goals reached
Increased from 71% to over 85% answered calls in the first semester with other team members.
Many reports developed
Reduced waiting time between calls under 40s
Created the company intern directory using multiple web development tools as Ruby on Rails, HTML, CSS, Oracle DB