Helpdesk Support Resume Detroit, MI - Hire IT People

TECHNICAL SKILLS

Operating System: Windows 7, 8 and 10

Browsers: Internet Explorer, Firefox and Chrome

SDLC and STLC: Phases and Relations to each other

Testing Deliverables: SRS, Test Plan, Defect Report, Test Summary etc.

Microsoft/Windows products: WindowsXP - 10 PowerShell, Exchange and Office 365

Test Reporting: Design and Analysis

Test Management Tools: ALM 12.0 (Quality Center) and SAP

Defect Tracking Tools: Bugzilla

Database Management: SQL, and Oracle

SAP/R3 Automated Test Tool: EHP Modules SD, MM, PP and FICO

SAP/R3 Automated Test Tool: ECC and ABAP

Laboratory Information System: Cerner/CIS (Clinical Information System)/Sun quest/Mysis

Ticketing Systems: Service Now/Remedy

PROFESSIONAL EXPERIENCE

Confidential, Detroit, MI

Helpdesk Support

Confidential, Farmington Hills, MI

Process Associate

Supported GMB users via 50% phone and 50% via email, worked on their inventory while fielding calls throughout the day
Answered inbound call volume at about 15 calls per day

Confidential, Pontiac, MI

Global Operations Monitoring Analyst

Monitored help desk tickets using HP Business Service Management
Provided network traces, packet captures, and analysis to help resolve incidents
Attended all initial incident meetings to help determine the extent of the problem and if all necessary groups were being leveraged
Supported users via phone, email and chat.

Confidential, Dearborn, MI

Data Center Support

Confidential, Detroit, MI

Help Desk Level II

Deliver client support and technical assistance and support for incoming queries and issues
Resolved moderate complexity related to Caesar Vision computer software and related hardware by using Service Now ticketing system
Trained store and workers about Caesar vision software
Supported users via phone, email and chat.

Confidential, Detroit, MI

Associate Tester & Junior Business Analyst

Assisted in business analysis techniques
Assisted in the development and execution of functional test cases
Used the software development life cycle, type of testing, and testing concepts on projects.

Confidential, Troy, MI

Client Services Analyst

Documented each call verifying customer information by using BMC Remedy ticketing system and including all troubleshooting steps
Performed Active Directory Assistance, also remoting into a client’s pc for troubleshooting purposes.
Executed first level support of mobile devices, Trained Doctors and staff about Cerner EMR(Electronic Medical Record)
Users were supported via phone, email.