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Senior Help Desk (i/t) Analyst Resume

Charlotte, NC

SUMMARY:

  • Team Lead for Confidential Enterprise Help Desk specialty team
  • Information Technology Infrastructure Analyst
  • Over 30 years of professional Desktop Infrastructure and Software Support and Help Desk Information Technology experience
  • CompTIA A+ Certification, AMD Retail Professional Certified
  • Extensive experience with performing installs, upgrades and configurations for PC hardware, software and printers.
  • Proven ability to research hardware and software problems using good problem isolation techniques, interfacing with vendor organizations, testing proposed solutions, verifying successful results, documenting solutions and informing all affected personnel.
  • Proficient in using and supporting Windows 10/ 7XP, Microsoft Office Professional Suite 2007/ 2010/ Lotus Notes, Outlook, Remedy, Internet Explorer, Dial - in & VPN, Printing
  • 30 years experience with providing internal and remote technical support for environments; Proven ability to identify, prioritize, resolve computer issues.
  • Highly motivated and experienced with positive attitude
  • Proven ability to perform job functions independently and provide guidance to other staff member
  • Provide professional and courteous phone support
  • Proven ability to contribute in a fast-paced environment
  • Strong verbal/written communication, team player, problem solving, multi-tasking, time-management and organizational skills.
  • Build and support PC’s

EXPERIENCE :

Confidential, Charlotte, NC

Senior Help Desk (I/T) Analyst

Responsibilities:

  • Provide internal and remote technical support to Confidential Corporation.
  • Performed problem isolation, research, resolution for all products at Confidential
  • Support includes Operating Systems Windows 7; Microsoft applications: Office Suite 2010; Remedy (Help Desk Tracking application), Microstation, AutoCad. Support also includes Mainframe connectivity, Network connectivity and ID issues.

Confidential, Charlotte, NC

Information Technology (I/T) Infrastructure Analyst

Responsibilities:

  • Evaluating, acquisition, Installation/integration, testing and performance monitoring of computer and computer systems software and hardware products
  • Direct the integration of software systems with hardware configuration and applications systems.
  • Provided technical guidance relating to different Operating Systems
  • Provided support for Microsoft Office 2007 - 2010.
  • Support for Windows XP, Windows 7 and knowledge of Windows 10
  • Provided technical expertise in the identification, analysis and resolution of issues.
  • Provided support for Microsoft Folder Redirection
  • Provided support for wireless setup on Laptops
  • Provided support for Confidential, Droid and iPhone(Apple)

Confidential, Charlotte, NC

Information Technology (I/T) Team Lead

Responsibilities:

  • Create and provide daily working schedule for Enterprise Help Desk specialty support groups.
  • Provide Enterprise Help Desk analysts feedback on call resolution and call handling
  • Maintain open working communication between business partners and the Enterprise Help Desk.
  • Identify EHD analysts needs, which include training, equipment and materials
  • Attend Operational Meetings
  • Safety Coordinator for Enterprise Help Desk
  • Provide performance APA performance feedback to managers for EHD analysts and peers.
  • Provide management support at Alternate Data Center on a rotation format
  • EHD Manager weekend on call per rotation schedule
  • Identify HR or Safety concerns and escalate to management
  • Responsible for EHD Specialty team performance
  • Team Lead for two specialty teams which support e-mail, Microsoft Office suite and Enterprise Business applications
  • Review specialty teams routed tickets for resolution and missed opportunities to keep closure in house
  • Responsible for responding to customers that are in need for next level communication in response to unsettled issues.

Confidential, Charlotte, NC

Information Technology (I/T) Analyst

Responsibilities:

  • Provide internal and remote technical support to client end-users on hardware, software, printer and network issues
  • Performed problem isolation, research, testing and resolution
  • Support includes Operating Systems Windows XP/2000; Microsoft applications: Office Suite 97/2000/XP/2003; other application support includes Lotus Notes, Outlook, Remedy (Help Desk Tracking application), Microstation, AutoCad. Support also includes Mainframe connectivity, Network connectivity and ID issues.
  • Conduct new employee training and assist with staff training.

Confidential, Charlotte, NC

Information Technology (I/T) Specialist

Responsibilities:

  • Provided computer and printer desktop support to 20000 employees.
  • Support provided: Installation of Printers, complete desktop support from installation to problem resolution, and network connectivity.
  • Trained Microsoft suite to employees.

Confidential, Charlotte, NC

Associate Designer

Responsibilities:

  • Electrical Designer at local Confidential Station.
  • Performed Confidential Safety Modifications on various plant systems
  • NRC Security Clearance
  • Used Microstation for updating Drawings

Confidential, Charlotte, NC

Graphics Operator

Responsibilities:

  • Created CAD drawings from sketches and preliminary drawings.
  • Extensive knowledge on HVAC, structural piping and electrical design systems.
  • Design and created systems using using Macintosh, Confidential ., AutoCAD and Microstation equipment.
  • Coordinated different job phases as work leader.
  • Developed, created and implemented tutorials for different work procedures on various systems.
  • Developed, created and implemented an On Line System Reporting (OLSR) application for daily, weekly and monthly status reports. This application kept track of all drawing design status, from start to completion.

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