SR Helpdesk Analyst Resume

SUMMARY:

Extremely experienced in installing, repairing, maintenance, and troubleshooting computer hardware and software. High level of enthusiasm and commitment towards the information technology career. Works well independently, or in a group setting, inspires and supports others to works at their highest level. Excellent analytical and problem solving skills.

AREAS OF EXPERTISE:

Remedy (Ticketing System)
Salesforce (Ticketing System)
Microsoft Office 2007/2010/2013 (Word, Excel, PowerPoint, Outlook)
Active Directory( Creating User accounts and password resets)
Networking(Basic troubleshooting)
3 Years of Help Desk experience
5 years of customer service experience

PROFESSIONAL EXPERIENCE:

Confidential

SR Helpdesk Analyst

Responsibilities:

Deliver phone and email support using Five9 and Outlook for healthcare customers and providers.
Document all inquiries using Remedy ticketing system.
Resolve all inquiries in a well - timed manner.
Maintenance and troubleshoot applications that the healthcare customers and providers use and access.

Confidential

Tier 2 Helpdesk Customer Service Representative

Responsibilities:

Respond to incoming inquiries, telephone and/or written, from healthcare providers, government officials, key stakeholders and IT vendors.
Research and resolve inquiries in a professional, timely, and accurate manner.
Escalate all Tier Two and Tier Three inquiries and issues, based on document processes, policies, and procedures, to the appropriate help desk.
Document all inquiry activities in the appropriate reporting systems
Provide responses to inquiries in writing.
Follow up on all Tier Two and Tier Three escalated inquiries.

Confidential

Helpdesk Support Analyst

Responsibilities:

Call Center Technician providing Randstad Technologies at Confidential University College 24-7 / 365 technical assistance via email, phone and online chat supporting more than 90,000 Faculty, Staff and students (Stateside and Overseas).
Track incoming inquires with a salesforce-based tracking system.
Supply general knowledge about client and provide technical support for websites and programs used by the University.
Assist customers providing aid customers ensuring that their systems are up to par to fully utilize school’s Learning Management tools for online and hybrid classes.
Installed Workstations, set up, configured. and troubleshoot network and wireless printers
Set up network user accounts and reset passwords using Active Directory
Support Students/Faculty and Staff systems using Windows (XP, Vista, 7 and 8), and Personal Devices to include Android, iPhone and iPads. Troubleshoot and offer technical support for Microsoft Office, Java, Adobe and Internet Browsers such as Internet Explorer, Firefox, Google Chrome and Safari.
Experienced in fast paced-high call and chat volumes. Able to touch-type and enter detailed information in the trouble ticketing system while interacting with customers telephonically. Able to close out cases and have follow-up emails sent to customers before the end of the call.
Excelled with client Service Level Agreements and Key performance Indicators exceeding standards.

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