Helpdesk - Desktop Support Analyst Resume Danbury, Connecticut - Hire IT People

EXPERIENCE:

Confidential, Danbury, Connecticut

Helpdesk - Desktop Support Analyst

Responsibilities:

Administrated customer support application - Confidential Service Desk Express
Created, maintained and modified the Customer Service Workflows and reports.
Incorporated tracking of all computer hardware Inventory into the SQL database.
Expanded use of the Confidential product to Business units to track and report on their customer service functions using Crystal Reports and SQL management tools.
Provided second level support to 1500 onsite and remote users.
Tested new third party software applications prior to installation.
Controlled individually licensed software to ensure compliance and audited via SCCM and Active Directory.
Wrote requisitions for new purchases and ongoing maintenance/subscriptions for software and hardware.
Verified budget projections with vendors as required by IT Management.
Facilitated weekly Change Management meetings with pertinent managers and key players.
Audited change process for SOX compliance and Confidential policies.
Provided Change Request information and evidence of compliance for SOX auditors.
Trained new Help Desk personnel in all aspects of support for Confidential applications, websites, Microsoft Office, and hardware/network issues. Produced reference material for new and existing help desk staff and provided real time updates as needed.

Client Services/Pre-Transfer Consultant

Confidential

Responsibilities:

Acted as an advocate and main point of contact for the transferring employee from introduction through final reimbursement.