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Help Desk Analyst Resume

IL

SUMMARY:

  • To obtain a position that would utilize my management skills, leadership abilities and hands on experience in banking and financial industry as well as my expertise in the finance domain. Internet and technology expert seeks help desk position to utilize robust knowledge of modern computer systems and friendly, helpful demeanor.

TECHNICAL SKILLS:

  • Over four years experience as Customer Service, Sales and Cashier.
  • Effective communication and interpersonal skills.
  • Ability to provide work direction.
  • Strong leadership, team building, motivation, and training skills.
  • Excellent decision making, problem solving, and organizational skills
  • Work effectively and efficiently both independently and as a team member on multiple projects in a dynamic and fast paced environment.
  • Flexible; quickly masters and enjoys new technology; adapts easily to new environments, associates, and tasks.
  • Goal driven; strong planning skills; focused and efficient in completing a high volume of work.
  • Microsoft Word, Excel, Marcos, pivoting, Functions, PowerPoint, Outlook, Active Directory, SailPoint, and Adobe

    Acrobat applications.

  • Microsoft Share Point, Sales Pro, SAP MM/WM, SCCM206 console, Blue Jeans, Bomgar Console

PROFESSIONAL EXPERIENCE:

Help desk Analyst

Confidential

  • Assist users helping to resolve their issues in timely manner
  • Use spiceworks ticketing software to document the users issues.
  • Work with System Admin to resolve complex issues .
  • Install and upgrade their softwares and applications.
  • Image their New laptops, Fix network printers, Password reset.

Information System Support Specialist

Confidential

  • Assist users helping to resolve their issues in timely manner
  • Received 30 - 60 calls daily to provide SAP support to reps and users with SAP login issues, unlocked users and passwords.
  • Work with SAP upgrade team to upgrade SAP GUI to the newer version and assist remote users with installation on their laptops, multiuser machines, desktops.
  • Worked the Help Desk providing PC and Mobile support, diagnosing, troubleshooting and resolving client issues with hardware maintenance, installations and upgrades
  • Software and application uses at Medline:
  • SCCM 2016 console
  • Bomgar Console
  • SAP net weaver GUi 7.50
  • Outlook for emails
  • Heat, Jira incident management ticketing application
  • Software center to install newer application for users.

IT Consultant

Confidential

  • Worked the Help Desk providing PC and Mobile support, diagnosing, troubleshooting and resolving client issues with hardware maintenance, installations and upgrades.
  • Configure IP’S Patch Ports work with BMO Harris Routers and configure their network printers.
  • Worked with clients both remotely and on-site to install, troubleshoot, and repair technical problems for computer systems, including laptops, desktops, printers, modems, and monitors.
  • Installed, repaired, maintained, and upgraded Windows desktop and Windows notebook computers.
  • Restore user access using SailPoint and AD
  • Process Flows & Call-Tracking Tools: ITIL incident management service processes; HEAT, Remedy, Zendesk, Fresh desk, and Active Directory.

Universal Banker

Confidential

  • Assisted to cash various checks within assigned limit from bank.
  • Administered all deposits and withdrawals and evaluated signatures of clients.
  • Provided assistance to customers to accept all loans and credit card.
  • Ensured optimal level of customer services are provided to all customers coming to branch.
  • Performed regular research to resolve all customer issues efficiently.
  • Assisted to compile all new customer applications and information for opening new accounts.
  • Determined appropriate cross selling techniques for various products and services.
  • Evaluated and processed all transactions for commercial loans.

Customer Service Associate

Confidential, IL

  • Created new and repeat sales by providing product and technical information.
  • Recommended specific product by determining customer requirements and expectations.
  • Provided alternate products based on cost, availability or specifications.
  • Provided information of products with their cost and other related information.
  • Responded to inquiries concerning products, services, fees, and billing errors.
  • Strong experience as customer service representative (sales).
  • Capable to work in goal oriented environment.

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