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Senior Help Desk Analyst Resume

Washington, DC

SUMMARY:

  • Sr. Help Desk Technician with 2 years in a Non - Profit Organization and 10 years in the Federal Government
  • Serves as a functional support role for the Administrative Office and External courts security access, human resource, electronic new hire form submission, employee timecard and leave tracking business applications. Liaison between the technical support team and user community.
  • Serves as interface between application development, engineering teams and end users.
  • Provides operational support of government business applications including developing and maintaining tables, list of values, and documentation needed to support the applications.
  • Produces data for analysis and decision making as required.
  • Conducts preliminary analysis or troubleshooting of end user needs and assists Tier 2 support team, in the resolving application issues.
  • Creates and Maintains User Security Access and Data Permission for HRMIS/PeopleSoft.
  • Maintains Portal user’s access information.
  • Lead support for Leave Tracking and ePerformance application. Troubleshoot reported issues on the application for external court Human Resources.
  • Assist in creation and maintenance of the HelpDesk FAQs and Standard Operating Procedures.
  • Primary Trainer for new incoming Support Team members.
  • Research and resolve any Pre-Calc Security Report results.
  • Monitor system Releases for system updates, upgrades and fixes. And communicate to POC and users.

FUNCTIONAL SKILLS:

  • Testing
  • System Analysis and Support
  • Quality Assurance

TECHNICAL SKILLS:

  • PeopleSoft 8.0, Oracle (CFS 3.0.1)
  • Business Objects (Full Client and Web),
  • ADP Etime,
  • Federal Judiciary Entrance on Duty application,
  • Judiciary Enterprise Network Information Exchange portal,
  • IBM Rational ClearQuest,
  • IRIS
  • MS Word, Excel, Access, Outlook
  • IBM Lotus Notes
  • Oracle Peoplesoft
  • IBM Rational Clearquest
  • Windows 7 (Operational)
  • Windows XP (Operational)

PROFESSIONAL EXPERIENCE:

Senior Help Desk Analyst

Confidential, Washington, DC

Responsibilities:

  • Serves as a functional support role for the Administrative Office and External courts security access, human resource, electronic new hire form submission, employee timecard and leave tracking business applications. Liaison between the technical support team and user community.
  • Serves as interface between application development, engineering teams and end users.
  • Provides operational support of government business applications including developing and maintaining tables, list of values, and documentation needed to support the applications.
  • Produces data for analysis and decision making as required. Conducts preliminary analysis or troubleshooting of end user needs and assists Tier 2 support team, in the resolving application issues.
  • Creates and Maintains User Security Access and Data Permission for HRMIS/PeopleSoft.
  • Maintains Portal user’s access information.
  • Lead support for Leave Tracking and ePerformance application. Troubleshoot reported issues on the application for external court Human Resources.
  • Assist in creation and maintenance of the HelpDesk FAQs and Standard Operating Procedures.
  • Primary Trainer for new incoming Support Team members.
  • Research and resolve any Pre-Calc Security Report results.
  • Monitor system Releases for system updates, upgrades and fixes. And communicate to POC and users.
  • Assist in creation and maintenance of the HelpDesk FAQs and Standard Operating Procedures.

Functional Help Desk Analyst

Confidential, Washington, DC

Responsibilities:

  • Serves as a functional support role for the Administrative Office and External courts security access, human resource, electronic new hire form submission, employee timecard and leave tracking business applications. Liaison between the technical support team and user community.
  • Serves as interface between application development, engineering teams and end users.
  • Provides operational support of government business applications including developing and maintaining tables, list of values, and documentation needed to support the applications.
  • Produces data for analysis and decision making as required. Conducts preliminary analysis or troubleshooting of end user needs and assists Tier 2 support team, in the resolving application issues.
  • Creates and Maintains User Security Access and Data Permission for HRMIS/PeopleSoft.
  • Maintains Portal user’s access information.
  • Lead support for Entrance on Duty application. Trouble shoots reported issues on the application for external court Human Resources.
  • Assist in creation and maintenance of the HelpDesk FAQs and Standard Operating Procedures.
  • Creates, collects forms and distribute Security Matrix Report for the Department

Production Support Coordinator

Confidential, Washington, DC

Responsibilities:

  • Serves as a functional support role for the organizations’ financial, human resource, employee timecard and leave tracking business applications.
  • Liaison between the technical support team and user community.
  • Serves as interface between application development, engineering teams and end users.
  • Provides operational and Tier 2 user support of corporate business applications including developing and maintaining tables, list of values, and documentation needed to support the applications.
  • Produces data for analysis and decision making as required. Conducts analysis of end user needs and assists Project Managers in the development of requirements and acceptance testing.
  • Designs, implements and maintains custom reports to ensure standard reporting procedures are aligned with business reporting requirements.

Data Management Coordinator

Confidential, Washington, DC

Responsibilities:

  • Enter all employee level data into the PeopleSoft HRMS application, including rmation and personnel action transactions (i.e. new hires, transfers, mobility, terminations, and job changes)
  • Monitor data integrity of all data maintained including data maintained by HR S&CS, in accordance with quality control standards and procedures
  • Create and format existing spreadsheets using spreadsheet linking features to create a meaningful and useful spreadsheet for Management reporting.
  • Achieved an error rate of 3% or better for the last two years.
  • Participated in testing and preparation for the PeopleSoft 8 upgrade.
  • Provided Administrative support to the HR Business Systems team.
  • My responsibilities included copying, faxing documents and reports,answering phones and ordering supplies
  • Provided Customer service to clients and employees by responding to HR inquiries.
  • Execute, analyzed and distributed PeopleSoft reports as requested by clients and management

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