Help Desk Specialist Resume
Bethesda, MD
SUMMARY:
A dedicated, highly - skilled, agile service professional with sixteen years of experience in information systems who possesses excellent communication and interpersonal skills, and thrives in a team environment.
SKILL:
Operating Systems: Microsoft Windows (multiple versions), Mac OS X.
Communications: Written documentation and job aids, customer notifications.
Database Tools: Toad for Oracle 10, SQL (basic proficiency).
Hardware and software: installation and configuration on laptops and PCs, troubleshooting and repair of laptops and PCs, networking concepts, password and printer administration for multiple computing platforms and operating systems.
EXPERIENCE:
Help Desk Specialist
Confidential, Bethesda, MD
Responsibilities:
- Executed communication management support for the National Institutes of Health as a member of the Center for Information Technology’s Continuity Assurance Program.
- Proactively assessed problems prior to customer impact while supporting a 24x7 system monitoring service.
- Supported service owners and IT managers with event and problem management.
- Coordinated and facilitated conference bridges.
- Expertly handled customer requests for IT communication efforts including maintenance window date coordination and customer notifications.
Realtor
Confidential, Catonsville, MD
Responsibilities:
- Ascertained client needs for the purchase and sale of real property within the Confidential .
- Gathered comparative data, provided reports, and made recommendations on price and marketing strategy for the sale of client homes.
- Researched available inventory and offered home-buying suggestions based on client criteria.
Senior Technical Support Specialist
Confidential, Bethesda, MD
Responsibilities:
- Provided advanced support for the National Institutes of Health Enterprise Directory ( Confidential ): An integrated database system that contains the personal and work-related information of Confidential staff, and is a key component in the process of authorization for physical and logical access to Confidential resources.
- Promptly and effectively fulfilled customer requests and escalations via phone, email, and a web-based incident management system.
- Created and edited detailed technical support documentation used by the Confidential team, the broader Confidential IT Service Desk, and administrative staff.
- Wrote SQL queries and created reports to satisfy customers’ unique requirements.
- Maintained data quality using SQL and various web services.
- Performed user acceptance tests on modules within Confidential for upcoming release iterations.
- Administered Oracle passwords/accounts.
Technical Analyst
Confidential, Bethesda, MD
Responsibilities:
- Provided escalated technical support of enterprise applications used by Confidential staff.
- Created and edited articles for Confidential Service Desk IT Solutions Center knowledge tool and detailed procedural documentation for Confidential Specialty Applications team.
- Provided outstanding result rate - highest number of incidents resolved out of the NIHSA team and nearly double the average number of incident resolutions per team member.
Help Desk Analyst
Confidential, Allentown, PA
Responsibilities:
- As Hardware Liaison, facilitated the Windows 2000 migration of thousands of laptops shipped to the Merck field sales force. Generated metrics reports and performed hardware inventory control.
- As Lead Analyst, grew an inaugural team from nine to over sixty analysts on the Wyeth Pharmaceuticals account.
- Member of CAI’s Green Team, a select group of individuals specializing in leadership, motivational and team-building skills.
Editorial Assistant
Confidential, Horsham, PA
Responsibilities:
- Identified sources, conducted interviews, and authored several published articles for Public HR, a monthly magazine.
- Wrote and edited two primary sections of the magazine.
- Collaborated on launch of premiere issue.
Sales Supervisor
Confidential, King of Prussia, PA
Responsibilities:
- Developed and conducted product training for two stores.
- Coached and trained sales personnel.
- Earned certifications from company for sales expertise.
- Regularly exceeded sales goals set by managers.