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Help Desk Lead Analyst Resume

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Altadena, CA

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TECHNICAL ABILITIES

Operating Systems
Windows 95 - Windows 7, DOS and Mac OS

Software
Oracle Point of Sale 13.1, Oracle Point of Sale 13.2, Toad(Oracle Database),Store 21 Point of Sale, Triversity Point of Sale, Retek,Microsoft Office Suites, Active Directory, Track-it Ticketing System, TeleVantage Call Systems, Cisco ACD, FMU Server, PC Anywhere, VNC, Dameware, Nortan Utilities, and Norton Antivirus, Landesk

Hardware
Dell, HP, IBM and Mac Desktop and Laptops, Routers/Switches, Fortinet/Sonicwall Firewalls, Print servers, Copiers/Printers, Epson/Ithaca receipt printers, Wireless handheld scanners, scanner/barcode scanners, and MSR Swipes/Cherry Keyboards

EMPLOYMENT HISTORY

Help Desk Lead Analyst, Confidential, Foothill Ranch, CA

December 15, 2010 to Present

  • Primary duty is to insure that all SLA's are meet
  • Lead in aiding and troubleshooting of all corporate workstations and remote locations
  • In charge of the creation, quality assurance and the deployment of all workstations, POS Systems and peripherals
  • Project lead for Quality Assurance and testing of Oracle Pos 13.2 registers going out
  • Project lead for the time pc software rollout for 500 plus remote locations
  • Project Lead for Cherry Keyboard and 2D scanner rollout for 500 plus remote locations
  • Responsible for the maintenance and creation of all training and knowledge base documents.
  • Acts as the liaison between peers and upper management
  • Lead in escalated issues with Oracle POS 13.1 and Oracle POS 13.2
  • Aide in providing upper management with call metrics reports
Help Desk Analyst, Confidential, Foothill Ranch, CA

May 5, 2006 to December 15, 2010

  • Provide quality desk side and/or phone support to over 2000+ end users
  • Accurately track all calls into Track-it ticketing systems
  • Designated as the executive support analyst for CIO, CEO, CFO, SVP, VP, and their administrators.
  • Responsible for configuring, staging, testing and packing all new POS Equipment for over 500+ stores
  • Utilize Active directory to create and support end users network requests
  • Assigned to managed ghost server and insured that all ghost images are current with all new software needed for each individual employee, stores and remote users
  • Provided weekly feed back to Help Desk Manager regarding top issues.

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