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Senior Help Desk Analyst Resume

Newton, MA

GENERAL OBJECTIVE:

To manage and provide quality technical support with a high degree of customer satisfaction, technical expertise, and timeliness.

WORK EXPERIENCE:

Confidential, Self Employed

Owner/OperatorTechnical Consultant
January 2002 - Present

Nature and scope of position:

  • Providing professional hardware/software computer, technical and training support to individuals, small businesses and non-profit organizations.
  • Established service level agreements involving remote tech support as well onsite.
  • Research, customize & install hardware/ software platforms per client needs.
  • Troubleshoot and train end-user community via remote control and video conferencing as well as updating client servers, desk/laptops with OEM service packs.
Confidential

Senior Help Desk Analyst III/Supervisor/Technical Lead

Seattle, WA January 1999 - November 2004

Nature and scope of position:

  • All responsibilities listed below as Helpdesk Analyst III
  • Direct report to CIO of Technical Services
  • Manage escalated issues
  • Interview potential candidates for Helpdesk positions
  • Coordinate efforts with outside vendors for end-user support
  • Manage & direct overall operations of Helpdesk activities
  • Coordinate office closures
  • Providing technical assistance by supervising and or assisting in opening of collaborative ventures between headquarters and other non-profit agencies
  • Managing print/hardcopy functionality for entire organization
  • Direct support of Board of Trustees members technical needs
  • Train and supervise junior members of Helpdesk
  • Resolve escalated issues
  • Interview potential candidates for Helpdesk positions
  • Act as liaison between Helpdesk and Human Resources re: employee relations issues
  • Assist in the coordinating efforts with outside vendors for end-user support
  • Work in a team environment with other members of the Technical Support group to provide expert and creative solutions to user problems
  • Ensure user satisfaction and productivity
  • Coordinate user and support issues among Casey Family Programs sites to ensure timely distribution of knowledge and positive impact on user satisfaction and productivity
  • Research, resolve, and respond to complex questions received via telephone calls, electronic mail, printed requests or escalations, and provide support on electronic services, in accordance with current standards
  • Acquire and maintain knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users
  • Attend training sessions offered within the group and assist in training workshops
  • Perform follow up on customer interactions to assure issues were resolved to the end users satisfaction
  • Hands-on desktop support of end-user hardware/software. DELL/Compaq/Gateway/Hp laptops & desktops. MSOffice suites, MS OS platforms - Windows 95/98/2K/XP. Network configuration of DNS, DHCP to acquire LAN/WAN. Remote support using Timbuktu/Carbon Copy/VNC/PC Anywhere to configure/reconfigure & troubleshoot end-user specific profiles/OS/connectivity and printing functions.
  • Use of SMS to update and configure existing desktop/server OS platforms to ensure MS compatibility & functionality.

Confidential
Technical Support Analyst/Lead
October 1996 - January 1999

Nature and scope of position:

  • Provided technical support to Clients and Technical Support Analysts to ensure client satisfaction
  • Provided direct resolution of issues that could not be resolved over the phone
  • Engaged and maintained an open level of communication with management by providing feedback, recommendations, and innovations on improvement of client services
  • Ensured proper escalation procedures were being adhered to within department
  • Acted as primary interface to the end user for the resolution of problems and support requirements of a more detailed nature, which included providing "hands-on" assistance when necessary
  • Attended formal training in systems software administration, hardware configuration, operating systems designs, software administration and programming languages
  • Performed the installation and maintenance of system software packages
  • Assisted clients in interfacing their applications systems with system software packages
  • Tested, debugged and assisted in modifying new or existing in-house system software packages
  • Assisted in the development, rollout, and maintenance of standardized Graphical User Interface and in the standardization of system software setup and installation
  • Acted as liaison between client and network services assuring escalation to appropriate support department to ensure resolution of client needs
  • Researched, tested, and documented LAN operating system and application software products and associated peripheral hardware
  • Assisted in maintaining configuration data on network software and hardware
  • Performed system installation, maintenance and configuration support in accessing and creation of databases
  • Installed and tested operating system procedures to support database use and management
  • Updated reference materials necessary to increase productivity of client base support
  • Played active role in project implementation as directed by Technical Lead and Project Managers
  • Supported the remote distribution and maintenance of the system and application software throughout the network (LAN, WAN, or enterprise)
  • Assisted with backup/recovery and security functions in a complex network
  • Supported the integration of workstation peripheral hardware (such as printer, modems, scanners, etc.) with vendor-supplied or custom-developed software
  • Maintained configuration data on network software and hardware
  • Direct/indirect support of 2500+ users nationally/internationally via hands on & remote support.

Confidential

Computer Superstore Technical Manager

Culver City, CA. July 1993 - August 1996

  • Nature and scope of position:
  • Managed overall operations of technical department
  • Used troubleshooting skills and provided hardware and software assistance to corporate and retail customers
  • Built and repaired IBM compatible computer systems
  • Repaired and configured peripheral devices such as laser and dot matrix printers, desktop scanners and multimedia hardware
  • Manipulated all MS DOS and Windows 3.1/95 software applications
  • Supervised training of technical personnel
  • Coordinated delivery of equipment, and setup

Confidential

Satellite/Telecommunications Specialist

July 1980 - July 1984

  • Nature and scope of position:
  • Transmitted and received highly classified and unclassified information via satellite and microwave communication links with use of encryption
  • Maintained communications between European military bases and the U.S.
  • Trained both military and civilian personnel on standard and new equipment
  • Supported communications for airborne command flights during global exercises transmitters and receivers designed specifically for military encryption.
  • Motorola microwave/infrared sub-stations land based transceivers
  • Supported and assisted in RADCOM (radar communications) for European theater
  • Assisted in gathering tactical data during REFORGER 1980 - 1983
  • Provided technical assistance for base communications
  • Operate and maintain General Dynamics, UNIX & SUN systems computer-based data processing systems for communications
PROFIENCY WITH THE FOLLOWING EQUIPEMENT:
  • Compaq & DELL servers, Compaq/IBM/TOSHIBA/APPLE-MAC/DELL Pentium desktop and laptop computers
  • Compaq EVO laptops and desktop series LAN based multi-drive application and printer servers
  • DeskJet, LaserJet, Mopier, printers and plotters, printer/copiers with internal/external Jet Direct interfaces for LAN connections
  • Backup devices such as Zip, Jazz, tape, DAT and CDROM/DVD Writers.
  • Optical character recognition and graphic scanners
  • DataTech computer graphic generators
  • Sony inch, , and VHS videotape editors/players
  • Sony studio /field cameras
  • Multi-level audio mixer designed for television news broadcasts
  • CISCO router and hubs

EDUCATION:

Computer Science

REFERENCES:
Available upon request

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