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Helpdesk Coordinator Resume

Alpharetta, GA

OBJECTIVE
Information Technology Position in Helpdesk Support

EDUCATION
Bachelor of Information Technology inComputer Information Systems

SKILL

  • Programming:Beginning level programming in C++, Visual Basic
  • Database: Beginning level SQL,AS/400 I Series Mainframe, Active Directory
  • Networking: Telnet, TCP/IP, DHCP, DNS,NT Workstation, Peer to Peer, remote desktop, net meeting, Remote-to live, RDP, VNC, VPN, Bomgar, Dameware, wireless printing
  • Operating Systems:Windows XP, Window NT, Windows 7,Windows 98
  • Vista, windows 2000, Apple OSx, with Windows 2003 and 2008 servers, SharePoint
  • Office Resources:Microsoft Office Suite 2003-2010, MS Exchange, Citrix 4.5, Owa
  • Call Tracking tools:Microsoft CRM/BMC Remedy/ Clarify, Service Manager, Track it 8.1/8.5

EXPERIENCE

Confidential, Alpharetta, GA
Helpdesk coordinator 1 Present

  • Acted as the face of IT Services towards clients
  • Responded to requests for technical assistance by Instant message, phone, or email and logging the issue in a help desk management system.
  • Provided exceptional client services for all IT incidents
  • Opened, managed and coordinated in resolved incidents relating to network, applications, hardware, user management, etc.
  • Supported technical needs of end users across the entire ThyssenKrupp network
  • Reimaged failed PC using enterprise ghost software
  • Addressed failed password using Active Directory
  • Upgraded software from multiple servers to local machine
  • Addressed local machine issues using dos and local admin rights
  • Diagnosed server, citrix, telnet, and sap print queuesissues using SHE devices
  • Managed and configured thin client software for citrix customers
  • Escalated high prioritie issues to engineering department
  • Evaluated networks under the Cisco AS400 phone system
  • Created users and deleted user using Active Directory
  • Diagnosed /Addressed all Microsoft office suite failures and concerns
  • Setup new printer using DHCP and local print drivers

Confidential, Atlanta, GA
Desk side support Consultant -present

  • Diagnosedresidential clients PC’sor Macs.
  • Addressed PC failures by reimaging operating systems and any break fix need.
  • Upgraded pc’s to latest operating systems, or office suite
  • Evaluated/Diagnosed local network wireless connections and Rj45 connections
  • Organized Computer setup for new PC or Mac users
  • Responded to requests for technical assistance by phone or email 24/7

Confidential, Atlanta, GA
Kronos Support Specialist 2006-2010

  • Examined 15,000+employees on Kronos 4500 clock applications using window 2003 server
  • Maintained level II Kronos production support using clarify management and BMC Remedy orders
  • Systemized security setup, facility database maintenance and workforce attendance implementation,
  • Support users through live netmeeting sessions and Remote Desktop
  • Updated spreadsheets using Microsoft excel and other Microsoft suite applications
  • Ran SQL queries to pull live, test, and production data from database.
  • Acted first level of support for kronos time management
  • Respond to requests for technical assistance by phone or email and logging the issue in CRM/clarify
  • Provide consistent high level of availability and attainment of SLA

Confidential, Atlanta, GA

PC support / Deployment contractor2007-2008

  • Provideddesk side support to different vendor
  • Provided On calls pc deployment
  • Supported the domain name server and dhcp using window XP operating system
  • Upgraded routers and hubs for local retail stores across Atlanta
  • Upgraded computers for local banks after hour.

Confidential,
Helpdesk Support Specialist 2003-2008

  • Provided Technical Support service using basic Active directory
  • Supported the domain name server and dhcp using window XP operating system
  • Supported end users with contact management technologies.
  • Provided problem resolution, escalation, and call routing and database management for customer inquiries.
  • Support users through live netmeeting sessions and Remote Desktop
  • Respond to requests for technical assistance by phone or email and logging the issue in a Remedy.
  • Provide consistent high level of availability and attainment of SLA

Confidential,
Technical Support Representative 2003 -2005

  • Assisted with resolution of billing accounts issues for Bellsouth DSL customer.
  • Provided troubleshooting for modems, printers, faxes, switches, and routers.
  • Resolved issues in the areas of TCP/IP, LAN/WAN connections, file and printer sharing, DLL Files, through Win/XP, Win2000, Win/ME, and WIN/98 as well as desktop support issues.
  • Resolved email issues using Microsoft outlooks 2003
  • Support users through live netmeeting sessions and Remote Desktop
  • Respond to requests for technical assistance by phone or email and logging the issue in Remedy.
  • Provided end user education/training to assist user going forward
  • Provided consistent high level of availability and attainment of SLA

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