Helpdesk coordinator Resume Alpharetta, GA - Hire IT People

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

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

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