Help Desk Support Resume

Technical Summary:

Software/Server:
Microsoft office, Windows 7, Windows XPSQL and UNIX server, Citrix Server, Active Directory, Microsoft 2000 server, Facets, Remedy,

Computer Languages:
COBOL, Basic, RPG, AS400, SQL, HTML

Employment:

Confidential,
Web Analyst

Support Providers, Members, Employers, Employees and Brokers with online access,
troubleshootingweb issues.
Resetting passwords/desktop support
Setting up user accounts, facets modules, investigating plans not showing up
Identifying broken links
Trouble ticket system-Remedy
Identifying web browser compatibility (Mac safari) FireFox, Google Chrome, IE8,

Confidential,
Help Desk Support

Phone/Desktop support to all end users.Admin assisted when needed.
Password resets, adding new employees to the system and creating login access ability to installing software, setting up pc, laptops, installing network printers.
Added new employees to Microsoft email accounts through active directory
Monitor andmaintained upgrade citrix servers.
Shadow users.
Troubleshoot pc, laptops issues with servers
Fresh install on new laptops and pc

Confidential,
Care Guide Coordinator

Inbound/outbound calls, pre-certification for surgeries in patient procedures.
Direct calls to proper departments.
Disease management survey Search for medical and primary care physicians.
In/out of network hospitals.

Confidential,
Database Operations and Support

Monitoring applications and database for Sirius Satellite sites.
System status monitor (IT Manage) for production system status.
Remote desktop connection.
Email alerts for CM’s load balance and connectivity issues.
Establish non- working down sites.
Stopping and starting SMS.
Using ticket system portal, sending email to tier 2 support to connect with the bridge.

Confidential,
Customer Service Representative

Assisting customers with billing issues, phone upgrades, tier 1 support common questions, changing phone plans, lost or stolen phones, suspended phones, payments, ordering new equipment for customers, porting in, changing numbers, re-rates, prorates, contracts, manually programmed roaming list into handset, cid/bid lookup, esn changes, reset voicemail passwords, credits and adjustments.

Confidential,
Traffic Operations

Incoming 411 calls, international dialing, directory assistance.

Confidential,
Test Writer

Prepared and planned test case procedures for lab analyzers.
Used SQL to create queries
Ran UNIX script.

Confidential,
Software Validation

Quality System Regulation Development of production of Medical Device Software.
Worked on AS400 and BPCS programs
Developing the validation project plan and its corresponding report
Developed test protocols, performing test execution, gathering data, and organizing data and developing conclusions for test reports.

Confidential,
RPG Programmer

Programmed using RPG on AS400 System.
Worked with SQL statement responding to Genny net orders.
Internet distribution for Genny-net.
Worked with queries on the AS400 system on a daily basis.
Modified programs and compiled programs.
Ran reports using BPCS and AS400 system for all departments.
Queuing print jobs.
AS400 Operational commands.
Listing Activities.
Starting and stopping print jobs or put them on hold.

Confidential,
Digital Analyst Support

Working with a wide range of digital cameras.
Identifying Connectivity issues with device conflicts.
Troubleshooting modems, card adapters for Kodak software.
Assisting customers with a variety of issues, Windows 95, 98 and NT.

Education: Confidential

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