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Help Desk Resume

Little Rock, AR

SUMMARY:

MBA looking for executive assignment

TECHNICAL SKILLS:

Software experience: Java, HTML, SQL, java scripts, Lotus notes, Power Point, MS Excel, Pc anywhere, Confidential Access, Confidential Visio 2003, Confidential Project 2000, MS Project 2003, C (I either have samples or I can reproduce demos) and AS/400, Windows 2000, XP, ME, NT, 98, 95 UNIX, Linux, crystal reports, Foxpro, MS SQL 2008, MS SQL 2003, Oracle 9i, Confidential Active Directory, Exchange, Server 2000 and 2003, 2007 and 2010.

EMPLOYMENT HISTORY:

Confidential, Little Rock, AR

Help desk

Responsibilities:

  • Washing dishesSupporting production lineTrash removalCleaning for inspections etc.

Confidential, Las Vegas, NV

Help desk

Responsibilities:

  • Inbound calls tagged with service numbers hardware support
  • Warranty protection
  • Troubleshoot software
  • Troubleshoot peripherals

Confidential, San Antonio, TX

Help desk

Responsibilities:

  • Assisted callers with troubleshooting Windows 7, Vista, XP.
  • Assisted callers with troubleshooting network.
  • Assisted callers with media players.
  • Assisted callers with installation of software.
  • Assisted callers with hardware troubleshooting.

Confidential, Redmond, WA

Web hosting support

Responsibilities:

  • Assisted customers with their MS Exchange 2003 and 2007 configurations
  • Assisted customers with their Office Communicator configurations
  • Assisted customers with their SharePoint server configurations
  • Assisted customers with their MS SQL server 2008
  • Assisted customers with their Blackberry Enterprise Server accounts and configurations
  • Assisted customers with their Active Directory
  • Assisted customers with their network troubleshooting
  • Assisted customers with their IIS configurations
  • Assisted customers with their websites
  • Assisted customers with their XML coding
  • Assisted customers with their CSS coding
  • Assisted customers with their Html coding
  • Assisted customers via phone and remote support
  • Took 20 new calls a day and closed all the SR that I created minus the issues that were outages or server related I had no permissions to resolve

Confidential, Scottsdale, AZ

Technical support

Responsibilities:

  • Troubleshooting software application (web based, mainframe, stand alone) resetting passwords
  • High volume of calls internally and externally
  • OS/390, AS/400
  • ISO 9001 standard

Confidential, Tempe, AZ

Technical support (Software support)

Responsibilities:

  • Helping customers install proprietary software which includes Oracle or MS SQL
  • Troubleshooting crystal reports
  • Troubleshooting .NET framework
  • Supporting MS SQL server 2008.
  • Project management
  • XML coding
  • Installing and configuring virtual machines for test environments
  • Software testing
  • Troubleshooting Oracle instances and MS SQL databases
  • Troubleshooting software application
  • Configuring and troubleshooting Email to application
  • Supporting Devices that sync to the application
  • Supporting standalone applications
  • Using Fox Pro view data on standalone applications.
  • Using Entity relational diagrams and MS profiler to trace date on the front - end
  • Using SQL to view the Data on the back-end
  • Using SQL scripts to install modules
  • Creating license keys

Confidential, Scottsdale, AZ

Web support

Responsibilities:

  • Logging client information in a CRM (Customer relationship management)
  • Computer operator on windows XP
  • Clearing passwords
  • Troubleshooting customers who navigate the website
  • Printing support (shipment manifest)
  • Configuring printers (dot matrix and heat printers)
  • Troubleshooting Mac OSX, Windows 95, 98, 2000, NT, XP
  • There was a call flow in place.

Confidential, Tempe, AZ

Software test Lead

Responsibilities:

  • Installed/re - imaged Operating system
  • Working with no supervision
  • Installed software for setting up workstations
  • Troubleshoot client hardware
  • Replaced hardware such as NIC cards, modem, video cards and addition computer machines.
  • Drafting test plans, reporting bugs, completing check list and checking for overall quality of software.
  • Installed Windows XP, 98, 2000 in English and operating systems in different languages. Versions include French, Spanish, German, traditional Chinese, simple Chinese and Korean.
  • Used test methodologies to test software
  • Verifying documentation such as user guides
  • Using Confidential Excel to show progress and also to list bugs
  • Communicating with software developers to make improvements on the prototype. International phone conferences and Bug meetings.
  • Burned EPROMS (Converting hexadecimals to BIN files)
  • Work environment was a laboratory
  • Worked independent and reported to the development manager

Confidential, Phoenix, AZ

Call center/help desk

Responsibilities:

  • Troubleshoot DSL connection
  • Configured DSL modems to connect to the internet
  • Trouble shoot Wireless gateways
  • Configured Wireless connection
  • Used customer service and Communication Skills to troubleshoot.
  • Windows Operating Systems. DOS commands.
  • Troubleshoot routers and networking technology TCP/IP.
  • Reviewing documentation either hard copy or the web to solve customer issues
  • Help customer register user ID s and email
  • Troubleshooting Mac OSX, Windows 95, 98, 2000, NT, XP
  • Following through with customers questions to get the problem solved
  • In the call flow process we were required to touch certain points during the call such as stating who is receiving the call, retrieve the information relevant to find their account in the system database, how may you help the customer, at the end of the call ask them close with a scripted closing message.
  • Used web - based database to retrieve customer information

Confidential, Phoenix, AZ

PC technician/ helpdesk/ LAN

Responsibilities:

  • Replaced hardware such as NIC cards, modem, video cards and addition computer machines
  • Installed software for setting up workstations
  • Re - imaged PC s
  • Creating Crystal Report
  • Queries
  • VPN s
  • Installed Windows XP
  • Performs cost estimating, cost benefits analysis, and ROI (return on investments).
  • Assembled, analyzed, and represented customer business requirements, Performed feasibility analysis, scopes project, and recommends alternative solutions (such as to develop or buy software/hardware) and project strategy and deliverable prioritization.
  • Logging of all activities in Lotus Domino tracking system creating trouble tickets
  • Changing and resetting of passwords using Confidential Windows 2000 Advanced Server.
  • Performed troubleshooting for user names and password
  • Provided customer service to employees and customer
  • Troubleshoot windows 2000 and XP and anything physically or electronically connecting the LAN. taking ownership of an issue through its resolution.
  • This position was within the MIS dept.
  • Worked with MIS manager and the MIS team of network and system administrators.
  • My duty was to make sure the physical connection of the network was intact. I worked with Cisco routers and switches.
  • Maintenance hardware and printer
  • Changed printer cartridges for laser printers
  • Used AS/400 database for the change and resetting of passwords.

Confidential, Las Vegas, NV

Auditor

Responsibilities:

  • Developed and implemented statistical process controls as needed using tools and statistical techniques.
  • Develop monitor and report appropriate and effective metrics that monitor the effectiveness of assigned processes.
  • Participated in quarterly reviews and year - end audits with outside auditor.
  • Compliance auditing.
  • Accounting calculator used to tally totals.

Confidential, Las Vegas, NV

Call center/helpdesk representative

Responsibilities:

  • Provided customer service and tech support for the dept. of Dell and Earthlink
  • Troubleshoot client hardware
  • Configured Operating system
  • Manually configured Dial - up networks
  • Responsible for handling high volume of daily calls
  • Recognized as the best team member
  • Employee member of the month twice
  • Troubleshooting Windows 95, 98, 2000 and NT.
  • Following through with customers questions to get the problem solved.
  • In the call flow process we were required to touch certain points during the call such as stating who is receiving the call, retrieve the information relevant to find their account in the system database, how may you help the customer, at the end of the call ask them close with a scripted closing message.
  • Used Oracle and Alera database to retrieve customer information.

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