Helpdesk Analyst Resume Jacksonville, FL - Hire IT People

OBJECTIVE

To secure a challenging Production Support SME - Associate position where my Bachelor of Science in Information Systems Security, over three years of enterprise environment application support in a financial organization and extensive customer service experience will be utilized.

PROFESSIONAL EXPERIENCE

Confidential, Jacksonville, FL

Helpdesk Analyst

Responsibilities:

Responsible for assisting Confidential business partners and employees with resetting employee network mainframe and encryption passwords over the phone, with general inquiries, maintenance, and repair of proprietary wealth management applications over the phone.
Utilized Active Directory information for authentication of callers and reset VPN tokens and pass codes.
Reset Virtual Machines using VM Ware inside of a Server 2008 terminal services session.
Utilized remote control tools such as Dameware and Support Center to troubleshoot and resolve password, application, and network connectivity issues.
Assisted high producing business partners with timely technical support to ensure their ability to be profitable and productive
Assisted end-users with Outlook 2007 and 2010 setup and configuration
Ensured end-users functionality with archived important client e-mails through troubleshooting and repairing Outlook files (i.e. .OST & .PST)
Resolved PC related user profile issues by rebuilding user profiles and restoring profile settings.
Assisted end-users with mapping network drives and network printers.
Assisted end-users with Telephony issues such as resetting voicemail passwords through internal VOIP system.
Assisted highly mobile end-users with e-mail functionality through the Good for Enterprise mobile application and Boxtone Mobile Device management software platform .

Confidential, Jacksonville, FL

Helpdesk Analyst

Responsibilities:

Assisted end-users with remote connectivity to corporate network and resources using Cisco based VPN and secured external website.
Assisted end-users with troubleshooting hardware based peripherals such as monitors, keyboards, and mice.
Assisted users with placing requests for additional Access, IT resources, and Telephony services through internal ordering systems.
Assisted end-users with saving all important and pertinent information to network drive for migration to Windows 7 Operating System.
Assisted end-users with software deployment issues using CA-7, Tivoli Endpoint manager, etc.
Assisted end-users with first level support for all Microsoft Office Suite Applications.
Worked closely with 2 nd Level support and various support teams to find resolutions for end-users.
Provided Desk side Desktop support to on-site software developers performing installation of necessary and departmental approved software.
Provided Desk side Desktop support to on-site Mainframe Engineers performing installation of necessary and departmental approved software.

Confidential, Jacksonville, FL

Help Desk Analyst

Responsibilities:

Responsible for taking inbound calls regarding technical and non-technical issues regarding electronic medical record system (EMR).
Assisted Baptist Health employees with resetting network passwords utilizing Active Directory and Console One from Novell.
Documented issues utilizing a SharePoint based system known as Method M.
Assisted end-users with configuration and troubleshooting for Outlook 2007 and 2010 e-mail clients.
Logged all technical issues using the HEAT ticketing system.
Dispatched on-site clinician and physician support staff to assist with hardware and EMR training issues.
Reset proprietary single-sign on network credentials and passwords utilizing Citrix based web console.
Utilized remote control tools such as Dameware to troubleshoot and resolve password and network connectivity issues.
Provided Desktop Support to nurses and clinicians involving configuring standard desktop software.