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Help Desk Analyst Resume

Richmond, VA

SUMMARY:

To secure a computer networking position within a company that will utilize my skill set and opportunities for advancement, as well as the ability to work well with others to benefit the organization and it community partners.

SKILLS:

Adobe, TCP/IP, MS Office (Excel, Word, Outlook), VISIO, HTML, LAN/WAN, Java, JavaScript, SQL, FTP, Linux, Windows Vista/XP/Windows 7

EXPERIENCE:

Confidential, Richmond, VA

Help Desk Analyst

Responsibilities:

  • Provide high - level administrative duties including scheduling and tracking resources.
  • Analyzes problems and provides information/solutions.
  • Operates a PC/image station to obtain and extract information; documents information, activities and changes in the database.
  • Provide technical phone support to Confidential Blue Cross Blue Shield Members: password resets, email issues, & general problem-solving with various software programs
  • Thoroughly documents inquiry outcomes for accurate tracking and analysis.
  • Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner.
  • Researches and analyzes data to address operational challenges and customer service issues.
  • Provides external and internal customers with requested information.
  • Uses computerized systems for tracking, information gathering and troubleshooting.
  • OS troubleshooting (Windows 7 & Mac OS)
  • Responsible for answering customers calls (50 -70 per day)

Confidential, Richmond, VA

Technical Support Specialist

Responsibilities:

  • Track incoming/outgoing correspondence via PAC2000 (Remedy) workflow system; used also to escalate issues to other departments within Technology Services
  • Provide technical phone & desktop support to Confidential advisors & staff to include: password resets, email issues, & general problem-solving with various software programs
  • Network connectivity issues (network drive mapping, printer mapping, driver updates, etc.)
  • Malware, Virus & Adware removal
  • OS troubleshooting (XP, Vista, Windows 7 & Mac OS)
  • After hours market hours support (addressing PC/Mac connectivity, Blackberry, media cabinet & LCD projector issues via phone)
  • Hardware & Software installation
  • Application support (i.e., Microsoft Office (MS), Smartstation, Uniphi, etc.)
  • Responsible for Key Performance Indicators such as Hold, Talk Time, Schedule Adherence

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