Help Desk Analyst Resume
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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