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Help Desk Analyst Resume

SUMMARY:

Technically sophisticated information technology professional with extensive experience supporting hardware/ software systems and equipment upgrades. Solution oriented, highly analytical, and resourceful candidate with over ten years experience with customer service, desktop support, and network administration. Reputation for excellent communications and diagnostic skills, consistently solve problems, productivity, complex problem resolution and professionalism.

TECHNICAL SKILLS:

Operating Systems: DOS, Microsoft Windows versions 3.11, 95, 98, NT, XP, 2000, 7 and 8

Software: Microsoft Office Suite (Word, Excel, PowerPoint, Access) Outlook, Lotus Notes, Remedy, Oracle, FACETS, Safari, Chrome, and Internet Explorer

Additional Tools: DHCP, WINS, DNA, Active Directory, TCP/IP, VPN, Remote Desktop Network designs of routed and switched networks involving LAN, WAN, and dial up access services, Norton Firewall and Ghost, LAN Manager, McAfee/ Norton Virus Protection Utilities

PROFESSIONAL EXPERIENCE:

Confidential

Help Desk Analyst

Responsibilities:

  • Dispatch field technicians for unresolved inbound call requests
  • Proactively configure customer LAN, PROXY, and wireless setting
  • Reset user name and password for Confidential network access and email
  • Provide end user training for LAN/WAN and Wireless usage and basic computer functions
  • Documented help desk tickets/resolutions, and provided overall assistance in daily administration
  • Inbound call center help desk support for troubleshooting with internet cable and telephone issues

Confidential

Customer Account Executive Representative

Responsibilities:

  • Inbound call center for Confidential insurance
  • Quote benefit premiums payment posting and account resolution
  • Proactively identify problematic accounts to senior management
  • Assist members with insurance inquiries for deductibles premiums and coverage

Confidential

Help Desk Analyst

Responsibilities:

  • Answer Remedy Ticket request as submitted to evaluate technical issues
  • Troubleshoot network connectivity, hardware, software applications data, and user permissions
  • Provided computer help desk support and technical training on hardware/software to end users
  • Performed diagnostics and troubleshooting of system issues and documented help desk tickets/resolutions
  • Provided local and remote desktop support for corporate headquarters and satellite locations nationwide
  • Remote desktop administration for any problem across offices related to Microsoft Windows Operating Systems

Confidential

Technology Applications Specialist

Responsibilities:

  • Installed Ricoh multi functional, printers scanners fax machines desktop and laptop computers
  • Provide end user training in printers, scanners, MS Office usage and basic computer operations
  • Delivered, set up, and networked large computer systems on Windows 95, 98, and XP statewide
  • Provided end user software training on an individual and group basis on site at customer location
  • Assigned customers valid ID, user codes, and permissions for machine authentication as necessary
  • Networked Ricoh multi functional machines based on customer site survey and protocol requirements

Confidential

Pre - Certification Specialist

Responsibilities:

  • Inbound and outbound call center for subscriber, provider, and hospital inquiries
  • Processed and Coded UB92 and HFCA 1500 claims with adjudication as necessary
  • Extensive knowledge of ICD 9 medical procedure, diagnosis codes, and hospital revenue coding
  • Provided Pre Approval of medical procedures and hospital stay that meet covered insurance criteria
  • Extensive knowledge of claims, inquiry, enrollment processing on platforms for FACETS, FLEXX, NASCO, TRMS
  • Moderate understanding of ICD9 coding, CPT coding, medical terminology and the Confidential standard operating procedures
  • Certified training: HIPAA, Security Awareness Training, Code of Conduct and Compliance, Emergency Preparedness, Fraud and Abuse, and Sarbanes Oxley

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