Help Desk Analyst Resume

SUMMARY

Excellent human relation skills with years of Customer Service/ Help Desk experience
Enthusiastic, dependable, and masters new tasks quickly
Ability to work well under pressure and adapts easily to rapid changes in work volume and content.
Demonstrated effectiveness in a team yet maintains a self - directed work style and works well independently.
OS Support: Windows XP and 2K
Knowledgeable of Internet and networking protocols, Remote access and VPN support, Internet browsers, HTML, Outlook.
Proficient in a diverse range of software products including but not limited to the following: Microsoft Word, Excel, Power Point, McAfee, Enterprise Software: SMS: Lap Link. Help Desk tracking software: Remedy, RightNow and Service Desk.
Proficient knowledge of distribution and security groups, Active Directory and Outlook.
Knowledgeable in IPCheck and system monitoring.
Proficient in JDE security and menu design.

PROFESSIONAL EXPERIENCE

Help Desk Analyst

Confidential

Responsibilities:

Provide support through incoming calls, emails and faxes for over 400 customers.
Utilized RightNow software to enter and monitor IT tickets.
Worked extensively with Outlook to reorganize distribution groups.
Extensive work in AD and domain consolidation, including share file security.
Provided on-call after hours assistance on a rotating eight week cycle.
Worked closely with infrastructure team on maintaining stability throughout production and testing environments.
Provided first level support to JDEdwards users as needed.
Worked on JDE upgrade including menu security.
Achieved and maintained a 4.89 satisfaction level on user surveys.

Help Desk Analyst

Confidential

Responsibilities:

Provide support through incoming calls, emails and faxes for over 10,000 internal global customers, which require the use of translation services and contacting other helpdesks, when needed.
Deliver optimum customer service to our customer by quickly and accurately diagnosing and troubleshooting the issue, thoroughly documenting and communicating with supplier teams in order to reduce down time.
Assist with the Knowledge documentation project, as requested.
Provide coverage in any area as requested by management which includes various queue and voicemail support.

Resource Coordinator

Confidential

Responsibilities:

Identified issues and delegated tickets to technicians based on problem and availability
Utilized Asset Management through the use of Altiris software
Quality checked tickets in an end of month process and made modifications to ensure accuracy.
Assisted Confidential Helpdesk in Costa Rica with ticket resolution, as needed. This included VPN, Internet Connectivity and desktop support and re-imaging.