Technical Support Analyst Resume Profile

Summary of Qualifications

Highly organized and detail-oriented professional with over 10 years information technology experience
Software consulting/training help desk application support and technical support experience
Experienced in training and utilizing integrated systems or ERP applications involving Financials Human Resources Payroll Inventory Record keeping and Student records
Experienced in resolving complex problems through advanced analysis of the applications involved
Proficient at translating technical issues into understandable terms for non-technical users
Dedicated and focused able to prioritize and complete multiple tasks and follow through to achieve project goals
Self-motivated with excellent research and writing skills
Flexible adaptable to change very enthusiastic and eager to learn new concepts and technology
Independent practical professional who is willing to travel

Technical

Software HRMS ERP systems Sungard Banner Datatel Colleague Microsoft Office 2007/2010
Operating Systems Windows 2000 Windows XP Windows Vista Windows 7 Unix
Email Windows Live Outlook GroupWise Lotus Notes
Issue Management Remedy Track-It Merant Tracker Serena TeamTrack
HITECH certification EHR Electronic Health Record Technical/Software Support Staff

Work Experience

Confidential

Technology Support Specialist

Provide Human Resource Management System HRMS training and application support for 115 Local Education Agencies LEAs or school districts in North Carolina
Responsible for developing the training plan for HRMS
Responsible for curriculum development coordinating training delivery of training
Collaborate with the LEAs to modify training activities and tailor training to meet their needs
Design and develop training materials and help documentation
Update content on the HRMS communication website
Provide application support for the NC School Jobs website which serves the general public
Responsible for logging tracking and resolving customer reported problems
Provide support for internal projects as directed by management

Confidential

Technology Support Specialist

Provided application support for systems used at the 58 community colleges in the following areas Human Resources Payroll and Finance Financial Aid and Accounts Receivable
Duties included application support resolving data errors resolving system setup issues software installation questions and software technical support
Responsible for logging tracking and resolving user reported problems
Performed research using available system tools to aid in resolution of application and technical support issues

Confidential

Software Consultant Banner HR

Provided system training and consulting to clients world-wide
Supported project implementation through a combination of on-site delivery and remote options
Responsible for assisting clients with establishing and executing project plans
Collaborated with project managers account managers and colleagues during implementation
Developed and maintained working relationships with clients administrators project leads technical staff and end users

Confidential

Computing Consultant Banner HR Project Lead

Project Team Lead for the implementation of Banner HR information system
Developed project plan and scope
Assisted with data conversion for load into new system
Documented new business processes
Responsible for creating user manual and training materials
Provided weekly user training
Coordinated project activities with consultants and appropriate university staff

Confidential

Technical Support Analyst

Confidential

Computing Consultant Help Desk Coordinator

Performed network administration and support
Created new email accounts and maintained existing accounts
Resolved TCP/IP conflicts and other network connectivity issues
Coordinated requests for PC replacement parts with various vendors
Performed hardware/software installations and configurations
Managed recruitment and training of new employees
Coordinated Help Desk activities including staff meetings work schedules and assignments