Enterprise Help Desk Analyst Resume

SUMMARY:

IT Professional with highly developed communication and organizational skills along with a proven record of for service delivery in a variety of environments. Possess the ability to foster strong personal and working relationships with clients, superiors, and colleagues.

TECHNICAL SKILLS:

OPERATING SYSTEMS: Windows 98, Windows XP, Windows 2000, Windows Vista, Windows 7, Windows 8, and Macintosh OSX, Mac Book Pro

PROFESSIONAL EXPERIENCE:

Confidential

Responsibilities:

Demonstrating excellent customer service while assisting end users on the phone and resolving issues within a timely fashion
Maintain a professional tone in the work environment and a friendly demeanor
Create a ticket for every call even misdirected or hang - ups
Password resets and Access Point Resets
Dell, Macintosh, Mac Book Pro, Ipads, Ipods, Iphones, Smart phones, tablets, Blue Ray Players, Apple TV, Blackberrys, Nook, and Kindle (fire)

Confidential

Enterprise Help Desk Analyst

Responsibilities:

Track all phone calls with Remedy ticketing system, and close out completed tickets or assign them to different departments for follow-up
Provide support for Boeing travel expense services.
Answered verbal and written inquires for auditing and process purposes.
Assist travelers with creating expense reports for routing and processing including all receipts of all invoices, sorting expense reports with appropriate travel authorization
Assist travelers with credit card and outstanding expense reports reconciliation and various other travel expense service related procedures
Use VPN and remote access tools helping end users with expense reports.

Confidential

Technical Support

Responsibilities:

Answer inbound calls for customer service
Troubleshoot internet connections for hotel guest around the world
Provide a friendly and positive attitude while demonstrating initiative
Averaged 40+ calls phone calls/tickets per day helping end users with obtaining a wireless connection and internet access

Confidential

Structural Information Examiner

Responsibilities: