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Tier 1 Help Desk Analyst Resume

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Falls Church, VA

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SUMMARY:

  • Professional with 13 years of proven experience in accounting and customer service.
  • An innovator with creative skills and experiences to improve overall business processes.
  • Highly motivated individual with proven organizational, analytical, communication, and leadership skills.

PROFESSIONAL EXPERIENCE

Confidential, Falls Church, VA

Tier 1 Help Desk Analyst

Responsibilities:

  • Provide first call resolution creating tickets in Remedy Incident Ticketing.
  • Provide customer service on multiple health insurance exchange applications and systems in the production, implementation, deployment and maintenance phases.
  • Respond to incoming inquiries, telephone and/or written, from healthcare providers, government officials, key stakeholders and IT vendors.
  • Provide password resets via phone and/or emails for agent/brokers, and issuers using EIDM system.
  • Research and resolve inquiries in a professional, timely, and accurate manner.
  • Escalate all Tier Two and Tier Three inquiries and issues, based on document processes, policies, and procedures, to the appropriate help desk.
  • Document all inquiry activities in the appropriate reporting systemProvide responses to inquiries in writing.
  • Follow up on all Tier Two and Tier Three escalated inquiries.
  • Knowledgeable in all major Confidential HOS operating systems.
  • Identify processing deficiencies and initiate corrective actions.
  • Train temporary and seasoned employees on systems and policies.

Confidential

Accounting Assistant/Help Desk

Responsibilities:

  • Answer phones, schedule appointments, and file inquiries for tax returns.
  • Respond to client and government inquiries.
  • Research tax issues relating to taxable transactions and deductibility.
  • Track and resolve outstanding Accounts Receivable issues.
  • Provide computer help desk support with end - users.
  • Identify, isolate and repair computer equipment showing wear and tear as well as during preventative maintenance routines.

Confidential, Orlando, Fl

Repair Tier II Technician, Repair Department

Responsibilities:

  • Provide first call resolution over the phone; troubleshooting using appropriate LEC ticketing system (Bellsouth, SBC, and Verizon) to resolve issues for residential and business customers.
  • Documents, tracks, and monitors all help desk interactions to ensure a timely resolution and maintains thorough communication with the user until the repair request can be closed.
  • Assist Network Operating Center by providing technical support for T-1 dedicated business lines.
  • Researches questions using pre-documented instructions and guidelines to perform the functions of the repair job and quickly escalate problems that require urgent attention or senior-level support.
  • Configure customers DSL via Netopia router once they’re unable to get online.
  • Help customers setup email via Outlook and Outlook express.
  • Construct voice mailboxes and reset passwords via MCI technology system.
  • Load prepaid customer’s long distance minutes via Telefyne system.
  • Add customer’s long distance via Qwest Remote Control system.
  • Verify customers account by their name & last four digits of social security number.
  • Receive payment for invoices and new accounts.
  • Troubleshoot cellular phones for discrepancies and resolve the problem(s).
  • Activate phones, setup voicemail, reset voicemail passwords, and power cycle phones.

TECHNICAL SKILLS

Applications: Microsoft Word 2007; Microsoft Excel 2007; Microsoft PowerPoint 2007; Microsoft Office 2007; Active Directory; TCP/IP; Cisco Router 2600; LAN/WAN; Citrix; Axys; Verizon GUI; Taft; Footprints; RIO; MCI; Qwest; BMC Remedy Mid Tier 7.6 and 8.1Ticketing System;

Operating Systems: Windows 2000; Windows 2000 Server; Windows XP; Windows 7; Linux; Redhat Linux; Cisco; SQL;

Database: Microsoft Access 2005

Programming Language: Visual Basic

Skills: PeopleSoft; Eudora Pro; 55 WPM; 10 Key by touch; Data Entry.

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