Help Desk Analyst Resume Livonia, MI - Hire IT People

SUMMARY:

Over 10 years Supporting Computer Systems and Microsoft training IT application strategies. An accomplishedcomputer technician with excellent datacall center supportfor small or large operations in various multi - platform infrastructure and four years multiple mobile technologies, I-pad, social media and Cloud computing. The ability to master changes in a fast pace environment and maintain up-to-date and hands on skills in the technologies, both hardware and software. Very knowledgeable of Internet infrastructure, protocols, Printer support, Cisco Phone, Avaya Phone support Android, Blackberry and Apple I-pad and the technologies that leverage it.Provide and delivery business goals and training development.

TECHNICAL SKILLS:

Visio MS Office 2007 and above

Kronos Workforce

CompTIA A+

MS Outlook/OWA

Basic Network TCP/IP

Cerner

Active Directory Systems Installation, Management

MS Office Excel 2010

Configuration & Upgrading

Active Directory

Nortel Call Pilot

SCCM

Power ChartNextGen

Health Quest

Lawson

Service Now/HEAT/

Remedy

Cisco Jabber

Stellar Customer Service

Patches & Updated Security

Remote VPN RDP

Remedy Ticketing

Zenworks remote connect

Cloud Environments

IDM User APP

PROFESSIONAL EXPERIENCE:

Confidential, Livonia, MI

Help Desk Analyst

Responsibilities:

Configuring of computer hardware, software, Phone, support (e.g. desktops, networks, email and Kronos Workforce Central), networks, printers and scanners.
Managed scheduled maintenance upgrades skills to diagnose and address problems with system hardware, software and connectivity.
Investigate, troubleshoot and resolve technical issues.
Familiarity with clinical Cerner products, applications.
Knowledge incident management and automatic call distribution tools.
Escalated technical medical issues as needed.
Skill with multiple channels of customer support (phone, chat, email, electronic forms) desirable.
Ability to engage in an empathetic and constructive dialog with an end user regarding problem solving or service requests.
Skillfully manages the perceptions of IS Support with professional listening and speaking skills.
Accurately determines the needs of the caller by asking appropriate and carefully constructed “Open” and “Closed” questions.
Competently with techniques for dealing with angry or upset customers

Confidential, Detroit, MI

IT Computer Technician Support

Responsibilities:

Remote installation and configuring of computer hardware, software, systems, networks, printers and scanners.
Managed scheduled maintenance upgrades.
Investigate, trouble shoot and resolve technical issues with computer software and hardware.
Provided Level 1 support for all authorized software and hardware users.
Dispatched Level 2 and Level 3 calls to Confidential of Technology support teams.
Escalated technical issues as needed.
Provided technical support to Wayne County employees including the sheriff, justices, contractors and customers on a 24 hours monthly rotating shift.
Served as the primary Windows server administrator to investigate, troubleshoot and resolve hardware/software issues.

Confidential, Bloomfield Hills, MI

Help Desk Advisory Technician

Responsibilities:

I was a Support Center Analyst large-scale IT call Center including those that involve core software, training end-users.
Excellent in Microsoft Word, XP, Windows 7, Excel, Power Point, iPad; iPhone; iPod; Mac Adobe CS2, Adobe Image Ready, & Adobe Acrobat and software program, including the management of 3rd party vendors.
Information security key FOB area of focus in computer security.
Experience with multiple ITSM solutions, including ServiceNow, serving as Confidential ’s client-focused resources.
Training end-users on multiple mobile technology, I-pad, social media and Cloud computing how to store contacts, calendars, photos, music, books, apps and more in the cloud and access them on all your devices.

Confidential, Pontiac, MI

Customer Sales Service Rep

Responsibilities:

Handled OnStar mobile subscribers worldwide, voice interactive services to its users, daily high call volume calls per day to provide customers emergency and roadside assistance, driving directions and other services.
All data created with computer ticket invoice system data entry response.
High volume call center.
Improved system security through setup network connectivity and ongoing maintenance of Security.
Researched, and implemented general license enhancements that improved system reliability and performance.
Worked across multiple departments on network operations including log-in procedures, network management software, permissions, printing issues, security and use of software.

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Help Desk Analyst Resume

Livonia, MI

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