IT Help Desk Resume Profile

SUMMARY: Offers 10 plus years working experience in various fields such as sales, front desk and IT help desk operations, and education. With the hard work and dedication to the job, it would benefit any companies' success.

SKILLS:

Languages : Java, C, C , and SQL
Internet Technologies : Java Servlet, JSP, HTML, CSS, XML, XSLT, Java Script
Databases : MS SQL and My SQL
IDE Tools : Visio 5.0, Eclipse for Java, Code Worrier, and Txt pad.
Operating systems : UNIX Solaris 2.6 , MAC, MS-Windows,
Trouble Shooting ticketing systems : Eagle, Peregrine, hp service management, Clarify, Vulcan
Help Desk: Active Directory, mobile devices, MS Suites, Citrix, VPN, webex, Tandem, Pega,
Mainframes: I-series, z-series, OMVS, RACF, ACF2
QA tools: HP Quality Center, Base24, detail oriented

EXPERIENCE:

Confidential

IT Help Desk l2 and l1

Answers, incoming help desk inquiries via live chat, tickets and calls working on requests for assistance from internal clients and venders with hardware, software, Mainframe, requests, and other computer related technologies. I reset passwords, help people to get on their networks from home, threw VPN and Citrix and with the use of an RSA tokens. Worked with 100's of applications which include, Microsoft standard desktop applications including Word, Excel, PowerPoint, Exchange, and Outlook. I am in charge of processing and maintaining requests, and training for the passwords. In addition, I help train the new people when they are live on the floor.

Confidential

ATM UAT Tester

I was part of a team that would test and certify ATMs before they went live. How we did this was by writing and executing UAT tests scripts from HP Quality Center to figure out if the ATM complies with specified hardware and software requirements. If it did not met the requirements or there was an error I would open tickets in HP Quality Center to get the error resolved. I would also load the images to the ATMs and maintain the ATM cards with in the lab. Worked over 4 different brands of ATMs: Wincor, Diebold, NCR, Hyosung

Confidential

IT Help Desk I -- Contract

Answers, incoming help desk inquiries and requests for assistance with hardware, software, Mainframe, networking and other computer related technologies. I reset passwords, helped people get on the network from home, threw VPN and Citrix and with the use of a RSA token and other basic help desk tasks with internal clients Worked with applications such as, Microsoft standard desktop applications including Word, Excel, PowerPoint, Exchange, and Outlook. I worked with P1 issues. I also trained people, and during a typical day I would get 30- 40 calls in a 24x7 work environment.

Confidential

IT Help Desk II --- Contract

Worked the refresh project Refresh project, help desk update equipment is listed as out of warranty such as servers and pc terminals. Responsibilities Implemented and build new software, assisted clients with software, re-imaged machines, data entry, and worked off a ticketing system to do help desk support.

Confidential

Office Work

Managed clients including scheduling, accounting, customer service, and researching. Created and maintained spreadsheets, data consulting, as well as computer troubleshooting. Preformed any clerical duties required.

Confidential

Point of Sales

Responsibilities Provided Customer Service including ringing out purchases via cash, checks and credit transactions, straighten and stock shelves.

Confidential

IT Help Desk II --- Contract

Worked on migration project converting Washington Mutual inventory to JP Morgan Chase. Responsibilities Implemented new software, assisted clients with software, re-imaged machines, data entry, worked off a ticketing system to do help desk support to the branches.

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