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Helpdesk Analysis Resume

Birmingham, AL

SUMMARY:

  • An accomplished IT professional with demonstrated success in providing expert technical support in a diverse environment that focuses on the goals of the company and embracing them as his own.
  • Technology savvy self - starter, with the proven ability to lead small to large projects; adapts to a new environment and learns new technology. Possess a positive professional attitude and very good people skills.

PROFESSIONAL EXPERIENCE:

Helpdesk Analysis

Confidential, Birmingham, AL

Responsibilities:

  • Provide technical support for over 500 users in medical billing environment.
  • Monitor the ticket system for technical issue, related to network, server, pc issues and respond to them in a timely manner.
  • Responsible for providing desktop support, server support and network support.
  • Active Directory experience in create and manage user account, and assigning suitable file, application, printer access to users. Create distribution groups and ensure that each user is assign to their appropriate group. Manage computers groups, create and manage organizational units, and assign VPN access to users that have been authorization for remote access.
  • Purchase of computer equipment and maintain inventory.
  • Train users on new applications, processes and equipment.
  • Monitor the outage alert for critical issues.
  • VMware management - manages and supports the VMware cluster(s).
  • Proactively identifying security risks and act on them in a timely manner.
  • Assist users in data recovery.
  • Smart Phone, Blackberry, and iPhone device setup.
  • Create and Manage the Exchange accounts.
  • Manage virus and window updates.
  • VoIP setup and administration of Cisco Unified Communications Manager and Cisco Call Manager.

PC/HelpDesk Manager

Confidential

Responsibilities:

  • Managing the technical support for over 3400 users for the judicial system by performing a variety of complex administrative and technical functions for the operations and activities of the Information Services Division including personal computer coordination.
  • Provided and participated in hands on expertise and resolution on a regular basis as well as managing the Help Desk group, and served as the escalation point for the group.
  • Coordinated help desk support operations with other department leads in managing the implementation of help desk related service level agreement in compliance with industry standards to allow these teams to support internal and external customers.
  • Conducted annually performance evaluations for staff members.
  • Send out outage announcement when experiencing system issues.
  • Responsible for guiding the PC/Help Desk staff through new Projects and implementations.
  • Responsible for identifying and implementing “best practice” processes
  • Coordinated with staff, end users, and department managers to determine requirements for new or modified software and hardware and planned the replacement of desktop computers and laptops.
  • Assisted in the implementation of physical asset tracking procedures using office automation software and bar coding hardware.
  • Assigned tasks to other technicians to be completed in a timely manner.
  • Smart Phone support by making sure the device is comparable with mail server.
  • Coordinated network printer setup and configuration.
  • Proactively identifying security risks and reporting the risk to the security team.
  • Create procedures that will increase the performance of the PC Support group.
  • Coordinated pc hardware, operating system, and software installation, configuration, upgrades.
  • Monitor the imaging process for each department and make sure each image meet company standards.
  • Monitor the ticket system to make sure that technicians are responding to the issues in a timely and resolving the issues.
  • Perform other duties as required that is assigned by my manager.

Technology Lead

Confidential

Responsibilities:

  • Establish and maintains a standard of performance for the Technology team by providing leadership, and proactively seeking out opportunities for improvement.
  • Mentors and train junior specialist by performing as a leader and role model.
  • Coordinate the roll out of new projects and assure projects are executed in a timely manner in accordance with the Client's standard.
  • Participates in the planning of network systems and server projects including Change Management Requests.
  • Understand and enforces the company policies and follow all safety rules and regulations.
  • IP phone setup and configuration.
  • Technical Subject Matter Expert (SME) on all desktop applications and other functions vital to the success of the call center.
  • Demonstrates knowledge and experience and excellent customer service skills.
  • Assumes an active role in managing technical issues and assigns technicians tasks to provide technical services to the operational and support departments.
  • Provide support for Phone system, Cisco routers and switches, over 900 workstations and 7 servers.
  • Recommend and implement the necessary hardware and software changes to support the Client project.
  • Thorough understanding of LAN/WAN environment and the managing of each VLan pertaining to the project requirement.
  • Train staff on new applications, software and procedures.
  • Attend daily center leadership meetings to answer any Technology concerns, questions and system maintenance schedules.
  • Closely monitor the company ticket system. Create, modify and close change management records.

Technical Support Specialist

Confidential

Responsibilities:

  • Take on difficult task and complete them in a timely manner
  • Repair and replacement of PC, Server Components and printers as needed.
  • Create and Manage user and mail accounts.
  • Printer setup and maintenance in a network environment.
  • Provide expert level support for call center applications.
  • Maintain inventory control related to the Birmingham Call Center and responsible for the shipping and receiving of computer equipment.
  • Keep record of tapes backups and schedule weekly pickups for off-site storage.
  • Assist in Firewall changes, install of T1 and DS3 circuits, and configuring newly Cisco equipment.
  • Create and maintain images for each department
  • Work with client to make sure their applications are properly configured to the specific guideline.
  • Monitor the ticket system for any desktop or network related issues.
  • Patch servers and workstations with updated virus dats and window updates.
  • Investigate error messages in real time to determine the appropriate resolution.
  • Enforce Network Policy and promote best security practices.
  • Document resolution of all problems, monitor and maintain problem tracking logs.

PC Technician

Confidential

Responsibilities:

  • Supplied technical support services in computer network and the PC Systems environment, recommend computer software and hardware solutions, client setup, troubleshoot hardware issues.
  • Provided internal and external customer service support of technical equipment at designated locations as assigned by the company.
  • Conduct basic diagnostics and troubleshooting of communications Media problems.
  • Perform initial connectivity and accessibility problems associated with desktop/LAN, and mainframe equipment

Screen Printer

Confidential

Responsibilities:

  • Set and adjusted feed rollers, spindle reel, printing screens, and bolts to specifications.
  • Determined from orders type and color of designs to print.
  • Adjusted position of design or screen to ensure specified color print registration.
  • Counted and recorded quantities printed in production log.
  • Compared ink or paint prepared for printing run with the master color swatch to confirm accuracy of the match.
  • Examined product for paint smears, positioned by design or other defects and adjusted equipment.

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