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Help Desk Analyst Resume

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Atlanta, GA

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SUMMARY:

  • To obtain a position within a professional environment that enables me to maximize and advance my computer knowledge and experience.
  • Call Center experience
  • Strong written and oral communication skills
  • Strong ability to patiently assist customers with diagnosis and problem resolution
  • Maintain customer loyalty by treating customers with empathy and professionalism

TECHNICAL SKILLS:

Operating Systems: Desktop: Win7/Win10

Hardware: Dell, Hewlett Packard, Apple, Toshiba, Sony, etc.Install, configure and troubleshoot PC’s and Printers, Cable Modems, Laptops, Sound Cards, Wireless Cards, USB Adapters, Video Cards

Networking: System Admin function, IP Addressing, LAN/WAN Technology

Software: Microsoft Word, Excel, PowerPoint, Access, Outlook, Active Directory, HEAT, Service Now

Security: Norton Anti - Virus, McAfee, Spyware, Virus and Spam removal

EXPERIENCE:

Confidential, Atlanta, GA

Help Desk Analyst

Responsibilities:

  • Provide software and hardware support to customers.
  • Manage Network user accounts.
  • Train and mentor new service desk associates.
  • Train computer users on systems and applications.
  • Install, update, and repair computer hardware and software.
  • Run diagnostic programs to resolve problems.
  • Follow up with customers, provide feedback and see problems through to resolution.

Confidential, Atlanta, GA

Help Desk Analyst

Responsibilities:

  • Provides PC Software support via phone, WebEx sessions or desk side support.
  • Follows up with customers on a regular basis for outstanding tickets.
  • Properly sets customer expectations regarding the type and timeliness of services.
  • Troubleshoots application, OS, hardware or device issues.
  • Train and mentor junior service desk associates.
  • Perform user training for computer users on systems and applications.
  • Ensure customer satisfaction by responding to Service Requests in a timely, accurate, and professional manner.
  • Act as support resource for Tech I escalation.
  • Escalate issues to management when global system issues are detected.
  • Escalation resource for resolving more complex issues (e.g. customer sat, hardware, software, and network).
  • Apply leadership skills to address issue and effectively manage resources.

Confidential, Atlanta, GA

Help Desk Analyst

Responsibilities:

  • Provide software and hardware support to customers. Duties include troubleshooting Windows 2000/XP/Vista, Novell Netware, Microsoft Office suite, Internet, and any computer related problems.
  • Other duties consist of training users on How to use MS Office, Internet, and email applications. Create network/email accounts.

Confidential, Atlanta, GA

Help Desk Coordinator

Responsibilities:

  • Provide technical support to eleven different organizations including WellStar.
  • Duties were to support and train various Network and local applications users.
  • Other duties included Supporting Windows 2000/XP/Vista, Novell Netware, Microsoft Office suite, and any computer related problems such as Network access, hardware and software problems.
  • I assisted with the maintenance of the STAR PATIENT CARE 15.1 and 16.1 Implementations. I assisted with the maintenance of STAR STI Listing. Reviewed STAR console logs on a weekly basis. Maintained Physicians mapping tables for coding purposes and managed employee termination in the STAR employee file.
  • I handled Software problems as well as hardware and software installation.Coordinated the setup and installation of new Physician sites and their Network applications

Confidential, Atlanta, GA

Systems Analyst

Responsibilities:

  • Provide support for STAR Patient Care, STAR Financial, STAR Radiology & Pharmacy, Sunquest, and all WellStar Legacy applications.
  • Support Network and Local users. Support Windows 95/98/NT/2000/XP, Novell Netware, Microsoft Office suite, and any computer related problems such as Network access, hardware and software problems. Train users on variety of software.

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