IT Service Help Desk Analyst Resume Profile

Summary of Qualifications

Dedicated and self-motivated IT professional
Clear understanding of the ITSD
Excellent team player, comfortable with improvising and problem solving in fast-paced environments
Over 5 years of experience in Customer Service
Experienced with database LAN / WAN Networks
Excellent communications and interpersonal skills

Professional Experience

Confidential

VEC MD Processor

Manage database work flow for The Material Damage Unit.
Assist with assignments of new files and potential total loss to the proper department.
Developed Direct Assignments which reduced pending claims, and improved workflow.

Confidential

IT Service Help Desk Analyst

Served as the single point-of-contact for users to report issues and incidents
Provided technical support to diagnose, analyze, research and resolve routine computer, lap top Computers, and mobile devices incidents for internal and external users.
Assisted with development of unit testing and integration testing during the development cycle. Reviewed upcoming releases and identified support gaps and risk opportunities.
Performed incident and event correlation for active incidents and know errors.
Executed incident and change management for routine PC server, mainframe applications and hardware.

Confidential

Control Desk Analyst

Developed and implemented procedures for collecting customer service queue and agent performance data
Tracked queue and agent performance, produced and distributed daily, weekly and monthly reports
Developed and produced documents, graphs, outlines and other materials for presentation to management and executives
Supported supervisors and managers with call volume forecast and work force scheduling

Confidential

Middle School Teacher

Designed and implemented Spanish lesson plans for grades 7-9.
Counteracted senioritis by utilizing cooperative learning with students teaching a chapter and testing themselves.
Assessed students' progress daily in Language concepts class.

Confidential

Database Administrator

IT security information /data flow, data base administrator. Queried database to pull customer information and solve issues Designed test plans for information systems changes Key Technologies: SQL server, Windows Server, LAN of 15 desktops.

Confidential

Control Desk Analyst

IT traffic center responsible for transferring data/sales to end users.
Supported supervisors and managers with sales volume forecast and work force scheduling
Develop and produced documents, graphs, outlines and others materials for presentation to management and executives.
Key Technologies: SQL server, MS Windows NT 2000, AS 400, Road net

Confidential

Information Technology Assistant

Generated reports created and tracked bugs/issues. Help Desk support for end users at the in house computer labs. Key Technologies: SQL server, MS Windows NT 2000, HTML, Java.

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