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Help Desk Analyst Resume Profile

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Alpharetta, GeorgiA

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Objective

Seasoned IT professional with over 15 years of real world project management, hands - on application development, new service implementation, and ongoing support experience, seeking a challenging position to provide technical project leadership for new initiatives, process improvements, and creative solutions. Gifted at finding opportunities to save money and resources without sacrificing system performance. Highly capable fulfilling objectives and navigating through challenges in complex global organizations.

Experience

Help Desk Analyst

Confidential

  • Assist in the installation, configuration, use and maintenance of NMS software applications that interact with Windows. Operating System including diagnosing and explaining external hardware and software issues that affect the use and/or configuration of Network Management software Wireshark, SNMP, SSMS/SQL .
  • Accept escalations and further escalate more complex technical issues as well as test, reproduce and document defects and feature requests VB active scripts, Java/JScript .
  • Use the SalesForce case management system to thoroughly document client interactions and manage workload
  • Maintain and manage sandbox systems physical and virtual VMWare ESX .
  • Provide professional technical assistance and customer service to internal and external clients.

Service Delivery Manager

  • Researched, designed and tested new server and storage technologies to supplement current network provisions and Business Continuity procedures. Project cost savings of over 350,000.00.
  • Coordinated multiple client project timelines with ongoing development and QA validation iteration schedules. Ensured all timelines and project objectives were met.
  • Managed and supported all hardware and software platform lifecycle requirements for the client's field sales force of representatives. All client SLA's surpassed at 99.7
  • Designed and implemented multiple automated tools to reduce client costs in product development and support. Project completion times shortened reducing labor costs.

Operations / Service Delivery Specialist

  • Consulted, presented and assisted internal departments and external clients with best practice methodologies for SMS and SCCM requirements, budgeting, integration, and execution.
  • Supported field data migration, troubleshooting, package testing, validation and package scripting Winbatch,VB .
  • Worked directly with client team's transition from Microsoft: SMS to Microsoft: SCCM. Project completed ahead of schedule.
  • Created custom processes in a standardized and multi-tenant manufacturing environment to help reduce build-out complexity and save 45 minutes per machine.

Configuration Management Specialist

  • Maintained multiple client software build-outs on multiple operating systems Windows, OSX, Linux, Android, iOS and multiple hardware platforms Dell, Lenovo, Samsung, Apple .
  • Designed and created operating system builds based on project specifications for multi- platform software and hardware environments. Included security patch integration and product life cycle management.
  • Programmed custom automated configuration software for customers based on project configuration requirements and client driven schedules.

Help Desk Analyst

  • Provided local and remote desktop support for multiple client projects including onsite ERP deployments.
  • Supported CRM SaaS software for client and internal development teams.
  • Developed internal knowledge base website using HTML/ASP to assist in quickly notifying support teams of new issues and resolutions. This helped to reduce on call time by 25 .

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