Help Desk Analyst Resume Profile,

A self-motivated and highly ambitious professional, seeking a career opportunity that requires a combination of software knowledge and business policy in order to resolve business issues.

SKILLS

Coordinating, Training, Customer Service, Implementation, Effective Writing and Communication.

SOFTWARE KNOWLEDGE

IBM Curam Social Program Management Software, Netbeans, BMC Remedy Ticketing System, SharePoint Microsoft Word, Excel, Access, Visio, Adobe and Global Positioning System GPS , Production Staging, JAVA, JIRA, SQL

WORK EXPERIENCE

Help Desk Analyst

Confidential

Coordinate projects with the Technical Customer Support team as needed. Document, troubleshoot, and resolve technical NC FAST incidents in BMC Remedy ticketing system in order to allot time to test and validate solutions.
Act as point of contact for pilot counties. Quickly and efficiently resolve technical end user and system issues. Ensure county is up to date regarding new training material, job aids, defects and other system related information.
Develop training curriculum and coordinate as well as lead classroom training for county users and new staff regarding NC FAST Curam case management software navigation, system requirements, accurate business/policy processes, and troubleshooting issues.
Act as a liaison and coordinate with Business Analysts, policy representatives and Tier 3 developers to identify and assist in documenting major defects, issues, and system trends within system.
Utilize policy manuals, JIRA, and SME to research state/federal Food and Nutrition, SNAP, Medicaid, and Cash Assistance/Work First policies to provide accurate resolutions to county users that align with business requirements and processes, as well as economic benefit program policy and system design and functionality.

Staff Development Specialist

Confidential

Travel to county DSS offices as assigned. Meet with DSS director to document current processes and perform requirement elicitation. Perform business needs analysis by drafting requirement specifications.
Assess readiness and proficiency of end users by engaging with DSS workers. Effectively communicate issues of concern with project staff to determine county readiness for soft/hard launch phases.
Engineer solutions prototype techniques and control management to maintain effective and efficient workers and processes within the organization.

Pretrial Release Coordinator

Confidential

Provided training to new employees regarding case management regulations and utilizing GPS technology and software. Performed case management and supervised pretrial release clients utilizing GPS technology and software to ensure compliance with court orders.
Coordinated with superior and district court judges, district attorney's office and defense attorneys to expedite the release of alleged felonious offenders.
Offer support to Director with dispute resolution, conflict management and counseling among clients and family members. Maintained healthy working relationships with agencies providing services to the center. Identified opportunity areas, enhanced processes, and implemented new solutions to improve results and increase productivity.

Sales Representative

Confidential

Provide customer service and technical assistance to Nike consumers. Lead and assisted with Nike marketing events informing consumers of the latest technologies in footwear and apparel provided by Nike. Assisted in managing the Nike Running Services Desk and Nike Run Club providing athletic event and apparel information.

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