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It Help Desk Support Specialist Resume Profile

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Atlantic City, NJ

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Objective: To obtain a fulfilling position as an IT Help Desk Support Specialist, Computer Scientist, or System Tester /Test Lead, that offers growth opportunities and allows me to utilize my leadership skills and experience.

Technical Experience:

  • MS Office - - Proficient
  • Windows 7- - Proficient
  • HTML, Java Script, Share Point, UNIX, Dreamweaver, Fireworks, and Flash - - Experienced
  • Artiva, FACs, and Knoble - - Proficient

Skills:

  • excellent customer service skills
  • excellent phone presence
  • strong leadership skills
  • Self-motivated
  • excellent ability to multi-task priorities working in groups/independently
  • excellent ability to analyze data make decisions

Work Experience:

Confidential

Second Level Support and Test Lead

  • Created test reports to fully document all En Route Automation Modernization ERAM system test results while witnessing test plans, procedures, and reporting produced by Subject Matter Experts SME's in functionality, output, or content on a daily basis.
  • Collaborated extensively with SME's to test and identify functional problems within the ERAM system, by verifying results, discover, document and tracking technical issues in the Automation Issues Management System AIMs database.
  • Responsible to maintaining and inputting data for ERAM final results of each test release onto KSN database.
  • Provide new members with helpful work tools to ensure a proficient quality of daily work task. Example: Design and write test procedures to perform ATOP checklist.
  • Interacted with the developing team to document, perform, and interpret testing results and issues.
  • Trained new team members for the purpose of transferring knowledge, enabling full proficiency in the Automated Issues Management database, Must Fix List database and in the creation of test reports.
  • Gained invaluable experience with Lab Configuration management, Ghost sector pilot, and Monitor Control position for testing of ERAM systems.
  • Supported and participated in many different test phases, including regression testing for ERAM and SIGs.
  • Conducted formal briefings to discuss and document each testing and its results.

Confidential

Collection Representative

  • Performed collection activities in an effort to recover losses from assigned accounts
  • Located and communicated with debtors via the telephone and written notices in order to obtain repayment in full or to establish acceptable payment arrangements using several dialer systems.
  • Maintained and exceeded individual and team goals.
  • Trained new team members procedures and tips to successfully collect debt and ways to use dialer system.
  • Had the ability to resolve and collect on high escalated calls

Confidential

Customer Service Agent

  • Ticket Booking, Baggage Claim, POC, Special Services, and Gates in ALL Terminals
  • Updated all the passengers of the rules, regulations, and safety procedures
  • Ensuring each passenger gets safely on and off the aircraft
  • Responsible for maintaining Passenger Recovery System to track and/or update flights and perform rebooking procedures if necessary.

Administrative Assistant

  • Responsible for updating, maintaining and retrieving information held on student database
  • Responsible for maintaining database entries and archiving of written data.
  • Researched special scholarships, internships, as well as graduate schools for students
  • Answered phone, set meetings, updated appointments and schedules, along with process student workers time cards.

Research Analyst

  • Developed design briefs by gathering information and data to clarify design issues, thinking creatively to produce new ideas.
  • Worked well in a team, with printers, photographers, other designers, and website designers
  • Created and updated a database system of classes and teachers by using SQL database driven system for over 8,000 students and teachers at Delaware State University.
  • Created and maintained websites for clients using Fireworks, Dream weaver, HTML Java Script

Administrative Assistant

  • Data entry, filing, answering phones, creating advertisement mechanisms, and creating/maintaining inventory systems
  • Updated and maintained the companies email accounts and desktop appearance

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