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Help Desk Support Resume Profile

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NY

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Summary of Qualifications

I am an IT professional with extensive experience in training individuals/clients to use software and best security practices. I also have experience in help desk/desktop support environments. I am extremely detail-oriented with expertise in coordinating specifications between programming staff and personnel. I have lead project coordination efforts and delivered training to staff on the use of proprietary software. Areas of strength and expertise include training, project coordination and customer service.

Technical Skills

  • Systems:
  • Windows Server 2003, Windows 2000 Server, Windows NT Server 4.0, Windows 8, Windows 7, Windows XP, Windows 2000 Professional, Windows 98, Windows 95, DOS
  • Hardware:
  • Intel based server / workstation platforms, Laptops Mac and PC necessary internal hardware, Various cable / DSL Wireless / Wired routing solutions, Firewalls Cisco PIX, Checkpoint , HP LaserJet / DeskJet series printers, Datamax-Oneil Printers
  • Software:
  • Microsoft SQL Server 2000, Microsoft Office 95 2010, Veritas Backup Exec, Norton Internet Security, Symantec Enterprise Security, Symantec Ghost server, Cisco Webex, Norton Utilities, Nero 5, Microsoft Office 2001 though present, Office X, Adobe Photoshop
  • Networking:
  • DNS, WINS, DHCP, TCP/IP, NETBIOS, HOSTS, LMHOSTS, FTP
  • Confidential
  • Network Systems and Security Professional NSSP
  • Confidential
  • Earned 92 credits toward BA in History

Experience

confidential

  • Help Desk Support Worked as part of the team providing customer support/troubleshooting for the E-Licensing project for NYSDEC as a Level 3 escalation point for outbound and remote agent support.
  • Worked extensively with License Issuing Agents to resolve printing, application, browser compatibility and connectivity issues.
  • Utilized the Altassian JIRA ticketing software. To track and report on issues created and faced by the Agents for the NYS DEC licensing system. This provided accountability and report functionality for up to date status on the overall health of the project.

Confidential

Implementation Consultant

  • Provided online and on-site training to country-wide school districts in the implementation of SQL based school bus routing software.
  • Conducted Transition Training for trained clients to insure proper usage of product software.
  • Conducted Discovery training for established clients to refresh basic concepts of the software, and to improve existing methods of using the software in their office.
  • Set up training schedule for school districts as needed.
  • Handled all travel arrangements for traveling to and from client sites.
  • Assisted with phone-base technical support for existing customers.
  • Handled and/or redirected any and all complaints and troubleshoot software issues.

Confidential

Desktop Support

  • Customer Service, software/hardware troubleshooting and repair for Civil Service employees
  • PC Repairs - Software Hardware Troubleshooting, Installs, upgrades, patching, imaging.
  • Printer/Scanner configurations/repairs
  • Troubleshooting Group Policy, Networking Problems, and Active Directory issues.
  • Account Username and password customer support
  • Ghost Solution Suite, Antivirus install/troubleshoot,
  • Numara Trackit trouble ticket software , Numara Patch desktop and server patching software
  • Numara Deploy software deployment tool

Confidential

Trainer

  • Responsible for writing specifications for new or revised codes to send to the programmers for implementation into the Client Notice System testing codes to make sure they perform as desired within the Welfare Management System/CNS sub-system.
  • Assimilated CNS information into trainings for local district of Social Services offices to include Power Point presentations, flip charts and hand-outs and deliver the trainings in a classroom/hands-on format.
  • Loaned to the EEDSS Team as of mid-July 2005 to April 2008. Responsible for learning EEDSS in both the Legacy old and Web EEDSS new formats. Responsible for learning the New York City training and be able to deliver effectively in the classroom.
  • Provided monitoring at local Medicaid offices and troubleshoot implementation of the new Web EEDSS application.
  • Worked on merging the CNS system with EEDSS, prior to upstate implementation. Worked with the implementation team as the project rolled out to upstate counties.
  • Lead in creating the curriculum for the chronic care version of trainings, provided input in all materials produced for trainings. Worked on revision of edits for reason codes on both CNS sub-system and WMS.
  • Experience with Lotus Notes as an email platform.

Confidential

Managed Care Specialist

Promoted to this position October 15, 2002. Major responsibility was to manage the Aid to Disabled interviews and fact findings as well as examiner work.

Social Welfare Examiner

Responsible for long-term health care program including determination of eligibility and re-certifications and case conversions from community Medicaid to chronic care Medicaid.

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