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Help Desk Analyst Ii Resume Profile

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PA

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Summary

Accomplished Information Services professional with in-depth IT experience at the enterprise level for a global healthcare organization. Proven strengths as a motivated team leader with knowledge of hardware, software and operating systems, coupled with attention to detail. Known for the ability to bring operational excellence to all facets of a project to achieve business and financial results.

Professional Experience

CONFIDENTIAL

Help desk Analyst II

  • Complies with directives for call content including greetings, standard information priority, ticket number, etc. and expectation of next steps. Responds to calls as defined in support guidelines.
  • Troubleshoots problems according to technical support procedures. Resolves problems according to documented procedures with appropriate analysis and escalation of calls to meet SLA.
  • Adheres to Call Center practices and procedures that accord with Technical Support's goals for customer satisfaction. Accurately determines the needs of the caller by asking appropriate and carefully constructed Open and Closed questions.

CONFIDENTIAL

Accountant / IT Support

  • Accounting - Responsible for Accounts Payable, Accounts Receivable, Bank Reconciliations, Daily and weekly deposits, Monthly invoicing, and contacting vendors for any discrepancies that occur. I have also worked on collectables project to bring the current.
  • IT Support Troubleshooting Internal support issues and outages with Apple minis, phone system issues. Also responsible for updating and creating new legal forms using Ruby.

CONFIDENTIAL

Programmer / Analyst

  • Provided second level support for critical hospital mainframe software systems. Responsible for ensuring customer systems remained available on a 24 x 7 basis. Our group consistently remained within the company's 99.9 availability standards.
  • Worked with cross functional teams to install new customers and de-install former customers when requested. Identified duplicate tasks and processes which reduced duplicate installs by 50 . Provided support to team projects, customer upgrades and disaster recovery events. Maintained IBM CICS maintenance patches to current release date.
  • Performed maintenance on terminals, printers, and customer CICS connections upon request and ensured rapid turnaround. Assisted and mentored first level technical support to assist in customer related issues when appropriate.

System Analyst CONFIDENTIAL

Provided first level technical support for numerous mainframe and client server applications. Worked with various platforms such as Unix, Windows and MS4.

Other Related experience

CONFIDENTIAL

  • Production Manager, Production supervisor, Computer Operator, Production Support Operator.

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