Help Desk Analyst Resume Profile New Holland PA - Hire IT People

Highlights of Qualifications

Communication People Skills

Consistently maintaining a positive attitude and enjoying helping people.
Articulate and very effective working with people of a different background and temperaments.
Accurately record, remember, and verbally communicate detailed information.
Exceptional command of the English language with strong written and transcription skills
Cooperatively work with others to produce and deliver required work.

Organization Time Management

A problem solver who quickly grasps complex situations and turns them into manageable tasks.
Produce quality work even when under extreme time pressure and deadlines.
Proven ability to understand and follow complex instructions to successful conclusions.
Many years of experience successfully managing and organizing personal time and workloads.
Collaborate in teams to produce quality reports

Technical Skills

Very accurate and rapid keyboarder 65 wpm
Experiencing in editing and proofreading documents with focus on one word definitions
Work with technical vocabularies from a variety of fields.

Experience

Help Desk Analyst

Confidential

Level I Help Desk Analyst for one of the world's leading producers of agricultural and construction equipment.
Monitored, diagnosed and resolved issues with hardware, software, network connectivity, operating systems, and internal applications using Applix.
Provided telephone and e-mail support server to internal users, 10,000 dealers.
Tracked and addressed trended issues and planned resolutions for chronic problems.
Assisted in various outbound calls and or email's pertaining to warranty resolutions needing follow up

Systems Utilized

Confidential

New Prospect Marketing

Responsible for managing the every day operations of a customer service or sales-oriented call center. Managed the daily running of the call center.
Managing client database
Building and adjusting scripting in encrypting software program
Constantly working to meet and exceed the clients expectations
Agent Scheduling Daily, monthly, weekly, etc. According to Inbound Call Volume
Cliental Billing 1st of every month
Quality Control Maintenance a constant manage of inbound calls and their quality
Collections
Agent Training on multiple inbound campaigns
Handled making outbound calls for various outbound campaigns including:
Appointment Setting
Lead Generation/Qualification
Phone Sales
Seminar Registration
List Cleaning/Database Update
Surveys
Market Research
Direct Mail Follow-up
Trade Show Follow-up
Political GOTV Grass Roots Campaigns
Recruiting
Prospecting
Up-selling/Cross-selling
Taking various inbound calls, included:
Appointment Setting
Event Registration
Direct Response
Dispatching
Order Taking
Tech Support
Customer Support/Service

Confidential

Toshiba Business Solutions

Appointment Setting for hundreds of clients throughout the northern part of Pennsylvania
Scheduling 15 plus technicians to handle calls in the field
Collections on clients 30 days past due
Answering operator calls throughout the lunch hour as well as handling customer service issues that may arise
Running daily reports and stats to ensure we are meeting SLA's

Confidential

Croppers Market

Coordinate marketing campaigns for online, interactive media, and print publications.
Confer with Department Managers on brand imaging, product line development, and go-to-market plans.
Identify target markets, researched competition, and managed product launches.
Develop content for direct mail, telesales, field sales, media advertising, tradeshows, and Web site.
Wrote and edited articles for monthly newspaper with a national circulation of 43,800.
Worked with managing editor on news, issues, features, and opinions.