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Help Desk/site Support Resume Profile

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NC

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SUMMARY OF QUALIFICATIONS

Experienced IT professional with a diverse expertise working in Windows-based environments, reporting, and desktop support. Outstanding customer service skills resolving technical issues and educating customers. Team player making significant contributions to departmental and business success.

TECHNICAL SKILLS

Operating System Windows 7, XP

Server Windows Server 2008, 2003, 2000

Software Office 2010, 2007, IE 7.0, 8.0, 9.0, Outlook 2007, 2003, Visio, SAP, VPN, SQL, Adobe Suite, Track-It, Prop Web, Live Meeting, Cisco WebEx, Citrix XenApp/Citrix Metaframe Administration, Symantec Enterprise Vault, Citrix Receiver, Project Navigator, MultiSim, Micro-IDE, LabView, Allen-Bradley PLC's, SECUDE, Crystal Reports, rePORTAL, Symantec Norton Ghost

Administration Websense, Active Directory, Bomgar, Exchange Management Console, LANDesk

Printers HP, Canon, Epson, Lexmark

Desktop Dell, HP, Compaq, Wyse Thin Client

Laptop Dell, IBM, HP, Toshiba

PROFESSIONAL EXPERIENCE

Confidential

Customer Support Specialist II

  • Identified and logged reoccurring incidents on the Problem Management portal in an effort to reduce repeat incidents
  • Performed troubleshooting for VPN, Citrix XenApp, SAP, Live Meeting, Office Communicator, MS Office, OpenText, ActiveSync, WAN/LAN, SharePoint, Windows, and various other programs
  • Escalated issues as needed and maintained communication with customers and technical teams
  • Extensively utilized SAP CRM to record, track issues, and run reports
  • Ensure that all IT outages or service interruptions are effectively managed and updated on the company intranet portal
  • Assisted in creating or maintaining documentation for the Help Desk and end users
  • Collaborated with other IT departments to craft and send global IT messages for service outages or service disruptions
  • Participated in Triage Call Rotation and Reporting
  • Participated in an on-call rotation for after hours and weekend support

Confidential

Help Desk/Site Support

  • Answer incoming telephone calls or by emails and do research and then help troubleshoot by computer remote access for any computer problems, software, phones, printers, etc to users across North America, Europe, and Asia
  • Create work order tickets and assign them to appropriate technicians
  • Unlock users, reset passwords, repair, install software and do work on laptops or computers
  • Escalate work orders as in needed basis
  • Remote in through LANDesk, Bomgar, or Citrix and help diagnose problems
  • Create and restore images of windows files using Norton Ghost to laptops and computers
  • Setup new and existing user laptops and computers by installing necessary applications and creating new user accounts

Confidential

Database Analyst/Report Writer

  • Crystal Reports Writer replacing an old legacy reporting application with Crystal Reports pulling information from MS SQL database running in an MS IE browser, rePORTAL, and Business Object Environment
  • Create SQL Database Queries, Views and Stored Procedures
  • Restore and store system s and databases
  • Create and maintain startups, shutdowns, and backups

Confidential

Help Desk Analyst

  • Answer incoming telephone calls or by emails and do research or read help desk documentation and then help troubleshoot by computer remote access for any computer problems, software, routers, phones, printers, etc to users in Connecticut and New York
  • Create work order tickets and assign them to appropriate technicians
  • Unlock users, reset passwords, repair, install software and do work on laptops or computers
  • Escalate work orders as in needed basis
  • Remote in through Track-It, VPN, or Citrix and help diagnose problems

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