Help Desk Technical Support Resume Profile, NC - Hire IT People

Summary

CUSTOMER SERVICE - TECHNICAL Seeking a position within a progressive organization that will allow me to utilize my skills and educational training.
years experience in Professional office management and administration, business processes.
years experience in Business and Data, Reporting Analyst/Modeler primarily in Supply Chain, Purchasing
analytics, systems, and processes.
plus years experience in IT Helpdesk/OS, trouble shooting, Desktop Support, Imaging, Refresh,
Migration/Deployment, and Management of Microsoft Windows 7/Office Specialist, familiar with SCCM
plus years following ITIL guidelines, Service Direct, Service Now Ticketing, Active Directory, Exchange, Client based
technologies, TCP/IP protocols HTTP, SMTP.
Proficiency in IE, Outlook, Lync, MS Office 7/2010, Windows7 and Windows.8, sharepoint, Active Directory,
Remote tools DMS, and GoToAssist, Routing, Firewalls, Encryption, Proxy Servers, hardware support.
10 plus years experience with SAP GTM for Customer Data Management, DSD, and SQL Server.
Expertise in Cognos reporting tools, MS Access database creation, and Oracle 11i migration, Implementation.
Attention to Detail with solid written and verbal communications.
Customer Support, Organized, Time/task management, Teamwork oriented.
Typing speed 50 WPM

Confidential

Tarrant County Community College System, Hurst, Texas, Completed 16 Credits toward a BA in business administration,
1980 to 1983, GPA 3.69
Colorado Technical University Online, Colorado Springs, CO, Completed 4 Credits toward BSIT in software engineering, 2011 to 2016, GPA 4.0
Kaplan College, Beaumont, TX, Certified Medical Office Specialist, Honors Graduate 2010, 4.0 GPA

Professional Experience

Confidential

Help Desk Technical Support

Provided professional technical customer support at Level 1, 2 in a call center environment.
Supported management reporting call dashboards, maintain user accounts in Active Directory, Windows 2007, 2010, 13.
Assisted callers with technical issues using Service Now, escalate to Level 3 as needed.
Analyzed all technical, software, mobile devices, network printers, laptop encryption, and password
recovery issues in a timely fashion using corporate knowledge base, TCP/IP connectivity.
Utilized DMS, GoToAssist for remote desktop support.
Bi-lingual support provided to international callers.

Confidential

IT Help Desk

Assist customers via phone using Cisco Desktop Manager.
Create and submit tickets in detail for each customer in Incident Monitor to maintain group SLA's.
Provide IT support to customers using the OIS system, assisted with password reset, supervisory role.
Analyze technical issues to provide solutions for customers in a professional and timely fashion.

Confidential

IT Helpdesk/Windows 7 Specialist

Responsible for providing hands-on support for Microsoft Windows operating systems, Microsoft Active Directory.
Created new Windows7 and Office 2010 Training Powerpoint slide, materials for training of new users,
Supervisory duties.
Dameware, GotoAssist, Big Fix Software distribution, SQL Scripting, Symantek Protection, managed
tracking issues, IE.

Confidential

Assist in-house/remote users large deployment of laptops, Win7/Office 2010 issues, supervisory role.
Provide incident management, Capture/resolve process old hard drive to new hard drive.
Big Fix Software distribution, Dameware, SQL Scripting, Symantek Protection, managed tracking issues,

Confidential

Assist customers both local and remote with installation of licensed software, trouble shoot issues
Incident management, Active directory maintain user system access, user removal
Provide support to Blackberry/other wireless devices, printers, workstation inventory tool, security patching
Utilized SQL scripting, VNC, Support for MS Windows 2003 to 2007, Helpbox tracking tool, daily synch reports.

Business/Data Analyst, Desktop Support, Administrative on various temporary contracts

Confidential

Support of Access database creation duties for item master group, data mining, GTM for Customer Data Management, DSD. Lead and Supervisory roles as assigned.
Responsible for exporting data from excel to new access databases, pivot tables, macros, worked with clients.
Extensively Worked in Data Analysis in Cognos Reporting, Desktop Support as directed.
Provided Data Modeling, Data Requirement Analysis and Data Mapping, Dashboards, and Metrics.

Confidential

Responsible for the maintenance of procurement product and pricing information in two global web based databases.
Cognos reporting Data Analysis, Data Modeling, ETL, Create Warehouses, migration and implementation
of new Oracle11i database, Analysis of product, and supply chain processes.
Created SQL scripts for master related data loads, migrations or deployments SAP GTM for customer data
Management.