SUMMARY

Help Desk Assistant Computer support technician/Help Desk Administrator with hands on experience

Providing technical assistance to business professionals and diagnosing and resolving technical/customer inquires. Demonstrated ability to integrate computer skills, customer support experience, and related education to exceed technical, business, and customer requirements. Skilled at troubleshooting and fixing problems while minimizing customer stress levels. Ability to clearly understand problems and find positive solutions through use of troubleshooting, problem solving, teaming and communication skills. Experienced in training of helpdesk special personnel.

Experience

Confidential

Technical Support Representative

• Technical support representative at Estee Lauder Retail Helpdesk who had contracted with Elite Technical Services to remotely assisted and technically supported hardware/software issues with individual brands Free Standing Stores and Counters such as MAC Cosmetics, Aveda Cosmetics, Origins, Company Store, Cosmetic Company Store, Estee Lauder, SalonBiz and Clinique Counters in all 50 states and Canada.
• Supported Point-Of-Sale Systems including but limited to Register applications running on HP desktops, including all integrated peripherals such as Keyboards, Mouses, and Monitors .
• Supported Symbol Scanners, Ithaca Receipt Printers, Magtek Check Readers, and Credit Card Terminals such as Hypercomm and Ingenico Models.
• Supported Networking Devices such as DSL Modems, Fortinent Wired/Wireless Routers, and Cisco Switches.
• Support HP Desktops, HP Servers, and HP Printers Models HP 1522 and 1536dnf .
• Supported propriety applications such the Register Application and Back Office Application, and Microsoft Office Suite and Microsoft Outlook both desktop and web based.
• Created Windows XP User Profiles, assigned Permissions, Group Memberships, and Passwords.
• Supported IPAD Units at Clinique Counters. The IPAD Units contained IPAD, printer, and wireless router. Also support Clinique applications, which were downloaded unto the IPAD Units.
• Provided limited Transactional Support for end users. Examples of Transaction Types supported are Cash, Credit, Debit, Gift, and Loyalty.
• All incidents were documented and notated within the Computer Associates Unicenter Ticketing System.

Confidential

Technical Support Representative

• Technical support representative at Wells Fargo who had contracted with Insource to execute an email migration at a Wells Fargo location in Melville, NY.
• Traveled to the Wells Fargo location in Melville, NY to execute an email migration that was rolled out remotely by Wells Fargo remote helpdesk. The site was migrating from Lotus Notes over to Microsoft Outlook. I was their primary point of contact as well the person who execute mouse clicks and keystrokes according to directions given by them to me.
• Assisted Wells Fargo personnel with email migration checklist provided by the IT department. Which included password changes, confirming that all mail folders were migrated over to the Microsoft Outlook, and sending and receiving test emails.
• Escalated any technical issues that fell out of scope of responsibilities over to the remote helpdesk for further analysis.

Technical Support Representative.

• Successfully troubleshooted any issues that emerged during the upgrades.
• Traveled to various TD Bank Locations in the Tri-State area and installed new computer images both on the teller side and platform side working together bank personnel.
• Technical support representative at TD Bank who had contracted with Insight Global to execute hardware/software rollouts at various TD Bank Locations in the Tri-State area.
• Tested all hardware and software once all hardware and software was successfully installed.

Confidential

Desktop Support

Representative I provided technical support to various Bloomberg Locations .

• Traveled to multiple Bloomberg locations and executed hardware and software rollouts as recommended by Bloomberg INC.
• Physically relocated desktop s , laptop s , and printer s to various Bloomberg locations as indicated by Bloomberg Personnel.
• Tested all hardware and software once all hardware was relocated.

Confidential

Help Desk Analyst

• Assisted Local Personnel with troubleshooting a host of both Hardware and/or Software Issues.
• Assisted professionals with password resets and confirming password after completing the authentication process.
• Assisted support staff from various locations in troubleshooting both hardware/software issue s with HP laserjet Printer Models 1006 and 1020 . Able to resolve 95 of printer technical issue s over phone using Remote Desktop Software as an aid to facilitate solutions.
• Assisted support staff from various locations in troubleshooting both hardware/software issue s with Dymo Labelwriter s Models 400 and 450 . Able to resolve 90 of labelwriter technical issue s over phone using Remote Desktop Software as an aid to facilitate solutions.
• Assisted support staff from various locations in troubleshooting both hardware/software issues with HP Personal Computer Models DX2000MT, DX2200mt, and many other model located through various centers. Some centers had a hybrid topology both in terms of Models of HP and Network Topologies .
• Assisted support staff from various locations in troubleshooting Symbol Scanners required to process members who join the Weight Watchers Weight Loss Program .
• Assisted support staff from various locations in basic troubleshooting just hardware issues with Scale Models BWB626 and WB110 Class III . If not able to resolve provided contact information for Tanita Corporation for further assistance falling within my scope of responsibilities in response to scale issues.
• Assisted professionals with unique technical situations that needed to be escalated to second level support
• All issues both hardware and software was notated into the Remedy Ticketing System .

Confidential

Help Desk Analyst

Provided 100 phone support to Allied Health Professionals .

• Assisted Health Professional with the registration process with the WebMd/Medscape websites for continuing educational purposes.
• Assisted professionals with password resets and confirming password after completing the authentication process.
• Assisted professionals with unique technical situations that needed to be escalated to second level support
• Assisted professionals with setting up their email clients on their mobiles devices such as blackberries and/or Iphones.
• Assisted professionals with setting up email addresses for the purposes of sending and receiving emails related to their respective fields.
• Assisted professionals with step-by-step in completing Medical Education credits for medical state board compliance reasons.
• And overall assisted medical professionals with any unusual request that fell outside of my scope which most ended with successful results.
• All call s were tracked using propriety software for future if the need arose.

Confidential

Help Desk Analyst

Provided 100 phone support to Cablevision Subscribers in the Tri-State Area with basic connectivity issues.

• Walked subscribers through power cycling various brands of cable modems.
• Walked subscribers reseating co-axial cables and bypassing internal-situated splitters.
• Assisted subscribers with creating primary and sub account emails after completing the authentication process.
• Advised subs what would be the most economical means of resolving their technical issue s .
• I created and processed Truck rolls to have technician arrive to their premises and diagnose various technical issue and provided subscribers with options on how to best resolve their technical issue s .

Confidential

Help Desk Analyst

Provided 100 phone support to 70 nationwide merchants assisting with technical issues with various credit card terminals troubleshooting after completing the Authentication Process at an established call center. I walked merchant through connectivity issue s using strictly analog lines and/or digital lines and other general technical issue s .

• Walked merchant through download s using documentation with Nurit, Verifone, and Hypercomm brand name credit card terminals.
• Provided merchants with lost financial data using independent three party web-based applications.
• Walked merchant through various methods of financial data entry after downloads were completed.
• Confirmed financial data for merchants and fax or mailed sensitive financial documents to merchants for accounting purposes.
• Worked with supervisors on major issues that required their intervention.
• Learned new technologies in a fast changing environment.
• Worked with Sale Representatives in downloading terminals and provided further customization on file builds to meets the merchant business needs.
• Greeted irate merchants with respect and nice manners to calm the merchant and assure them that their financial data has not been lost and is recoverable.
• Overall supported merchants technically and financially to the best of my abilities.

Confidential

Help Desk Analyst

• Provided 100 phone support for over 850 Barnes Noble retail bookstores. We were the primary point of contact for resolving all technical issues affecting the Barnes Noble store systems. Troubleshooted POS systems point of Sale and NCR register units, supported over 20,000 users' nationwide and supported Symbol hand held PDT Portable Data Transmitter . Performed hardware and software rollouts for over 543 stores via 3rd party vendor. Maintained database and system configuration via SQL.
• Provided first level support to Barnes Nobles stores for all hardware, software, and database issues.
• Troubleshooted NCR registers and POS Systems Models: 3001, 7600, 3501, 4054, 4057, 4067, 4101, and 4301 .
• Troubleshooted and supported Symbol register and receiving Scanners Models: LS9100 and Cyclone .
• Supported print and printer problems on various Brother and Lexmark printers and models Models: HL-1270, 1650, 5070, 5170, 5250, and MFC8840, Lexmark Models: Optra E, Optra , Optra S .
• Supported and troubleshooted IBM HP pc's for hardware and software issues.
• Provided support for IBM servers running windows 2000 2003 server IBM Models: X232 E Server, IBM PC330 Server Series, and IBM x345 E server .
• Supported various operating systems and applications such as: Windows 95, 98, XP Pro, 2000 2003 Server, Raid 6.11, MS Outlook, and an in house application called Bookmaster v8.5 which utilizes SQL, database, and Windows GUI to do a variety of things.
• All helpdesk calls were documented in the Computer Associates Unicenter Ticketing System.
• Confidential Lead Helpdesk Technician
• Reported on common problems and complaints, escalating netwide-wide troubles to Problem Managers and resolvers without or little supervision.
• Performed weekly data analysis of trouble-tickets for the retail helpdesk to reduce the down-time of branches and departments.
• Backed up NT and Dell PowerEdge servers through OmniBack MOM or locally with remote access Pcanywhere and/or DameWare .
• Restored Backup files from the arrays on Windows 2000 servers when the servers had improper images.
• Acted as Assistant Manager when there was no management at the helpdesk.
• Participated in Network Convergence Project during the weekends to validate the configurations and connections at branches and also multiple Disaster and Recovery projects.

Technical Helpdesk Trainer

• Trained newly staffed helpdesk employees with customer service information and technical procedures to provide assistance to computer users via telephone and e-mail and to develop and enhance quality customer relations.
• Developed and updated Web-Based Information Manual for the Helpdesk Department with troubleshooting techniques, escalation procedures and any updated information.
• Supported coworkers with technical assistance, assisting with network connectivity and remote access, and hardware and application software operations.
• Worked extensively with Microsoft applications such as Microsoft Office 97, Microsoft Outlook, and various Microsoft operating systems.

Sitescope Administrator

Monitored sitescope to reduce down-time of Chase application and web-based systems.

Ist Level Technical Support

Provided phone technical support/customer service for over 100 plus end-user daily.

• Multitask between logging all helpdesk calls accurately and providing telecommunication support.
• Learn new technologies and kept up with the fast changing environment while under pressure.
• Troubleshoot network internet/intranet, hardware Workstation, laptops, servers' printer and other hardware and application issues through remote access via VNC , DOS Commands, and Markvision.
• Ensured the satisfaction of customers through excellent relations and communication skills.
• Maintained trouble-ticket system Smart, Managenow, and Service Center to record and tack user calls and emails.
• Created user profiles and assigned passwords and group memberships in Windows XP Active Directory Platform.