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Help Desk Support Analyst Resume Profile

NJ

OBJECTIVE

Customer service oriented professional looking to secure a position that will enable me to use my strong organizational, analytical, and customer services skills, as well as my ability to work cooperatively with my peers and end users to have the opportunity to become a valued team player that will work toward the company's goals and successes.

WORK EXPERIENCE

Help Desk Support Analyst

Confidential

CONTRIBUTIONS:

  • Help desk reception and triage
  • Provide analytical skills to test a wide variety of desktop software applications with multiple operating systems
  • Utilize remote access tools such as Remote Desktop, SCCM, SMS, Ultra VNC, and LogMeIn to resolve issues as appropriate
  • Experience in supporting Citrix Desktop with Safeword AD for in house and remote hosted users/offices
  • Make adjustments for new or existing users in Active Directory
  • Update and data entry for department databases/tools
  • Update Operational procedures and post on SharePoint
  • Monitor and troubleshoot interfaced systems
  • Lead, assign, and organize departmental projects
  • Maintain and purchase software licensing for the organization
  • Maintain and track maintenance support contracts and renewals with external vendors for the organization
  • Order, receive, and track office supplies for three department locations
  • Order, receive, and track IT equipment including, desktops, laptops, printers, scanners, phones and peripherals for the entire organization
  • Provide Basic Telcom support for in-house users
  • Manage users' accounts and passwords for multiple applications
  • Run system backups for core applications
  • Experience supporting Microsoft Office products such as Exchange, Access, PowerPoint, Word, Excel, Visio, Project, and OneNote 2003, 2007, and 2010 as well as MS OS XP and 2007
  • Support end-user issues in extended or after hours support as sole resource

Data Center Computer Operator

Confidential

CONTRIBUTIONS:

  • Secondary Help Desk reception and triage
  • Monitor and troubleshoot interfaced systems
  • Run system backups for core applications
  • Create, FTP, print, and distribute daily reports/files for the organization
  • Support end-user issues in extended or after hours support as sole resource

Receptionist

Confidential

CONTRIBUTIONS:

  • Reception and triage
  • Maintaining data entry for customer renewals, pending cancellations, final cancellations, and additions to insurance policies
  • Ordering office supplies

SKILL SETS

  • Windows XP and 7 Desktop Support
  • PC/Laptop Troubleshooting/repair/build
  • Citrix Desktop Support
  • Active Directory
  • Remote Access Tools SCCM, SMS, Remote Desktop, Ultra VNC, and LogMeIn
  • MS Office 2003-2010 Support Exchange, Word, Excel, Power Point, Access, OneNote, Visio, Project
  • Blackberry, Android, and iPhone Support
  • Safeword Administration for Citrix
  • Cerner Millennium Support EHR
  • Basic Network/wireless Support
  • Hardware/Software purchasing, receiving and tracking
  • Support Contracts- Purchase, renewal, and tracking
  • Telcom Support Avaya
  • Printer/Fax Support and repair including vendor facilitation
  • Quadramed Affinity Support HIS
  • Adobe Reader, Acrobat, Flash Player Support
  • Internet Explorer Support

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