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Helpdesk Support Administrator Resume Profile

PROFILE

An attentive, innovative, and results-focused Information Technology professional with over 20 years of wide-ranging expertise in database administration, hardware/software, systems management, connectivity, server back-ups, troubleshooting, and helpdesk support. Thrives when faced with new challenges and opportunities for corporate growth, and keeps a focus on incorporating best time management practices. A dedicated and resourceful problem solver who gets to the root of the issue to prevent costly future recurrences. As an approachable and conscientious team player, provides comprehensive service and support that elevates an organization to new heights of success.

Confidential

ITOC Network Monitoring Engineer

  • Responsible for HP Operations Management Queue to make sure that all tickets are assigned to
  • The proper group and is being worked.
  • Monitoring of F5 failures to make sure that they are brought back up quickly or assigned to be worked
  • Managed the approval of SNAPs Work Orders and verify the effectiveness of the solution post-ticket solution
  • Work closely with the Network engineers to make sure proper procedures are being followed when Servers, Routers, VOIP or any network equipment is being decommissioned.

Confidential

IT Specialist

  • Provide Desktop Support for clients using Windows XP, Windows 7, MS Office 2007/2010
  • Use of Ghost Desktop cloning Software Facilitate repair of systems under warranty Special Project new Voice Over Data Phone System VOIP
  • Troubleshoot VPN connectivity issues.
  • Strong customer service skills including the ability to work continuously with operational Departments.
  • User administration in an Active Directory environment Assist Network Admin and System Admin with their duties as needed Support IPAD and Smartphones.
  • Installed software, modified and repaired hardware and resolved technical issues.
  • Provided base level IT support to non-technical personnel within the business.
  • Managed call flow and responded to technical support needs of customers.

Confidential

Desktop Support Analyst

  • Experienced hardware troubleshooting and Desktop Support utilizing Windows XP, and Windows 7.
  • Strong understanding of Internet technologies Domain Names, Routing, Proxy Server, Web etc. Experience in the use of MS Office Suite MS Office 2003, 2007 and 2010 .
  • Use of Ghost Desktop Cloning software
  • Repair of systems under factory warranty or service agreement.
  • Special Project Support System Upgrades, both Hardware and Software
  • Provided desktop support to non-technical personnel within the business for 250 users.
  • Installed software, modified and repaired hardware and resolved technical issues.
  • Managed call flow and responded to technical support needs of customers ,responding to as

Confidential

Helpdesk Support Administrator

  • Provided Tier 2 technical support across all platforms and environments for internal and external clients.
  • Technology issues include: password resets, and issues with faxes, software, hardware, and telephones.
  • Software and applications support include vendor and internally developed products.
  • Received initial client contacts telephone, email, etc. .
  • Reports and tracks client technology problems, inquiries, and related requests.
  • Responds accurately and promptly to incoming contacts.
  • Collects required data and logs detailed client contact in the IT Problem Management database record Peregrine .
  • Identifies problem and resolves target percentage of initial client contacts.
  • Determines severity of unresolved issues and escalates issues accordingly.
  • Updates records to reflect status changes.
  • Communicates with clients, Technical Services staff, and managers about the urgency of issue, impact of any interruption of IT services, and changes in the issue's status.
  • Communicates technical issues at appropriate.
  • Managed call flow and responded to technical support needs of customers.

Confidential

Desktop Support Analyst

  • As a member of a three member team I was responsible for break/fix of laptops for the Pfizerl Animal Heath Sales Force of over 700 clients which included all software and hard problems that clients encountered that could not be resolved by the call center.
  • Cases were assigned and update with the use the use of the Peregrine tracking system.
  • Worked on the last 2 National Sales Meeting for Animal Health POA in Baltimore and San Francisco where we provided a Cyber Caf and break/fix for client laptops along with any system upgrades.
  • Responsible for equipment and ordering of spare parts.
  • Installed software, modified and repaired hardware and resolved technical issues.
  • Provided base level IT support to non-technical personnel within the business.

Confidential

Helpdesk Tech IT Level III

  • A major top five hospital in the nation, encompassing employees including professionals and support personnel at Columbia Presbyterian Hospital, Weil-Cornell Hospital, Wyckoff Hospital, Methodist Hospital, Westchester and other subsidiaries, was responsible for supporting technicians in the field.
  • Was also responsible for managing network and disaster recovery issues for faculty and staff at two teaching universities, Cornell and Columbia.
  • Troubleshot and resolved user calls to helpdesk for hardware and software problems and logged same by use of Remedy database.
  • Used various connectivity and network applications tools to resolve problems via Symantec Management System SMS .
  • Provided applications assistance to users, including CICS, Thunderbird Email, Sunquest Pharmacy System, Eclipsys, Eagle, and Cerner.
  • Performed server back-ups, placed maintenance calls to vendors, monitored CICS and Adabas regions, and provided operations support as needed.
  • Informed users of system outages.
  • As liaison with operations.

SKILLS

  • Information Technology Customer service expert
  • Analytical and critical thinker
  • Skilled at mediation
  • Fast learner

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