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Helpdesk Support Resume Profile

Cary, NC

TECHNICAL SKILLS

  • Operating systems include Windows 8, Windows 7, Windows XP, Windows Vista and Windows 2000.
  • Infrastructure support include: iPhone, laptop, desktop and printer support.
  • Proficient with the following: Active Directory, Exchange 2003/2007, various ticketing systems, Citrix, Microsoft Office any version, any internet browser, VPN and remote dial in user support.

PROFESSIONAL EXPERIENCE

Confidential

Helpdesk Support

  • Answer customer calls regarding account lockouts and password resets in Active Directory for Shire Pharmaceutical employees.
  • Provide support for Microsoft Office, VPN, iPhones, and Citrix.
  • Utilize Remedy ticketing system to report issues and provide status updates.

Confidential

Implementation Project Manager

  • Managed multiple concurrent client implementations for the Allscripts 2014 Meaningful Use Package and Physician Quality Reporting System PQRS .
  • Supported 20 to 25 end users daily
  • Tracked project progress, assigned resources, and scheduled activity using Clarity, Microsoft Outlook, and Synapse.
  • Used Oracle and Contract Finder to verify contracts and Sales Force for internal and external communication.

Confidential

Helpdesk Support

  • Answered customer calls regarding phone and internet issues. Properly lead them through diagnostic procedures to determine the source of the problem and an effective resolution.
  • Kept records of incoming customer calls, recording details of inquiries, complaints, or comments, as well as actions taken
  • Utilized AOTS ticketing systems to fix all problems within the facility
  • Explained next actions and follow-up tasks with the customer

Confidential

Confidential

Desktop Support Technician

  • Provided desktop support to students using Microsoft Windows 7 and answered questions regarding properly operation of Microsoft Word, Excel, Outlook and PowerPoint.
  • Provided support for desktops as well as laptops
  • Monitored operation of computers and printers. Replenished printers with paper and ink.

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