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Helpdesk Analyst Resume Profile

Mauldin, SC

Summary

  • Proficient with technical troubleshooting, problem-solving and root cause analysis.
  • Results driven and Customer orientated with a big picture perspective.
  • Well versed in all Microsoft Office Applications, including Word, Excel, and Access.
  • Ability to work with a team to accomplish set goals and objectives
  • 10 years of Retail, POS, and end user support.

Technical Summary

Systems: Windows NT/2000/XP,

Databases: Very Limited Microsoft SQL, Microsoft Access,

Software: Microsoft Office 2003 and 2007, Google Apps

Network: Cisco Networking Equipment and VoIP phones

Technical Training: Course work in: CompTIA A , Network , Linux Red Hat, Cisco Networking Academy

Work Experience

Confidential

Help Desk Analyst

  • Provide technical support for hardware and multiple applications including: BMC Remedy Ticket Logging System, IBM 4690-SA Point of Sale Labor Management, receiving ChainTrack and Softgrocer ,AIX, Windows, Windows Workstations, registers, Wireless hand-held units MC9090 and PDT 6842/6846 .
  • Assist 206 stores with accounting issues, order uploads and operational procedures.
  • Responsible for crisis management situations including system outages, store down, robberies and product recalls. Technical liaison with Store Directors and Regional Vice Presidents during crisis situations.
  • Assisted in the system implementation and system review of several in-store applications.
  • Assisted with internal auditing process for stores
  • Implemented a database for reporting store internal findings.
  • Password unlock/resets on multiple platforms and applications.
  • Made sure that stores had the necessary systems available to provide excellent customer service to our customers.

Bookkeeper

Confidential

  • Prepared all daily and weekly financial reports, balancing charge accounts, and reconciling any financial discrepancies. Personally responsible for more than 30,000 in cash.
  • Supervised other office personnel to ensure that all services center transactions were conducted in accordance with company policy.
  • Responsible for the office consistently scoring 95 or higher on internal store audits.
  • Provided detailed training and coaching for new bookkeepers and management trainees.
  • Responsible for supervising teammates, assisting with scheduling, assigning tasks, and following-up to ensure completion. Ensured implementation of price integrity program and in-store linking.
  • Handled all customer issues that did not need the immediate attention of a salaried manager.

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