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Help Desk Analyst  Resume

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Richmond, VA

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SUMMARY

  • Innovative, accomplished IT professional with over 15 years of experience in Project Management, SOP Implementation and Database Administration. 
  • Proficient, workmanship able to handle a challenging environment that focuses on customer service, software/hardware management, report writing and data security, backup, recovery and analysis.
  • Extensive hands experience leading all stages of system development, including requirements definition,design, architecture, testing and support.
  • Experienced in financial modules including but not limited to; AP/AR, general ledger, fixed assets, cash management, inventory management,payroll, billing.

TECHNICAL SKILLS

Office Access, Excel,Word, Outlook,SQL Server,Sharepoint,Project,SAP Crystal Reports,Visual Studio. VMware. Oracle SQL, ESRI ArcGIS, Linksys Routers, MS Virtual Desktop

PROFESSIONAL EXPERIENCE

Confidential, Richmond, VA

Help Desk Analyst 

  • Respond to customer problems via telephone and web based ticketing.
  • Use Ticketing system to Work and escalate problems as appropriate.
  • Assist with account management with password and user name reset.
  • Used Active Directory To research and assign Groups Permissions.
  • Use Remote Access to resolve issues.
  • Use verbal and written communication skills.
  • Experience supporting, backup and securing confidential data.
Confidential, Culpeper, VA

Programmer/Analyst

  • Programmer for development and modification of Microsoft Dynamics Great Plains.
  • Writes new or modify existing computer programs.
  • Develop/Review/Monitor program development, coding, testing and problem solving.
  • Provide technical assistance to user departments.
  • Plans and conducts acceptance tests for new systems and modifications to existing systems.
Confidential, Woodbridge, VA 

Information Specialist 

  • Respond to customer problems via telephone and web based ticketing.
  • Provide deployment/implementation maintenance and support for computers.
  • Perform product evaluation, setup, design and operation of the Public Access Computers.
  • Provide application support, troubleshooting, diagnoses and root cause effect for staff and patrons on Public Access Computers .
  • Provide training to staff/patrons on application operation, security protection and recovery.

Confidential, Richmond, VA

Help Desk Analyst 

  • Respond to customer problems via telephone and web based ticketing and act as single point of contact for 2000+ users daily.
  • Use WAW Ticketing system to escalate problems as appropriate.
  • Assist with account management with password and user name reset.
  • Share point Administrator Build/Modify Knowledge Database.
  • Use 50 Multi State Mainframe for research and verification.
Confidential,Richmond, VA

System Administrator

  • Responsible for Desktop configurations, network access and connectivity issues, and printer connectivity.
  • Database Setup and Administration.
  • Responsible for troubleshooting, installation, configuration and repairing computer systems.
  • Perform hardware and software performance regularly.

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