Service Desk Analyst Resume

SUMMARY:

Experienced professional with organizational and planning skills that balance work, team support, training and ad - hoc responsibilities in a timely and professional manner.
Detail oriented, resourceful in completing projects and able to multi-task effectively.
Always a team player but can also work independently while setting departmental goals as well as guiding and coaching team efforts.

TECHNICAL SKILLS:

Software: MS Office (2007 & 2010), S QL Plus, SOAPUI, Adobe Professional, IBM Clearcase, IBM ClearQuest, CorelDraw, NIH proprietary Reports & Search engines, AS 400 Series, Windows OS (XP, Vista, 7 & 8)

Browsers: Internet Explorer, Mozilla Firefox, Chrome, Safari

CallTracking and Ticketing Tools: Clarify, Angel, BMC Remedy, Numera Footprint

Hardware: Point of Sale Workstations, PCs, Laptops, Tablets, Telephony Systems, Printers, Routers, Modems

Networking: LAN & VPN/Remote Connectivity, TCP/IP, VPN, PC Anywhere, Webex, LogMeIn

Platforms: Mac OS X, Windows, Linux, NetWare Servers, Apple, Android

WORK EXPERIENCE:

Confidential

Service Desk Analyst

Responsibilities:

Guide authors and PIs on achieving compliance with the NIH Public Access Policy
Provide technical support to PIs and authors for the NIH Manuscript Submission (NIHMS) system
Provide troubleshooting on issues with manuscript submissions.
Extensive knowledge of the PubMed, PubMed Central (PMC), NIHMS, NCBI My Bibliography systems.
Perform initial quality assurance proofing of manuscripts submitted to PMC via the NIHMS.
Used prior eRA knowledge to better assist PIs with resolving compliance issues on their NIH Progress Report (RPPR).

Confidential

Electronic Research Administration

Responsibilities:

Served as the Service Team Liaison to the NIH Grants Management, Program, Budget, xTrain and Grants Closeout communities.
Provided technical support and user training to both research grant award applicants and internal NIH users.
Extensive knowledge of proprietary eRA/NIH systems such as the Grants Management, GM Workbook, Program, Grants Closeout, eTA, eAdditions, Grant Folder, xTrain, IPF, IC Admin, eRA Commons, Peer Review, ICO, Payback, QVR and Grant Update modules.
Subject Matter Expert of the NIHMS and MyNCBI processes in eRA Commons
Provided extensive troubleshooting on errors with the grantee organizations.
Maintained the System-to-System (S2S) grant application submission process.
Provided technical support to System-to-System (S2S) users.
Developed Frequently Asked Questions (FAQs) and Knowledge Base documents for the Service Desk.
Gained experience using Grants.gov in production and non-production environments.
Helpdesk Liaison for System-to-System (S2S) testing and grant submissions.
Maintained user accounts and roles for NIH and other HHS staff.
Extensive knowledge of NIH grantee registrations and grant application process.
Consistently praised for communicating effectively with both technical and nontechnical users. Known for excellent problem-solving skills and patience in dealing with frustrated users.
Received outstanding ratings on performance reviews each year, with top marks in teamwork, customer service, communication and problem-solving skills.
Received recognition from the NIH Office of Extramural Research in consecutive years, for being vital to the Grants Management Fiscal End of Year process.

Confidential

Customer Support Analyst

Responsibilities:

Routinely exceeded call-handling goals, closing an average of 30 calls daily (25% above quota) with a 75% first-call resolution ratio and an average talk-time of 5.5 minutes -- well below 10-minute goal.
Quickly gained prolific knowledge of the MICROS proprietary hardware and software.
Promoted to the elite overnight staff after 6 months of starting.
Diagnosed, troubleshot and resolved a range of software, hardware and connectivity issues.
Provided user training for the MICROS Point of Sale workstations.
Utilized Remote and VPN connectively tools to address issues on clients’ computers and Point of Sale workstations.

Confidential

Administrative Assistant/Liaison

Responsibilities:

Managed multiple accounts including two government accounts (GSA and DEA).
Developed and managed a filing system for accounts’ inventory.
Acted as the liaison to several government branches for the GSA vehicle and license plate issuance and renewal program.

Confidential

Administrative Assistant

Responsibilities:

Received in-bound screening calls.
Conducted nationwide surveys for calling customers.
Outstanding abilities of analyzing, evaluating, managing and solving the most complex and high scale business problems of ERP, CRM, MDM and Real Time (or near Real Time) OLTP, OLAP and ETL processes under RDBMS, Data Marts and Data Warehouse
Over 18 year great experiences in logical and physical designing, developing, maintaining and tuning large scale databases and Data Warehouses for Oracle, MS SQL and DB2 under Unix/Linux/Windows/AIX/AWS and AWS Big Data

Confidential

Food Server

Responsibilities:

Served customers food and drinks, and ensured a pleasant dining experience.
Trained on providing excellent customer service.

We provide IT Staff Augmentation Services!

We'd love your feedback!

Resume Categories

Client Services

Job Seekers

Visa Sponsorship