Help Desk Tier II Analyst Resume

SUMMARY:

To establish a mutually beneficial relationship with a dynamic and fast paced organization where my leadership skills and technical experience in help desk support will make a meaningful and valuable contribution to the organization’s overall mission and vision.
Ability of multitasking in a fast - paced environment, while maintaining an emphasis on quality.
Excellent troubleshooting skills on multiple platforms.
Ability to learn new systems quickly.
Effective oral and written communication skills.
Highly motivated and capable in both being a team player and effective self-management.
Proficient in Microsoft Office Suite and Lotus Notes.
Experienced in Database Support, Help Desk Support, Data Analysis, and Network Management.
Strong customer service skills.

TECHNICAL SKILLS:

Operating System Platforms: Microsoft Windows NT, 95, 98, 2000, XP, Vista, Windows 7, Windows Server 2003 Enterprise / SBS, Windows Server 2008 Enterprise, OS X 10.6, DOS, Citrix, Altiris(Refresh), Active Directory, Novell Server (NetWare Administrator) Sun Solaris.

Database Utilization: Oracle 10, Microsoft Access 2003 / 2007 / 2010, Microsoft SQL Express Server 2005 / 2008

Business Utilized Software: Access, Blackberry, Adobe, Internet Explorer, GUI interfaces, DameWare, Microsoft Office 2003 and 2007 Professional to include Outlook, Power Point, Publisher, Project, Word, Excel, and Info Path. Active Directory, Command Prompt, Symantec Anti-virus Client, Checkpoint Enterprise Suites, Full disk encryption, Microsoft Exchange Server 2008, Microsoft SharePoint Services 2007.

Service Desk Ticketing / Call Logging Systems: Remedy, CA Uni-Center event management system.

PROFESSIONAL EXPERIENCE:

Confidential

Help Desk Tier II Analyst

Responsibilities:

To handle simple queries on EIDM application, act as gate keeper for remedy tickets assigned to EIDM. Provide Helpdesk Tier 2 Support to perform detail analysis on issues that could not be resolved by Helpdesk Tier 1.
Work on the Center for Medicare & Medicaid Services(CMS) contract; to provide Tier 1 and Tier 2 support to a nation-wide customer base.
Coordinate and effectively communicate with upper tier technical support, other departments (DBAs, Testing, BA, QA teams), and business partners to ensure SLAs are met.
Deliver superior customer service and technical support for all incidents, inquiries and service requests through professional, comprehensive, and timely communication.
Conduct conference calls; and virtual Webex sessions with affected customers and internal/external teams to resolve issues.
Effectively utilize the Remedy ticketing system to triage and process tickets throughout their complete lifecycle within the established SLA framework.
Take ownership of problems and work proactively towards a solution using all available resources and troubleshooting methods.
Create and maintain process and technical documentation and SOPs.
Maintain a high level of customer satisfaction by following the basic ITIL/HDI support models.

Confidential

Help Desk Specialist, Tier II

Responsibilities:

Making independent decisions by performing question/problem diagnosis for customers;
Performing password resets using Active Directory, Checkpoint, and technical platforms within the DHHS infrastructure;
Documenting, researched, identifying and resolving technical issues reported by customers;
Documenting and tracking support activity in a repository to track solutions and aid service management by using Remedy ticketing system;
Communicated new solutions to management and peers in an effort to gain efficiencies in problem resolution for repeat issues;
Mentored less experienced help desk specialists through shadowing and frequent training sessions on tools, and customer service techniques.

Confidential

Help Desk Specialist, Tier I

Responsibilities:

Log all customer calls and inquiries using the CA Uni Center event management system.
Create, change, and unlock user accounts on mixed Windows NT/Novell Network Environment.
Provide support and troubleshoot various problems with Smart and Common Access Card (CAC) on DOD network.
Work with Upgrades/Implementation of software upgrades.
Assist with deployment of security (IAVA) patches.

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