SUMMARY:

• Helpdesk analyst with Confidential with a strong background in computer networks, effective communication skills, and a complete knowledge of network security and operating systems can be fully utilized to improve operations.

TECHNICAL SKILLS:

Systems: Windows (2000, 2003, Vista, 7, 8, 10), UNIX, Linux

Hardware: Servers, Hubs, Routers, Switches, PC s, Printers, Scanners

Software: MS Office Suite, MS SQL Server, Visio, MS Visual Basic

Networking: TCP/IP, DNS, DHCP, WINS, Ethernet

PROFESSIONAL EXPERIENCE:

Confidential,Minnesota

Helpdesk Specialist

• Provide Service Desk support to users either via phone, email or desk side as required.
• Perform initial problem analysis and triage problem to other appropriate staff when appropriate.
• Record, track and document the service desk request problem - solving process, including all successful and unsuccessful decisions made, and actions taken through to final resolution.
• Develop, implement, and/or participate in the preparation knowledge base articles and/or documentation for Service Desk use; Make recommendations for improvements. Participate in the evolution of a comprehensive training plan for Service Desk procedures; assist in on-the-job training personnel when required. Collect, organize and document all problems and solutions in the Service Desk Tracking System;
• Assist technicians with installation, configuration and set up of computer systems as per established procedures when required.

Confidential,Stillwater, Minnesota

IT End Point Support Specialist

• Provides basic information technology user support: Resolve a variety of end user issues and answer questions; Install, configure and perform routine maintenance on systems hardware and software, including servers and operating systems; Create and maintain user accounts; Maintain, monitor and support data and voice networks, including client connectivity, authorization and authentication;
• Participate in designing, analyzing, implementing and maintaining applications systems; Write and maintain computer code and tests applications; Participate in the analysis, design, development, maintenance and administration of automated databases;
• Implement and maintain data structures, including stored procedures and views; Perform basic analysis, design, development, and maintenance of websites; Assist in gathering user requirements and documenting work processes;
• Assist in planning, design and implementation of new applications or systems; Provide service desk support; Provide first level support, install, configure and maintain workstation hardware, software and peripherals; Evaluate workstation support needs; Plan and implement maintenance, upgrades and training programs; Implement and monitor computer security and quality assurance procedures; Collaborate with computer users to provide technical support; Maintain required documentation; and Participate in research of current and emerging computing technologies.

Confidential, Minnesota

Program Support Clerk

• Receives all incoming general telephone calls, inquiries, and delivered mail; Sorts, distributes, and redirects requests and correspondences to the appropriate areas and individuals; Greets and determines the purpose of the visit from a diversity of publics;
• Works with private and confidential patient records and other critical or sensitive information; Participates fully with quality assurance and continuous improvement activities and regulatory agencies;
• Apprises the Supervisor of all activities that may positively or negatively affect the overall efficiency of the service or affect the delivery of quality care; Recognizes and reports deviations from accepted and established procedures; Interprets and verifies provider orders in accordance with scheduling guidelines; Schedules, cancels, and reschedules patient’s appointments and/or consults;
• Monitors both inpatient and outpatient appointments for the laboratory; Performs clerical-level work to support the acquisition of supplies and services to meet the purchase, rental, or lease needs of an organization; Determines needs by accurately interpreting basic eligibility and medical entitlement from patient records and medical consults; Performs a full range of standard clerical and basic supply assignments.

Confidential, North Carolina

Work Study Coordinator

• Assist with the dissemination of general information regarding Veteran benefits and/or services, Provide assistance to students and parents with general inquiries about Veteran benefits via phone, email, or in person,
• Maintain and organize veteran-related files, Assist with the processing of accurate and timely enrollment certifications for all veterans affairs educational entitlement programs, Assist with maintaining regulatory, information security and confidentiality compliance in accordance with federal, and state guidelines, Assist with providing support and consultation for veterans’ related issues on campus (i.e. transition assistance),
• Assist with maintaining positive relationships with key offices in order to facilitate services to students receiving veterans’ related educational entitlements, Assist with maintaining accurate and current information in related information systems (VA Once, and Cool Query),
• Assist with the reporting of student enrollment information, due progress, approved programs and tuition/fees, and contact information, Assist with the development and distribution of accurate and current Veterans Affairs Office publications to relevant constituencies (brochures, flyers, posters and web content)

Confidential,Phoenix, Arizona

IT Specialist/PC Support Specialist

• Provide hardware maintenance support, hardware upgrades (Firmware, BIOS, Service Packs, memory); software in-house customer support; adds, moves or changes, implementations, routine preventive/preemptive troubleshooting; software upgrades Active Directory - Adds, moves or changes/implementations.
• Provide exceptional customer service through strong communications and interpersonal skills, responsiveness and understanding of customer needs and ability to follow-through on problem resolution and prevention of problem recurrence.