Help Desk Analyst Resume

SUMMARY

Confident, detail - oriented professional with proven results in customer service and IT applications. Demonstrates proficiency in communication skills, leadership, prioritization, problem solving, and stress management to facilitate success in several areas of business technology.

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

Confidential

Help Desk Analyst

Responsibilities:

Manage and provide exceptional quality customer service on a helpdesk serving 250+ users across 5 locations in 3 states with the assistance of one senior IT specialist
Train, manage, and oversee 3rd party level 1 helpdesk team remotely
Maintain business relationships with Dell, AT&T, Verizon, and several other vendors to actively maintain and troubleshoot issues with user laptops, smartphones, and IT infrastructure
Handle all hardware and software troubleshooting requests as well as new user setup, printer troubleshooting, network troubleshooting, and all other issues users report
Created and actively maintain two weekly educational segments for our users on Microsoft Teams regarding tips/tricks on using their computers more efficiently and a weekly spotlight on ways to improve security
Handle IT onboarding for new hires
Handle all audio/visual projects for end users including creating original training content
Actively use Salesforce to help promote business growth and create dynamic solutions for users and the management team
Actively maintain and monitor Office 365, Active Directory, and Exchange for this organization
Frequently travel to remote office locations to handle necessary tasks
Manage KnowBe4 training platform for end users
Administrate Smartsheet project management platform for end users
Create numerous work instructions and technical documents for end users

Confidential

Team Leader

Responsibilities:

Oversee 6 employees, delegate responsibilities, and communicate effectively with upper management. Relayed any issues to upper management expediently.
Continuously update legacy machines with newer hardware to increase user output without slowing down business as usual
Set up new users with computer hardware, software, and permissions. Add users to Office365 mailing system and troubleshoot computer hardware/software issues for 40+ employees.
Organize invoices, utilize QuickBooks software to input invoice information, and maintain a daily profitability spreadsheet to assist accounting department with processing hundreds of invoices a week.
Research current appraisal management company laws & regulations, keep track of certifications, and inform upper management of any compliance issues to make sure business is running optimally within legal boundaries.

Confidential

Wellness Coordinator

Responsibilities:

Organize, create, and execute exercise plans for 6 employees as well as provide motivation and feedback to ensure success
Perform additional office-related tasks including spreadsheet/document creation, HR file management on SharePoint, and logistics with communicating with Omaha, NE satellite office.
Author two blog posts a month relevant to health and wellness