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Service Desk Team Analyst Resume Profile

Professional Summary

Seeking an opportunity where I will be able to utilize my strong customer support, human resource and training and development skills. I am self-motivated and able to work both independently as well as a collaborative team member who is motivated to improve organization and employee performance by creating an environment of mutual respect, trust, consensus-building and accountability.

Skills:

  • New hire on-boarding
  • HRIS System
  • Training solutions development
  • Sales Force
  • New employee orientations
  • Superb interpersonal skills
  • Termination procedures
  • Analytical
  • Compensation and benefits
  • Personable
  • MS Office proficient
  • Dependable
  • Team building
  • Flexible
  • Employee recruitment
  • Dedicated team player
  • SharePoint Intranet software
  • Employee relations
  • Background checks
  • Kronos
  • People Soft
  • Performance evaluations
  • JIRA
  • PlanIt

Work History:

Confidential

  • Monitors project implementation plan in accordance with contract agreement to meet customer expectation
  • Review project time sheets internal and contractor to identify and remedy discrepancies
  • Enter and maintain client data in Salesforce
  • Update/maintain Team Calendar on Project Workspaces
  • Schedule, prepare for / facilitate meetings and events as required. This may involve coordination of larger meetings, reserving rooms / venues, resources, refreshments, etc.
  • Monitors project implementation plan in accordance with contract agreement to meet customer expectation
  • Conducts kick-off meetings with every new client to review expectations and to create a written project implementation plan with milestones and deliverables.
  • Creates work orders for add-on services to meet client's expectation and/or project date
  • Maintains a professional and courteous manner with clients
  • Responses to clients in a timely and attentive manner.
  • Communicates clients concerns and future needs to Account Managers
  • Lead the implementation work team to ensure timeliness of objectives.

Confidential

  • Update project plan estimates, dates, resource plans, and milestones with information from PM and other project team members
  • Review project time sheets internal and contractor to identify and remedy discrepancies
  • Review project expenses against project budget to identify and remedy any non-approved charges
  • Update/maintain Team Calendar on Project Workspaces
  • Facilitate Root Cause and Problem Statement sessions
  • Run scrum daily stand-up as requested by Project Manager engage team members, follow up on blockers, note action items
  • Assist with onboarding of new team members / grant requests for hardware and system access for existing team members and contractors. This may include requests for hardware, security badges, etc., and high level training / overviews of software tools such as JIRA, Sharepoint, etc.
  • Coordination of User Acceptance Testing and assisting in testing efforts
  • Respond to general inquiries and requests for information related to PMG and projects
  • Schedule, prepare for / facilitate meetings and events as required. This may involve coordination of larger meetings, reserving rooms / venues, resources, refreshments, etc.

Confidential

  • Assist with the distribution and data collection of the performance review process.
  • Assist in the development process to evaluate skills personnel career plans and recommend training opportunities for staff.
  • Coordinate and administrate the approved training initiatives for staff.
  • Oversee and track progress of staff training.
  • Monitor changes to employee development plan work closely with manager to reflect changes to employee's job that directly affects employee career plan and goals.
  • Provide reporting to Management to reflect changes and progress of development goals.
  • Coordinate, negotiate and manage training costs with vendors in order to accomplish organizational training goals and objectives.
  • Work closely with the business office to reconcile expenses regularly.
  • Coordinate and administrate the Onboarding process of personnel, to include 3rd party contractors/consultants.
  • Act as a liaison between hiring manager and candidate to facilitate collecting new hire documents, providing documents to Payroll and coordinating with support staff for equipment set up.
  • Manage accruals and leave cases for personnel, in conjunction with Corporate HR.
  • Assist with administering job and salary changes for personnel.
  • Assist with the administration of personnel and resource report.
  • As needed, update changes to personnel headcount and maintain accuracy of report.
  • Coordinate recruiting for the Clear Channel IT Division at their Stone Oak Location.
  • Organize and review recruiting contracts, maintain files, liaison with recruiting companies and employees.

Project Coordinator Confidential

  • Assist the Project Manager where applicable, in the day to day duties of a project's administration.
  • Maintain SharePoint team sites to ensure project economics are correct and documentation is current.
  • Organize, research, and complete technical and business documentation.
  • Capture and revise whiteboard photos into word documentation or Visio diagrams.
  • Plan and schedule team meetings, planning sessions, or bug triage.
  • Prep and set up for planning/training sessions. As well as capture key points and take a ways.
  • Maintain Microsoft TFS admin site keeping track of any bugs, change request or current task for project.
  • Assist in meeting facilitation

Service Desk Team Lead Confidential

  • Service Desk Performance and Functions
  • Maintain mission, services and objectives for the Service Desk.
  • Collect service quality data from customers, management, and other IT groups.
  • Meet service level agreements.
  • Ensure participation and buy-in of help desk processes and procedures from help desk staff and technical support partners.
  • Monitor, evaluate and improve on abandon rates, live transfer rates, and misrouted calls.
  • Provide leadership for daily operational functions to include: attendance records, vacation/sick days.

Service Desk Team Analyst Confidential

  • Customer and Technical Support Functions
  • Answer requests from the field to provide 24/7 customer service.
  • Maintain accurate description of user's problem and correctly note all steps taken to resolve issue in our ticketing system.
  • Keep customers informed of global problems or scheduled downtime.
  • Keep customers informed of progress on problems that cannot be resolved at the initial point of contact.
  • Maintain mission, services and objectives for the service desk.
  • Get input from customers, management, and other IT groups on quality of provided services.
  • Meet service level agreements.

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