Help Desk Agent Resume Example

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Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
Core Qualifications

MS/DOC, Word, Excel, Office Outlook and Power Point Windows 95/98, Microsoft Office 2000, XP, Vista, Lotus Note 6.5.4 · Data Entry 1500KPM, PeopleSoft 8, Norwell, Remote Connect · 4.0 (VPN) Network and Hardware troubleshooting, Adobe Acrobat, Internet Explorer (IE) · E-Mail Client: Microsoft Outlook (97, 98, 2000, XP, 2003) · Help Desk, Heat, Remote Access, Tivoli, Go-to-Assist, Track-It · Active Director: Account/Profile creation, security access, account maintenance · Antivirus and Antispam: Symantec Antivirus Corporate Edition (8.x, 9.x, 10.1) Rumba, Remedy and CRIS-E System

Professional Summary

Skilled IT professional with 20 years of experience, self-motivated,

quality-driven and able to meets management objective without direct supervisor. I possess solid analytical, organizational and writing skills.

Well-rounded, technical problem solver that places support and customer services as priority.

09/2014 to 11/2014 Help Desk Agent Leidos Holdings Inc. | Windsor Mill, MD,
  • Provides support & service to information system users on a computer or telecommunication network running in stand alone, client/server, web-based and/or networked environment using established methods and procedures performs routine analysis to resolve problems.
  • Provides installation and/or monitoring support to IT specialists.
  • Utilizes applications that monitors systems and notifies higher- level staff of any concerns.
01/2010 to 01/2014 Help Desk Agent Leidos Holdings Inc. | Vista, CA,
  • Offering the working knowledge of operating the CCIDS provider portal.
  • Train and implement procedures to inputting the incident/injury report for the Child Care Licensing Division.
  • Set up new hires and Avaya phone system.
  • Investigating incorrect banking information for providers.
  • Assisting providers with Provider Agreement, Rae Form and Banking Information.
  • Unlocking the provider portal when it has been disabled and the Ohio Electronic Child Care Provider Web (ECC).
  • Review and research legislative inquiries.
02/2009 to 09/2010 Help Desk Agent Leidos Holdings Inc. | Beavercreek, OH,
  • Transferred employees using Avaya phone platform to new desk.
  • Assist provider with understanding the Rate Information forms.
  • Creating tracking reports for providers that have new email information.
  • Making calls to providers to assist with questions regarding their portal information.
  • Working with the County Department of Jobs and Family Services workers to understand the payment processing system.
  • Assist County JFS in retaining accurate information for provider.
  • Creating and duplicating 1099 forms for providers.
  • Manual Adjustments on the ECC.
  • Working with 5 Accreditation Institutions to ensure accurate records.
  • Process complaints filed against daycare centers and in home providers.
  • File incident reports.
  • Make referrals to child protective services and adult protection services.
  • Process applications for group home and foster care agencies.
  • Check the status of complaints using Remedy system.
  • Verify daycare provider information in Rumba.
  • Take reports for Allege Operations which monitor unlicensed child care providers.
  • Provided information to individuals on how to obtain BCI check on the care.
  • providers Call volume average 80 calls per day.
  • Assisted in State of Ohio Employees with troubleshooting functional issues in the Oaks Financials Environment.
  • Respond to specific security request.
  • Assisted with creation of Help Desk tickets.
  • Hardware problems resolution (PC, monitors, printer and mobile devices).
01/2006 to 01/2008 Help Desk Analyst Toast | Dallas, TX,
  • Assisted State of Ohio Employees with access their pay and personal information via E-Pay.
  • Assisted State of Ohio Employees with troubleshooting functional issues in the Oaks Financials Environment.
  • Assisted the Oaks Management's staff with training and development of fellow helpdesk staff.
  • Ran daily report metrics and queries to track the volume of systems issues using Microsoft Excel and PeopleSoft 8.
  • Corresponded with end users via outlook email.
  • Assisted end users with remote access via VPN.
  • Call volume average 80 calls per day.
Expected in April 2010 Associate | Information Technology/Networking University of Phoenix, , GPA:
Information Technology/Networking
Work History
to Ohio Department of Rehabilitation and Corrections | ,
to Ohio Department of Job and Family Services | ,
to Ohio Department of Jobs and Family Services | ,
to Ohio Department of Administrator Services | ,

Adobe Acrobat, Antivirus, Avaya, banking, client/server, Hardware, Client, Data Entry, E-Mail, email, Financials, forms, functional, Help Desk, IE, Internet Explorer, Lotus, Director, Access, Excel, Microsoft Excel, Office, Microsoft Office 2000, Outlook, Microsoft Outlook (97, Power Point, 2000, Windows 95, 98, Word, monitors, Network and Hardware, network, PeopleSoft 8, phone system, printer, research, Rumba, Symantec, telecommunication, phone, Tivoli, Track-It, troubleshooting, Vista, VPN

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Resume Overview

School Attended
  • University of Phoenix
Job Titles Held:
  • Associate