Help Desk Specialist Resume Example State Of Georgia / State Properties Office

HELP DESK SPECIALIST

Summary

Exemplifies high standards of customer service and confidential support to external and internal customers from the front-line to upper-level management in the private and governmental sectors Proven reputation to communicate effectively and professionally, identify issues, provide concrete resolutions and/or exercise appropriate judgment to direct issues to the appropriate sources Demonstrates exceptional organizational skills, productively schedules events, meetings, executes projects, coordinates travel, plans and facilitates training 10+ years of progressive development and experience in help desk, software application support, computer information technology operation and support hardware support, telecommunications management and support Accomplished 3 years of human resource and personnel administrative operations Personifies proactive, detailed and team-oriented work ethic with great optimism and willingness to learn, instruct and mentor

Highlights

SYSTEMS & TECHNOLOGIES
Aastra/Nortel Analog/Digital Phones
Acronis Disk Imaging
Active Directory 2003
Amazon.com Business
Apple iPhone
AT&T/IBM Maximo
Blackberry RIM
Bank of America Works
Canon/Xerox/HP Copy/Print/Scan
Dell/HP PC Hardware
Dell/Logitech/MS Peripherals
Georgia Unified Arts Voicemail
GETS Portal
GO/FLEX
Internet Explorer/Mozilla Firefox
Kaseya IT Management System
McAfee/Trend Micro Anti-Virus
MS Office 2003/10/13
MS SharePoint 2003
PeopleSoft HRMS
Postini Spam Filter by Google
Remote Desktop Connection
QuickBase by Intuit
Verizon Wireless - My Business
VMWare
Windows XP/Vista/7
Windows Server 2003/2008

Experience

10/2008 to Current

Help Desk SpecialistState of Georgia / State Properties Office － Atlanta, GA

Georgia Building Authority (GBA) / State Properties Commission (SPC) Serves as IT's first-tier contact for end-user inquiries to the IT Service Desk using Kaseya IT Management System regarding computer software applications, hardware, telecommunications and special employee/or project requests.
Deploys, installs, configures and troubleshoots computer desktop hardware, software applications, and peripherals.
Serves as the liaison between GBA/SPC, GETS (Georgia Enterprise Technology Services), and AT&T/IBM for all telecommunications needs and project requests.
Processes service desk orders for new activation, move, repair and deactivation of landlines using the GETS Portal and AT&T/IBM Maximo.
Processes service desk orders for new activation of wireless devices through communication with our Verizon Wireless Enterprise Consultant and using Verizon Wireless - My Business.
Processes the return of defective wireless devices by the Verizon Wireless warranty deadline.
Enters updates to employee data in Active Directory, QuickBase and Verizon Wireless - My Business.
Performs audio/visual set-ups for meetings and events.
Provides training to end-users and departmental groups on the appropriate use of computer software applications, hardware and telecommunication devices.
Performs computer orientation for all new employees of GBA/SPC and coordinates scheduling with human resources.
Manages IT storage room and processes the surplus of computer and telecommunication inventory.
Serves as the IT Department's purchasing card holder, by transacting orders through various vendors and specialized IT staff, preparing purchase requisitions, obtaining approval signatures and reconciling purchases using the Bank of America Works application and by the Accounting policies and deadlines.
Processes and maintains the IT department's leave grid and timesheets.
Independently and collectively researches to acquire knowledge of emerging technologies that would benefit the Authority and departments.
Assists in the maintenance of wireless devices, locally and on the enterprise server application.
Assisted in network cable installations and termination for data or network connectivity to end-users.
Processed weekly and monthly storage tape back-up of data on network and servers.

10/2007 to 10/2008

HR Benefits CoordinatorGBA － Atlanta, GA

Processed payroll, personnel and benefits transactions, including new hire/transfer/separation paperwork, retirement, leave and time sheet maintenance, personnel file maintenance, according to the retention policy and procedures.
Co-facilitated Open Enrollment sessions and processed entries using various software applications, such as PeopleSoft/HRMS, GO/FLEX, and Document Direct.
Processed and maintained personnel, medical, background/drug testing and I-9 file records.
Processed E-Verify transactions for new applicants.
Processed employee verifications.
Coordinated and facilitated New Employee Orientation sessions, Faithful Service Awards Program (Employees' Retirement System), State Charitable Contributions Program, and inter-agency awards program.
Served in employee relations advocate for the Employee Assistance Program (EAP), specials event and wellness initiative.

11/2005 to 09/2007

Personnel TechnicianState of Georgia Department of Education HR Department － Atlanta, GA

Processed personnel and benefits transactions, including new hire/transfer/separation paperwork, retirement (Employees' and Teachers' Retirement Systems), leave and time sheet maintenance and personnel file maintenance, according to the retention policy and procedures.
Co-facilitated sessions for Open Enrollment and the State Charitable Contribution Program, and processed entries using various software applications, such as PeopleSoft/HRMS and GO/FLEX for these programs.
Processed and maintained personnel, medical, background/drug testing and I-9 file records.
Processed E-Verify transactions for new applicants.
Processed employee verifications.
Co-facilitated New Employee Orientation sessions.

11/2000 to 11/2005

Help Desk SpecialistState of Georgia / Georgia Merit System GMS SPA － Atlanta, GA

Recently merged with DOAS - Department of Administrative Services, 2012 Remote 1st level IT POC for users of the PMTools performance management software application.
Installed and configured PMTools and performed troubleshooting techniques for resolutions.
Determined if escalation was necessary and participated in resolutions.
Trained additional staff to reset passwords of customers for their access to PMTools during peak performance management seasons.
Provided marketing strategies for continued sales and support, and processed software orders, including packaging and shipping.
Co-facilitated focus group meetings held to gather necessary feedback vital for future and successful upgrades.
Maintained up-to-date website content, including the frequently asked questions (FAQs), updates, patch deployments and system maintenance availability.

Education

June 1991

Associate of Science: Elementary EducationAtlanta Metropolitan College － Atlanta, GAElementary Education

2014

Computer Information SystemsSaint Leo University － Saint Leo, FLComputer Information Systems

Skills

Accounting, Active Directory, Administrative, Anti-Virus, Apple, Arts, agency, audio, back-up, benefits, cable, com, hardware, Consultant, Dell, employee relations, focus, HP, human resources, IBM, Imaging, Internet Explorer, inventory, IT Management, marketing strategies, McAfee, meetings, access, MS Office, Windows, Windows XP, Works, Enterprise, network and servers, network, Nortel, packaging, payroll, PC Hardware, peak, PeopleSoft/HRMS, PeopleSoft HRMS, performance management, peripherals, personnel, policies, Processes, purchasing, reconciling, sales and support, scheduling, shipping, SPC, telecommunications, telecommunication, Phones, Trend, troubleshooting, upgrades, Vista, website content

Resume Overview

Companies Worked For:

State of Georgia / State Properties Office
GBA
State of Georgia Department of Education HR Department
State of Georgia / Georgia Merit System GMS SPA

School Attended

Atlanta Metropolitan College
Saint Leo University

Job Titles Held:

Help Desk Specialist
HR Benefits Coordinator
Personnel Technician

Degrees

Associate of Science : Elementary Education
Computer Information Systems

Help Desk Specialist Resume Example

Resume Score: 100%

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