Helpdesk Analyst Resume Example Easy Solution

HELPDESK ANALYST

Professional Profile

Accomplished Computer Technician with a rapidly increasing range of industry experience looking to bring strong instincts and a proven record of procedural compliance, process management and strong operational skills to a rapidly growing company.

Qualifications

COMPUTER SKILLS ♦ Microsoft Word ♦ PowerPoint, Visio ♦ Excel, Access ♦ Altris, USD ♦ Desktop Manager ♦ Track-IT ♦ Microsoft Office Suite ♦ Oracle, and SQL Platinum ♦ Network Management Tool ♦ Active Directory ♦ Internet Explorer ♦ GRASP, Epic, PCSI ♦ Dameware, Exchange ♦ Remote Desktop, VNC ♦ IP configuration and ping. ♦ Window 95/98/2000/2007/XP/NT, UNIX ♦ Windows 2003, 2007, 2010 Server ♦ Main Frame ♦ Languages - C+, C++

Experience

Helpdesk Analyst
January 2008 to January 2010Easy Solution － San Diego, CAEscalated tickets as directed by standard procedures. Interviewed users to collect information about problems and helped users with diagnostic procedures to determine source of errors. Researched answers and guided client through corrective steps, quickly, clearly, and jargon-free. Troubleshoot business systems problems both independently and as part of a team. Planned, developed and implemented business solutions. Logged and tracked calls from users and maintained Altris database. Reviewed data, created reports, and made suggestions. Supported the roll-out of new applications. Responsible for solving software and hardware related problems. Tracked and addressed trends and planned long-term resolution strategies for chronic problems.

Benefits Systems Specialist
January 2008 to January 2008BeneTrac Inc － San Diego, CA♦Identified & resolved customer's production issues by troubleshooting and analyzing plan setup. Worked with carriers to ensure the accuracy of electronic eligibility processes. Provided training to new HR users & emphasized features/resources. Reviewed audits results completed by Data Auditors. Explained & completed uploads which includes: updating demographic information and volume updates. Responsible for the reconfiguration of current plan/benefit rates structure. Analyzed alternative open enrollment process to meet customer's needs. Imported new enrollment and provided ongoing technical support.

Telecom Analyst
January 2007 to January 2007ProfitLine Inc － San Diego, CAAnalyzed customer's mobile spending every quarter at the line item level. Examined usage levels and patterns, plans, features/value/cost, historical trends and anomalies. Recommend measures that could decrease additional expense and increase performance. Responsible for implementing changes with carries and made sure the saving showed up on next bill. Created standard, customized, and optimization reports. Analyzed accounts for trends and researched alternative services including any necessary variance. Participated in monthly, quarterly, and annual forecast process in the areas of telecommunication. Worked with IT staff and internal team in the development & implementation of SQL. Created and maintained standardized queries for data analysis.

Helpdesk Technician
January 2004 to January 2004Sempra Energy － San Diego, CAPerformed hands on fixes at the desktop level, including installing, and upgraded software. Provided local and remote technical support for internal and VP customers. Performed post-resolution follow-ups to help customers' request. Analyzed trends for ways to prevent future problems. Handled all incoming calls and resolved customers' problems. Responded to various desktop and networking issues. Resolved basic PC hardware and application issues. Logged requests and issues into the help desk tracking system to assign appropriate resource. Responded to all virus alerts by cleaning and scanning desktop or laptop computers. Reset user passwords and performed analysis on helpdesk database. Monitored the console to determine level of severities. Provided web-base technical support to Enterprise -level customers.

Education

Certification : Computer Systems Technician, 2010UEI College － San Diego, CA, USComputer Systems Technician UEI College-2009-2010 CompTIA A+ Certification San Diego, CA

Bachelor of Science : Business/Information Systems, 2001University of Phoenix － San Diego, CA, USBachelor of Science, Business/Information Systems University of Phoenix, San Diego, 2001

Associate of Science : Business Administration, 2000Mesa College － San Diego, CA, USAssociate of Science, Business Administration Mesa College, San Diego, CA, 2000

Affiliations

Voluteer wwith

Certifications

CompTIA A+ Certification

UEI Computer Systems Technician

Skills

Database, Helpdesk, Solutions, Technical Support, Comptia, Audits, Benefits, Hr, Training, Accounts For, Data Analysis, Increase, Marketing Analysis, Optimization, Sql, Telecom, Telecom Analyst, Telecommunication, Help Desk, Incoming Calls, Networking, Scanning, Ups, Access, Active Directory, Bmc, C++, Corrective Action, Database Administration, Documentation, Engineering Support, Epic, Excel, Exchange, Internet Explorer, Marketing, Microsoft Office, Microsoft Windows, Microsoft Word, Ms Office, Oracle, Powerpoint, Satisfaction, Scheduling, Testing, Track-it, Training Manuals, Unix, Visio, Windows 2003, Word, Associate

Resume Overview

Companies Worked For:

Easy Solution
BeneTrac Inc
ProfitLine Inc
Sempra Energy

School Attended

UEI College
University of Phoenix
Mesa College

Job Titles Held:

Helpdesk Analyst
Benefits Systems Specialist
Telecom Analyst
Helpdesk Technician

Degrees

Certification : Computer Systems Technician , 2010
Bachelor of Science : Business/Information Systems , 2001
Associate of Science : Business Administration , 2000

Helpdesk Analyst Resume Example

Resume Score: 100%

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