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Helpdesk Support Analyst Resume Example

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HELPDESK SUPPORT ANALYST
Experience
Helpdesk Support Analyst01/2016 to 06/2017
  • Keeping a consistent positive attitude as things continue to change within the company structure to focus on the positive outcomes that are lined up to achieve.
  • Successfully presented at UGM 2014 along with live customer demos and on-the-spot trainings.
  • Successful support of high-level customers.
  • People 2.0.
  • Internal and external end-user support for software and hardware.
  • Troubleshooting of system and hardware issues with ticket entry/resolution in AutoTask.
  • System Backup tapes management using Dell hardware and Backup Exec 2010 to change, monitor, and inventory tapes.
  • Installation of hardware into computers and OS/Software upgrades.
  • Monitored any monthly updates of WIN XP, 7, 8 versions of software and other installed programs.
  • Some office machine setup including printer networking.
  • User setup and deactivation in Active Directory for access to computers and software including RDP access and Citrix/Dynamics setup and installation.
  • Completion of education to support the following staffing industry software: Avionte, BlueSky, Bullhorn, PeopleNet, and API-CSS/RSS.
  • Created and presented multiple Webinar presentations for end-user training on system features.
  • Trained new employees on overall use of our internal systems and new features.
  • WIN/MAC/Android OS environment support for our software use.
  • QA testing for new features up for release by development team.
  • Completion of yearly goals for IT department.
  • Assisting Users on staffing side with payroll-related issues including corrections and adherence to payroll laws on the national and state levels.
  • Currently learning SQL to further IT education.
  • Use of SQL Management Studio to run previously saved Queries.
  • Basic WIN 2003/2008 server knowledge and monitoring with VMware vSphere Client and IT Assistant.
  • Recently conducted search analysis by creating a survey to our end-users in order to measure the use of the search features in our system and provide development with enhancement options.
  • Completed additional payroll law training, compiled documentation, and presented to the team for payroll monitoring in the database.
  • Apply payroll and tax rules when monitoring the processing in the system.
  • Completed full implementation of early users for new software-integrated feature for employee payroll entry.
  • Worked directly with Users to set up their clients, employees, and time entry in the system and supplied created documentation for their personal reference.
Company NameHP Account Sales Representative01/2009 to 01/2013
  • Completion of monthly trainings for Microsoft products and HP software/hardware in relation to consumer use.
  • Weekly conference calls.
  • Successfully trained new hires one-on-one in the field.
  • Helped with fixing any in-store issues with demo units.
  • Working with store reps and one-on-one with customers to show product demonstration and knowledge in order to help customers meet their needs.
  • Documented ability to increase company goals and show positive year-over-year growth in product sales.
  • Maintaining good rapport with store Supervisors and Managers to help with meeting company goals.
  • Hosted HP's part of Microsoft OS launch, HP printing at Staples demonstration day in the Blue Rocks baseball game, and helped run large district trainings for store employees.
Company NameCustomer Success Manager
  • Assist customers with their environment configuration.
  • Assist with escalations within the support system.
  • Drive for customer education and certification.
  • Certification in SAP SF Onboarding.
  • XML config and template changes.
Technical Support Analyst
  • Quickly learn processes for the department.
  • Input on department process and improvement.
  • Developing training materials and restructure of training for internal Customer Service employees.
  • Achieved goals and received recommendation of TSA II within 6 months of employment.
  • Work with other departments and team mates to achieve customer issue resolution goals.
  • Successful on-site and remote support for upgrades and implementation.
  • Going with the flow of rearranging schedule to assist customers.
  • Building customer relationships.
  • Advancement of my SQL data mining for customer issue resolution.
  • Having the ability to work on issue resolve and analysis without additional help, but also knowing when to get the additional help.
  • Being able to "think outside the box" and get creative in customer thought process then presenting them to Sales Engineers for product enhancements.
  • Learned an integrated tax process for an international customer on the fly to help submit and resolve issues.
  • Skidata Italy.
Education and Training
B.S:Liberal Arts - Professional Studies Chemistry & Health2009West Chester University of Pennsylvania, City, StateLiberal Arts - Professional Studies Chemistry & Health
High School Diploma:Chemical Engineering2005East Stroudsburg University of Pennsylvania, City, StateChemical Engineering Black Student Union; Step Team
2003Garnet Valley Sr. High School, City, State
Skills
Active Directory, API, Backup Exec, Backup, Basic, Citrix, hardware, config, CSS, Client, clients, Customer Service, data mining, database, Dell, documentation, XML, features, focus, HP, inventory, law, MAC, Microsoft products, access, office, WIN, my SQL, networking, OS, payroll, presenting, presentations, printer, processes, QA, rapport, Sales, SAP, SQL, staffing, tax, user support, user training, training materials, Troubleshooting, upgrades
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Resume Overview

School Attended

  • West Chester University of Pennsylvania
  • East Stroudsburg University of Pennsylvania
  • Garnet Valley Sr. High School

Job Titles Held:

  • Helpdesk Support Analyst
  • HP Account Sales Representative
  • Customer Success Manager
  • Technical Support Analyst

Degrees

  • B.S : Liberal Arts - Professional Studies Chemistry & Health 2009
    High School Diploma : Chemical Engineering 2005
    2003

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