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Senior Analyst / Help Desk Resume Example

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SENIOR ANALYST / HELP DESK
Summary

Accomplished and energetic with a solid history of achievement in customer service. Motivated leader with strong organizational and prioritize abilities. Areas of expertise include driven, caring and most important understanding the needs of others.

Seasoned customer service with more than 16 years of experience in fast-paced Help Desk/Analyst. Excellent phone skills, dealing with the issue skills. Track record of achieving exceptional results in dealing with the in user issues in a manner that they felt comfortable and making sure that I put myself in there shoes to make sure that there issue was resolved with accuracy and efficiency. Responsible Senior Analyst proficient in dealing with the issue of the in user at hand and treating them like people with respect. Passionate and motivated, with a drive for excellence. 16 years in Help Desk and Senior Analyst positions.

Highlights
  • Microsoft Office knowledge
  • Meticulous attention to detail
  • Results orientated
  • Professional and Mature
  • Resourceful
  • Motivated
  • Dedicated team player
  • Strong interpersonal skills
  • Understands grammar
Accomplishments
  • Coordinated department functions for team of employees.
  • Received a merit raise for strong attention to detail.
  • Exemplary customer service and team-player attitude.
  • Successfully planned and executed lunches and special events.

Experience
Fundamental LTCTimonium, MDSenior Analyst / Help Desk03/1998 to 07/2014
  • Provided end user support for over 500 nationwide facilities, totaling 2500 users, running n NT 4.0 based WAN.
  • Desktop software includes Windows 95 NT workstations, MS Office 7 an in-house developed applications.
  • Responsible for diagnosing hardware/software and networking problems in Win 95 and NT 4.0 environment including re-mapping network drives.
  • Provide end user support for DEC Alpha and SCO Unit Servers
  • Diagnose LAN/WAN connectivity issues relating routers, and network cabling
  • Network PC's and configure terminals for network access.
  • Responsible for troubleshooting printer issues relating both network and stand-alone PC's
  • Facilitated working relationships with users and end users.
NNHPTimonium, MDFill Tech, Date Entry Tech, Documentation Tech06/1989 to 06/1997
  • Handled refills and new orders for inpatients residing in Nursing Homes
  • Handled the daily input of orders.
  • Processed daily input for the Plan of Care
  • Maintained documentation on daily basis for processing up to date information.
Maryland General HospitalBaltimore, MDIn Patient - Out Patient04/1970 to 05/1989
  • 18 years In Patient - Out Patent Tech
  • 2 years as Secretary.
  • Planned and prepared business trips for supervisor
  • Typed and prepared documents, filed records
  • Filled prescribed medication for Out Patients.
  • Provides everyday management for In Patient Care.
  • Supervised the handling of Schedule II Drugs.
  • Ordered medications needed for everyday Pharmacy use.
Maryland General HospitalBaltimore, MDSecretary06/1968 to 04/1970
  • Managed the receptionist area in a nest and organized fashion.
  • Greeting visitors and responding to telephone and in person request.
  • Served as Central point of contact for all outside vendors needing to gain access to building.
  • Planned meetings and prepared conference rooms.
  • Dispersed incoming mail to correct recipients throughout the office.
  • Handling all incoming and outgoing correspondence including making copies and sent all faxes.
  • Managed day to day calendar for the properly routed agreements, contracts and invoices.
  • Sent, received and screened a high volume of internal and external communications though email and mail.
Education
High School Diploma:Business1967Eastern High School, Baltimore, MD

Business/ Microsoft Office Applications Certificate

Certificate:CBS/NA1989Computerized Learning Center, Laurel, MD
  • Microsoft Office Applications
  • Certificate Coursework in Administrative Technology
  • Computerized Business System/ Network Administration
Interests

What I have learned being in the field of Customer Service is that you love it or you hate it. I happened to love the field. I got to be that person on the other end of the phone that could either use my skills as a provider or be just another person collecting a pay check. I chose to come to come to work, pick up that phone and treat the person on the other end of the phone like there were the only person in the world. I chose to reign in on the situation until it was resolved or that there was nothing more that I could do and then seek assistance.

Be assured that I give the customer the best service possible. It was like talking to an old friend who would call back and ask for your assistance.

This is what makes you feel like this is worth doing.

Additional Information
  • During my time at Fundamental I was given compliments from the supervisors in the field, which means from all over the United States where we had Nursing Homes that I was always polite and caring in providing customer service .
  • Emails were sent to my prior supervisor concerning my skills in customer service. The helping of others kept me grounded. When on the receiving end I would like to think that I treat people with dignity and respect like I would like to be treated.
  • During my time at Computer Learning Center, upon graduation I received an award for never being absent or late to school.
Skills
  • Administrative, attention to detail
  • Computerized Business Systems, central point of contact
  • Strong interpersonal skills.
  • Hardware, contracts, Dec Alpha
  • Documentation, Electronics, email
  • Network cabling, faxes, Kronos, LAN, Listening, access, mail, troubleshooting, WAN.
  • MicroSoft Office, Office Applications, MS Office Suite, Win 95, NT, NT 4.0, neat, Nursing, Patient Care, Speaking, Reading
  • PC's, printer, Proofreading,
  • Routers, SCO Unix, Servers.
  • Team player
Certifications

Computer Learning Center MD


Microsoft Office Applications Certificate Coursework in Administrative Technology

CBS/NA (Computerized Business System/ Network Administration)

Personal Information

I believe that people just want to be treated like people. No matter what the situation is. Is was up to me when I went into this field, how I was going to respect it or not. I chose to give it my all.

I know that I was taught that it cost nothing to say good morning to one another. I have always remembered that phrase.

When I would login to the phones to start my day off, I would always remember that there are going to e good days and bad days. It was up to me to make them reasonable days. By that I mean when talking to someone who is not happy it was up to me to make it that reasonable day.

I would let the customer vent. I would then explain that I am sorry about a prior call. To please give me a chance to see how I could correct the situation for them. This made them feel better and also made me know that I had made the right decision in a job.

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Resume Overview

Companies Worked For:

  • Fundamental LTC
  • NNHP
  • Maryland General Hospital
  • Maryland General Hospital

School Attended

  • Eastern High School
  • Computerized Learning Center

Job Titles Held:

  • Senior Analyst / Help Desk
  • Fill Tech, Date Entry Tech, Documentation Tech
  • In Patient - Out Patient
  • Secretary

Degrees

  • High School Diploma : Business 1967
    Certificate : CBS/NA 1989

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