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SR. HELP DESK ANALYST
Summary
Information Technology Manager Technology Infrastructure Support * Project Management * IT Systems Security Highly skilled professional with extensive experience leading and guiding technical teams in implementing critical IT strategies that achieve maximum impacts with minimum resource expenditures. Adept at overseeing technology improvement initiatives, implementing proven policies that align technology services to meet expectations.Versatile IT professional with vast knowledge of Enterprise Project Lifecycle methodology. Network engineering expert with strong background in project management and product support.
Highlights
  • Troubleshooting & Issue Resolution End-user Training & Support
  • ACTIVE Directory Client Relationship Management
  • Root Cause Analysis System Implementation
  • Rapid Ticket Response Times Detailed Documentation
  • TECHNICAL PROFICIENCES
  • Platforms:
  • Microsoft Server 2008, Windows XP/7/8/10, Exchange Server
  • Applications:
  • MS Office 2013/2016, Trend Micro Office Scan, EPIC, GE Business Centricity, CareGate, ServiceConnect, Heat, Footprints, SalesForce, Cerner, Dragon Imaging Software, Lync2010.
  • Network:
  • TCP/IP, LAN/WAN Network Design.
  • Languages:
  • Visual Basic, PL/SQL, XHTML, VBScript, JavaScript, COBOL II, Assembler, JCL, Fox Pro 2.5
  • Hardware:
  • Desktops / Laptops/ Smart Phones /Cisco Router/Switches, VPN, VOIP.
Accomplishments
  • Certifications: ITIL v3 FOUNDATIONS (2011) / CompTIA Network+ / CISSP certification in Progress.
Experience
Sr. Help Desk analyst08/2014 to CurrentCompany NameCity, State
  • Provided technical expertise for internal clients based in over 80 countries serving over 1000 employees Provide technical support including hardware and software for PC's, laptops, smart phones, VOIP phones Responsible for Creating and Administering Windows 2008 R2 Active Directory Exchange User Accounts Provided help with hardware inventory and managing Dell KACE 1000 Management.
  • Resolved incidents and requests in Salesforce and documented knowledge base articles in SharePoint.
  • Respond to user requests in a timely manner to maximize system uptime.
  • Key Accomplishments: Outperformed peers by maintaining outstanding record of customer support.
  • Honored by management for consistently meeting or exceeding all corporate goals and objectives.
help desk manager01/2009 to 05/2014Company NameCity, State
  • Delivered high level technical leadership in maintaining / supporting critical IT systems for this nonprofit health care firm operating 25 acute-care/short-stay hospitals serving 6.2M people in north central Texas.
  • Charged with leading and directing team of 12 employees in maintaining/troubleshooting IP node network and infrastructure platforms to support 5500 physicians and clinic staff.
  • Served as point of contact to clients, driving strategies that resolved escalated issues and ensured customer satisfaction.
  • Key Accomplishments: Managed and trained a team of 12 in customer support, network operations hereby decreasing project execution time by 30%.
  • Provide support and resolved issues with MD Exchange, Active Directory and VOIP phones.
  • Improved System uptime from 91 % to 95% and increased first time issue resolution rate to 90%.
  • Credited for increasing revenues and reducing costs by aggressively resolving issues remotely.
  • Administered Active Directory user accounts/group policies and Exchange server email accounts.
  • Demonstrated leadership by communicating with customers and employees regarding completion of large scale, strategic project solutions that met clients' needs and satisfied SLA's.
  • Key Projects: Active Directory Project: OU and account creation; Integration of all Active Directory and Exchange.
  • Microsoft Office Suite Upgrade/Installation Project: Organized IT team to configure and install Microsoft Office Suite for 3000 users and trained users on the application features.
  • Microsoft Forefront Identity Manager Project: Creating User Access Accounts, maintaining and managing various user groups including internal and external employees using Microsoft Forefront Identity Manager and Active Directory.
Application Support Analyst12/2003 to 12/2008Company NameCity, State
  • Provided technical expertise in actively supporting and maintaining mission-critical software applications remotely for 100+ hospital accounts and end users, interfaced with software developers and administrators to ensure smooth operations.
  • Interfaced with diverse range of clients in delivering outstanding technical support, monitored application functions and led processes to install/upgrade to latest software versions.
  • Evaluated technical issues and devised appropriate solutions to resolve problems quickly and efficiently.
  • Provided high-level failure analysis, issues and performed critical technical diagnostic to ensure system functionality.
  • Assessed end-user needs, consulted with staff and management to limit system downtime and optimized production.
  • Key Accomplishments: Conceptualized, developed and managed critical software implementation initiatives; ensured successful installation and configuration of key company-wide commercial/proprietary applications.
  • Played key role in design and deployment of key strategies to concurrently test multiple products, monitoring new feature enhancement and providing feedback to engineering team.
  • Credited for authoring numerous technical instructions for hardware and software applications; provided after hours technical support for Network, Help Desk, and Client/Server environments.
  • Gained reputation as a resourceful and knowledgeable support analyst with the strong ability to troubleshoot any/all technical issues, thus ensuring end-user satisfaction.
Analyzed key metrics to measure product effectiveness.
Identified product problems and strengths and collected data on the customer experience.
Education
M.S: Management Information Systems2007Keller Graduate School of ManagementCity, StateManagement Information Systems
B. S: Information Technology2003New York UniversityCity, StateInformation Technology
A.S: Computer Science2001New York UNIVERSITYCity, StateComputer Science
Skills
ACTIVE Directory, acute-care, analyst, Cisco Router, Client/Server, COBOL II, Hardware, Client, clients, customer satisfaction, customer support, Dell, Desktops, directing, Documentation, driving, email, failure analysis, features, Fox Pro 2.5, Help Desk, Imaging, inventory, IP, JavaScript, JCL, LAN, Laptops, leadership, managing, Access, Exchange, Exchange Server, Microsoft Office Suite, MS Office, Office, SharePoint, Windows, Windows XP, Network Design, Network, PL/SQL, PC's, policies, processes, Relationship Management, SLA, software developers, strategic, Switches, TCP/IP, technical support, user Training, Phones, Trend, troubleshoot, Troubleshooting, Upgrade, VBScript, VPN, Visual Basic, VOIP, WAN, articles, XHTML
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Resume Overview

School Attended

  • Keller Graduate School of Management
  • New York University
  • New York UNIVERSITY

Job Titles Held:

  • Sr. Help Desk analyst
  • help desk manager
  • Application Support Analyst

Degrees

  • M.S : Management Information Systems 2007
    B. S : Information Technology 2003
    A.S : Computer Science 2001

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