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Team Lead Solutions Analyst / Help Desk Coordinator Resume Example

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TEAM LEAD SOLUTIONS ANALYST / HELP DESK COORDINATOR
Professional Summary
Expert at working in a help desk and call center environment. Exceptional level of customer service orientation along with strong problem-solving, analytical and technical skills with the ability to improvise. Team Orientated and will thrive in both independent and collaborative environments. Training in HIPAA/PHI/PCI policies and compliance. Extensive experience in Healthcare IT. Strong knowledge of IT products design and support. Substantial experience supporting servers and computers.
Core Qualifications
  • Windows XP/Vista/7/8/Server 2003/2008
  • Microsoft SQL
  • Active Directory
  • Networking; Routers Switches, Firewalls
  • Laser/Thermal/Inkjet Printers
  • Internal/External hardware


  • Backups, Imaging, and Restores
  • Malware/Spyware/Adware removal
  • Interactive Voice Response applications and hardware
  • Office Suite 2003/07/10
  • Web design; adobe Dreamweaver; Word press and HTML/XHTML coding
Experience
McKesson Corporation Livonia, MI Team Lead Solutions Analyst / Help Desk Coordinator 01/2011 to Current
  • Provide technical support for internal and external networks, servers, and desktop systems.
  • Promoted to team lead by setting inspirational goals and examples - Superb organizational, motivational, management and time management skills.
  • Participate in cross functional and product meetings, discuss software enhancements with development.
  • Create JIRA requests for the development and product management teams.
  • Guide help desk support representatives through troubleshooting and resolving escalated or complex technical inquires or service issues.
  • Train new and established team members on the use of pharmacy software, hardware and technical support methods.
  • Participate in "Train the Trainer" program to educate team members on software updates and enhancements.
  • Install, configure and troubleshoot workstations and servers in a heterogeneous environment.
  • Advanced working knowledge with Windows XP, Windows 7, Server 2003, and Server 2008.
  • Diagnose and troubleshoot network issues utilizing remote assist software such as Citrix Go-To-Assist.
  • Provide remote support; directing end user through configuring/replacing/installing hardware and software.
  • Communicate highly technical information to both technical and nontechnical personnel.
  • Coordinate and conduct trainings for internal support departments on various products.
  • Assist sales with innovative technical solutions based on existing product offerings and capabilities.
  • Contribute to sales revenue by introducing solutions to customer's needs.
  • Fielded incoming calls from customers regarding training on the use of McKesson software/hardware, and problem resolution.
American Express Corporate Travel Dearborn, MI Corporate Travel Counselor 01/2008 to 01/2011
  • Arranged travel for high profile American Express Corporate Travel clients, such as AIG, Goldman Sachs, Ernst & Young and government travelers.
  • Trained and coached new travel counselors on corporate policies and the use of 5 different travel language platforms.
  • Provide IT support such as new workstation setup, installation and network connectivity.
Daytona Beach Regency Resort Daytona Beach, FL Front Office/Guest Service Manager 01/2000 to 01/2008
  • Managed 20+ guest service representatives, supervised check in/out process, conducted property and suite inspections to ensure guests were provided 5 star services and accommodations.
  • Prepared budgets and inspected reports to plan resources accordingly.
  • Lead other department heads including housekeeping, maintenance, and security.
  • Organized daily tasks and ensured completion of planned projects.
  • Host of the weekly Welcome Orientation, spoke weekly to over 150 owner guests, laid out plans for the week ahead, and hosted a Q and A session for Vacation owners.
Education
Bachelor Degree: Computer Science Schoolcraft College, Livonia, MI Computer Science
Personal Information
Excellent communication skills, written and verbal. Self-directed with the ability to develop action plans, reports, status and presentation material. Ability to plan, organize and supervise the work of a number of technical team associates. Ability to handle multiple tasks at once, to prioritize, and demonstrate excellent follow-through on each task assigned. Ability to perform extremely well under pressure. Ability to interface with high profile users in very demanding situations.
Skills
Active Directory, adobe Dreamweaver, budgets, Citrix, hardware, installing hardware, clients, directing, Firewalls, functional, government, help desk support, HTML, Imaging, Inkjet Printers, IT support, Interactive Voice Response, Laser, team lead, meetings, Office Suite, Microsoft SQL, Windows 7, Windows XP, Word, network, Networking, networks, organizational, personnel, policies, press, problem resolution, product management, coding, Express, Routers, sales, servers, Switches, technical support, time management, Trainer, troubleshoot, troubleshooting, Vista, web design, XHTML
Additional Information
  • Excellent communication skills, written and verbal. Self-directed with the ability to develop action plans, reports, status and presentation material. Ability to plan, organize and supervise the work of a number of technical team associates. Ability to handle multiple tasks at once, to prioritize, and demonstrate excellent follow-through on each task assigned. Ability to perform extremely well under pressure. Ability to interface with high profile users in very demanding situations.
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Resume Overview

Companies Worked For:

  • McKesson Corporation
  • American Express Corporate Travel
  • Daytona Beach Regency Resort

School Attended

  • Schoolcraft College

Job Titles Held:

  • Team Lead Solutions Analyst / Help Desk Coordinator
  • Corporate Travel Counselor
  • Front Office/Guest Service Manager

Degrees

  • Bachelor Degree : Computer Science

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