LiveCareer-Resume

tier 1 help desk analyst resume example with 2+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - resumesample@example.com - - -
Professional Summary

Customer and employee oriented. Cooperatively works with others to complete projects in a timely and efficient manner. Demonstrates competence mentoring peers via identifying training needs, conveying job information, and applying related concepts and theories applicable to the task at hand.


Self Management & Problem Resolution: Exerts a high level of perseverance toward goal attainment and work performance improvement. Practices high standards of enthusiasm, attendance, vitality, and determination in approaching and completing tasks. Trained to recognize, devise, and implement plans to resolve discrepancies in a timely manner.


Licenses
Skill Highlights
DC/AC Electronics: AC/DC circuits, Common Emitte
Professional Experience
Current to 01/2012
Tier 1 Help Desk Analyst Apex Systems, Inc CHS-Community Health Services City, STATE,
  • Addresses a full range of customer needs, including trouble-shooting, technical assistance, system usage support, password resets, and installation, move, add and change requests.
  • Provides first point of support for all incoming requests with continuous coverage of incoming call queues.
  • Documents each customer incident in the Remedy ticket tracking system in a clear, concise, and understandable format.
  • Documents resolutions for all problems and requests.
  • Educates and trains customers on applications and technology.
  • Researches and resolves customer calls that require follow-up.
  • Complies with documented processes and works towards meeting expected service levels.
  • Provides support on basic problems and requests - starting with desktop.
  • Manage user accounts using Microsoft Active Directory, SMS Console tools and Remote tools.
09/2011 to 10/2011
Tier 1 Help Desk Analyst Technisource Staffing Agency Assigned To Compute City, STATE,
  • Provides support to customers requiring assistance on user questions; handles basic to moderately complex issues on various hospital software applications.
  • Hospital applications listed in Skills and Abilities section).
  • Addresses a full range of customer needs, including trouble-shooting, technical assistance, system usage support, password resets, and documenting IMAC: installation, move, add and change requests.
  • Strives to provide first call resolution.
  • Provides first point of support for all incoming requests with continuous coverage of incoming call queues.
  • Documents each customer incident in the Remedy ticket tracking system in a clear, concise, and understandable format.
  • Documents resolutions for all problems and requests.
  • Educates and trains customers on applications and technology.
  • Researches and resolves customer calls that require follow-up.
  • Complies with documented processes and works towards meeting expected service levels.
  • Provides support on basic problems and requests - starting with d.
03/2010 to Current
Electronics Tutor/Lab Assistant ITT Technical Institute City, STATE,
  • Maintain computers and technical equipment in the lab which consisted of the following: Troubleshooting and replacing parts on lab computers, troubleshooting and recalibrating oscilloscopes, troubleshooting multi-meters and reimaging computer hard drives.
  • Tutor students in various aspects of the Electronics curriculum.
  • Train students in circuit building workshops on the following skills: Breadboard Series and Parallel circuits, reading color-coded resistors, operating the dc power supply, and using the multi-meter to measure voltage and resistance.
  • Provide administrative support to the Chair of the Electronics program.
  • Achievements: Designed and built a basic level Common Emitter Amplifier on display for the Electronics Department at ITT Technical Institute.
  • Successfully built and programmed a robot that detects obstacles, responds to sound, and detects changes in light levels.
09/2008 to 09/2009
Medical Receptionist/File Clerk Walgreens Optioncare City, STATE,
  • Answer and direct all incoming calls to appropriate parties.
  • Update and maintain all front desk reference materials for employee use including employee number listing and extension, directions to facility, contact numbers for utilities, and corporate contact listing.
  • Fax documents and distribute incoming faxes to corresponding parties.
  • Electronic filing of incoming patient packets, updated physician orders, and mailing requests for physician orders to be signed via I-Emphsys.
  • Electronic filing of financial records for services rendered in MRO.
  • Daily log of walk-in patient visits.
  • Achievement: Received the Walgreens Optioncare one year service pin for exemplary service.
Education and Training
Expected in September 2011 to to
Associate of Applied Science: Computer and Electronics Engineering Technology
ITT Technical Institute - Nashville, Tennessee
GPA:
Expected in May 2004 to to
Bachelor of Arts: Chemistry
Fisk University - Nashville, Tennessee
GPA:
Professional Affiliations
Member of the American Chemical Society. Awarded internship with Fisk Physics Department under the NASA funded grant for Nanotube technology research.

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Resume Overview

School Attended

  • ITT Technical Institute
  • Fisk University

Job Titles Held:

  • Tier 1 Help Desk Analyst
  • Tier 1 Help Desk Analyst
  • Electronics Tutor/Lab Assistant
  • Medical Receptionist/File Clerk

Degrees

  • Associate of Applied Science
  • Bachelor of Arts

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