Resume of Helpdesk Analyst

Title
Helpdesk Analyst

Primary Skills
10 years of Technical Experience in Information Technology, Data and Network Administration

Location
US-CO-Aurora

Posted
Feb-04-08

________________________________________
QUALIFICATIONS AND STRENGTHS
* 10 years of Technical Experience in Information Technology, Data and Network Administration
* Providing project oversight on computer system installations/maintenance, customer support and solutions
* Work well independently and as part of a team
* Highly motivated and eager to learn and apply new skills
* Customer focused, with excellent communication and interpersonal skills
* Excellent work ethic, solid critical thinking and problem-solving skills
* Liaison and "Go-To-Person" demonstrating expertise in the following areas:

Project Management
* PC/Network Infrastructure and Telecommunications Systems design and testing
* Collaborating/coordinating with outsourced vendors to ensure timely project completion
* Providing technical support for 40+ groups with >250 support team members
* Recognizing individual talents within a team and assigning project tasks accordingly

Innovative Business Solutions
* Creating customize reports for management and support teams
* Designing servers to streamline and minimize database maintenance
* Continually seeking ways to enhance productivity in all business areas
* Providing beta testing input and feedback for vendors' new software versions
TECHINCAL PROFICIENCIES


Windows 95, 98, NT, 2000, XP
Windows Server NT, 2000, 2003
Crystal Reports 7, 8, 8.5, 9
MS SQL Server 2000, 2005
MS Office 2000, 2002, 2003
Visual Studio 2003, 2005
Visual Basic 6.0
Ghost
WinInstall 7, 8
HTML
Sitekeeper 2.0, 3.0
Magic Help Desk 3.31, 6, 7, 7.5
Heat 8.3
Exchange 5.5, 2000
Active Directory

PROFESSIONAL EXPERIENCE AND ACHIEVEMENTS
Developer - 2006-2008 Mortgage Cadence - Greenwood Village, CO
* Provided Tier 2 support to helpdesk staff
* Troubleshoot complex, custom software and hardware issues
* Restore SQL databases, debug code and verify client hardware/software configurations
* Use Windows Event Viewer and application error logs for troubleshooting
* Developed customized reports in MS Excel and Crystal Reports for management
* Received the Most Valuable Player award in August 2007

Mortgage Cadence Help Desk Analyst - 2004-2006 Mortgage Cadence - Greenwood Village, CO
* Field incoming communications and document call details in case management system
* Developed a knowledge base which improved overall help desk call resolution time
* Mentored teammates on procedures and technical materials
* Administered case management system and managed user accounts
* Test customer issues against core functionality to isolate problems
* Troubleshoot customer issues over the phone and/or via remote desktop utility

Technical Engineer - 2003-2004 21st Century Insurance - Woodland Hills, CA
* Prototyped and tested new PC products for company hardware standards
* Created standard images for all desktop and laptop hardware
* Developed WinInstall packages for all company software which increased PC technician's productivity and enabled our Asset Management department to track software licenses more efficiently
* Beta tested vendor software, provided feedback and new ideas which were added in future releases

Magic Total Help Desk Administrator - 2000-2004 21st Century Insurance - Woodland Hills, CA
* Checked logs, verify services running, manage user accounts, check SQL database functionality and resolve any application errors
* Created custom reports for management and group leads of various support groups
* Supported 40 + groups with 250 + support staff members
* Designed custom SQL Server jobs to minimize database maintenance
* Performed two major product upgrades for Magic Total Service Desk from version 3.31 to 6 and then to version 7.5

Network Support Technician Sr. - 1999-2000 20th Century Insurance - Woodland Hills, CA
* Provided Desktop Support for our 3000+ client base environment and 12 remote offices
* Project lead on Y2K project
* Deploy and configured new hardware for end users
* Upon deployment provided Asset Management department with hardware identification information

Help Desk Support Technician - 1998-1999 20th Century Insurance - Woodland Hills, CA
* Provided technical phone support for end-users in the following areas: PC hardware and software, mainframe printing and password resets, telephone and voicemail issues, network connectivity, password resets and printing problems
* Assisted end-users with software adjustments and systems recovery
* Provided software support for operating systems Windows 95 and Windows NT 4.0

Underwriting Representative - 1992-1998 20th Century Insurance - Woodland Hills, CA
File Clerk /Senior File Clerk - 1991-1992 20th Century Insurance - Woodland Hills, CA
EDUCATION AND CONTINUING PROFESSIONAL DEVELOPEMENT
PIERCE COLLEGE - Los Angeles, CA
Completed 1.5 years of coursework toward:
Associate of Science Degree in Business

Continuing Professional Development - Microsoft Certified Technical Education:

* Internetworking Microsoft TCP/IP using NT 4.0
* Administering Microsoft Windows NT 4.0 Administration
* Windows NT Server 4.0 - Core Tech
* Networking Essentials
* 2072 Administering a Microsoft SQL Server 2000 database
* 2154B Implementing and Administering Microsoft Windows 2000 Directory Services
* Introduction to Crystal Reports 7.0
* Intermediate Crystal Reports Design

References available upon request

Certifications
See above


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