Resume of Help Desk

Title
Help Desk

Primary Skills
Helpdesk / Technical Support

Location
US-CA-Union City

Posted
Mar-26-08

Objective:

Tech-savvy, highly organized, detail oriented, hard worker seeking a position promoting the opportunity for growth and advancement. Looking to utilize my versatility, adaptability, and creativity to help meet and expand objectives.


Experience:

University of California, Berkeley
Berkeley, CA
University Relations - Programmer Analyst II
Sept 2007 -- Feb 2008

- Troubleshooting and technical support for all users with regards to desktop and notebook systems, LAN and WAN networks, VPN and remote access, printers, projectors, PDAs, and related peripherals.
- Recommended and implemented hardware and software solutions aimed towards increasing issue turnaround time. Individually researched products and methods to strengthen unit speed and efficiency.
- Developed daily procedures increasing unit organization and Client Services Department accessibility.
- Spearheaded department survey to analyze customer satisfaction and effectiveness.
- Organized and operated the frontline IT Service Desk, receiving and relaying all inbound issues via e-mail, phone, fax, courier mail, and in-person inquiries.
- Trained and supported user base in application usage, maintenance, and repair.
- Coordinated and created user accounts for the UC Berkeley Campus Alumni/Development System via Datatel UI/Terminal and Crystal Reports.
- Managed multiple building HID security access card system.


ZipRealty, Inc.
Emeryville, CA
Data Acquisition / Helpdesk Specialist
June 2005 -- Dec 2007

- Technical and general support for ZipRealty, Inc. online platform users across the nation. Supporting a user base of 3000+ real estate agents, coordinators, and directors in 54 markets throughout the United States, as well as 200+ users within the Emeryville Corporate Headquarters.
- Utilized the Best Practical Request Tracker ticketing system to receive and process phone, email, and in-person issues, handling 100-200 Helpdesk tickets daily.
- Support liaison for Venali Internet Fax Messaging System, dealing directly with Venali Technical Support.
- Provided user level quality assurance and product development for the ZipRealty, Inc. client website and agent platform, testing and troubleshooting new additions and features pre and post-release.
- Instructed and trained new and existing agents on ZipRealty Agent Platform use and capability.
- Data download and upload from Multiple Listing System databases.


ZipRealty, Inc.
Emeryville, CA
Customer Relations Specialist
May 2004 - June 2005

- Telephone, email, and instant messenger based customer service support for all ZipRealty, Inc. clients with reference to the ZipRealty.com website and ZipRealty.com buyer/seller account interfaces.
- General client assistance with real estate transaction and company information inquiries.
- Principal lead converter of buy/sell ready user registrations for field agents.
- Primary technical support specialist for Customer Relations team.
- Performance quality assurance for all ZipRealty, Inc. real estate agents. Ensured timely response and appropriate agent communication with clients. Enforced company standards for agent performance.


Advanced Digital Design Solutions, Inc.
San Juan, Metro Manila, PH
Marketing Consultant
June 2001 - Oct 2003

- Consultation services in methods of company self promotion and proliferation of brand name and market presence within Metro Manila, Philippines.
- Supported the Art Department in the development and creation of print media advertising campaigns for a wide array of clients including Metro Rail Transit (MRT) for the Manila Department of Transportation, Quaker Oats Asia, National Panasonic, Johnson & Johnson, Guess Jeans U.S.A., Ben and Jerry's, Avon, Exxon Mobil, Philips Magnavox, Microsoft Corp., Johnnie Walker, Samsonite, The National Basketball Association, The Pinewood Country Estates, Wonders of the Sea Museum, and United Laboratories.


Advanced Digital Design Solutions, Inc.
San Juan, Metro Manila, PH
Information Technology Consultant
Aug 1998 - June 2001

- Assisted in the construction of the San Juan office work space, workstations, and LAN.
- Built communications infrastructure to connect San Juan, Metro Manila office with sister company in Hayward, CA utilizing the latest in web camera video and online audio conferencing.
- Technical and business support, troubleshooting issues and developing improvements in methodology and procedure. Consulted in the selection of new technologies intended to assist in company growth.


Grafx Design Studio, Inc.
Hayward, CA
Information Technology Specialist Spring 1999 - July 2000
Assistant Marketing Coordinator July 1998 - Fall 1999
Ad Layout Designer / Web Developer Spring 1995 - Win 1998


Education:

University of California, Berkeley
Berkeley, CA
Bachelor of Arts in Sociology
Graduated May 2003

- Emphasis in research and analysis regarding Labor / Management Behavior and Relations, Organizations and Institutions, Stratification, and Cultural Movements.
- Completed supplementary courses in Journalism, Research Techniques, Statistics, American Social and Industrial History, and Technology.
- High School Ethnic Studies Department Co-Instructor.


Credentials:

California Real Estate Salesperson License - March 2005
California Basic Educational Skills Test (CBEST) - February 2004


Key Skills:

Windows 95/98/Me/NT/2000/XP/Vista
Microsoft Office Suite
Typing -- 65 WPM
ZipRealty Agent Platform
Adobe Photoshop
NetObjects Fusion
Best Practical Request Tracker
Datatel UI/Terminal
UCB Campus Alumni/Development System
Venali Internet Fax Messaging System
Cisco Virtual Private Network (VPN) Client
Hardware/Software Installation
PC Workstation Construction
LAN, WAN, TCP/IP

Certifications
See above


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