Helpdesk Analyst Resume

Title
Helpdesk Analyst

Primary Skills
Blackberry,BES, Blackbook (Cognos), Active Directory, SAP, Crystal Reports and Remote access.

Location
US-NY-Flushing (will consider relocating)

Posted
Dec-30-08

Objective

To seek a position as Helpdesk Analyst, where I can use my experience and capabilities in the areas of Information Technology.


Summary of Qualifications

Help desk technician with 5+ years of experience diagnosing and resolving technical problems in a multi-user environment. Proficient knowledge of Windows NT, 2000,XP Professional, Microsoft Office, MS Outlook Lotus Notes 6.0,7.0 e-mail client, Remedy, Blackberry,BES, Blackbook (Cognos), Active Directory, SAP, Crystal Reports and Remote access.
HDI Certified Helpdesk Analyst.

Education

Bachelor of Engineering (Medical Electronics) -- 72%
Visweswariah Technological University, Belgaum
July 2003

Pre University -- 72%
Sacred Hearts Girls College, Karnataka University
Apr 1999

High School -- 72%
Bangalore Public school , Indian Certificate of Secondary Education
Mar 1997

Technical Skills

Operating Systems : Windows 2000, XP, Media Centre 2005,Unix
Packages : MS Office 2000, 2003
Hardware : 8085 Microprocessor, Hardware troubleshooting on
Desktop and laptops
Software : C, C++
Other Interests : Networking
Certifications : HDI Certified Helpdesk Analyst, Oracle Certified DBA.


Support Skill

§ Provide phone and e-mail support to IT users.
§ Communicate with co-workers and users in a clear, concise manner, both verbally and through emails to get more information on the problem.
§ Troubleshoot Desktops, Notebooks and Printers
§ Acquire, analyze, reproduce, troubleshoot and solve OS related problems.
§ Escalate calls to level III support if required.
§ Monitor a team of Helpdesk Analysts on their availability on phones, attendance, ticketing, follow-up unto resolution using ACD and Remedy Ticketing.
§ Call back the users to give a heads up on the course of resolution or estimated time for resolution.
§ Maintain a record of the incoming calls against resolved calls
§ Document the frequently occurring issues and its resolution
§ Educate the Analysts and the Users on the frequently occurring issues.
§ Administer User accounts for Lotus Notes, Blackberry, Blackbook, SAP, Active Directory.
§ Generate reports bi weekly to monitor Analyst performance on resolution rate and calls to ticket ratio.
§ Provide feedback to Analysts on the survey comments from user.


Work Experience

Helpdesk Analyst II
Reliable Group, NY
June 2008- Till date


§ Provide phone / email support to Alarm key Software Clients to help them correct, maintain and Manage Client database per Client needs.
§ Update and Insert records to maintain the database as per the Client.
§ Use SQL to Update, Insert, Backup the Client database.
§ Act as a liaison between the client and developers to customize the software as per client needs.
§ Test the Exe provided by the developers, to match the client requirements and debug the issues that might possibly arise during the test.
§ Communicate to the clients on the progress of the project.
§ Backup the database on the client end and transfer the new EXE with changes made to it and test it at the client end.
§ Troubleshoot Network issues.
§ Provide support using Remote admin.






Helpdesk Analyst II
Kennametal Inc., PA
November, 2005 to Feb 2008

§ Monitored various applications and performance statistics, identify and fix issues as able.
§ Provided 1st level Service Desk support to internal users and external clients on applications like Windows OS, Office package, Network and Wireless related problems, Lotus Notes, VPN and SAP transports.
§ Troubleshoot and isolated issues on all calls before escalation to 2nd level for support.
§ Provided on call first time resolution as far as possible.
§ Enter, managed, maintained and followed up tickets through Remedy system until resolution.
§ Provided support to client implementation efforts and in house SAP Implementations carried out at our worldwide sites.
§ Supported development staff, identified recurring issues and carried out a root cause analysis, solved or escalated and followed up unto resolution.
§ Generated reports and scheduled the SAP transports for the weekend production moves.
§ Generated Crystal Reports for the various Business Units of the organization at the beginning of the month.
§ Provided Level-1 Support for Blackberry users for specific Blackberry model users including sales personnel.
§ Provided Level 2 troubleshooting on Lotus Notes 6.5 (client end).
§ Provided User Administration using applications like Active directory, SAP, Cognos (Blackbook) and Blackberry.
§ SAP Administration included unlock and password reset of SAP User accounts, moves, add, delete and schedule SAP transports, Troubleshoot SAP printers using Unix Server commands.
§ Coordinated with teams to provide support on SAP SD, MM, PP, FICO, ABAP, Basis and BW.
§ Provided support for SAP Printers based on Unix platform.
§ Trained and educated end users with using Microsoft Live Meeting for Global Communication.
§ Provided faster support by taking remote control of the User's PC using Remote Assistance and Net meeting.
§ Provided new hire training for the new hire's on various applications used in the organization.
§ Strive to meet the Service desk SLA's and KPI's .
§ Provided 1st level users and clients on applications like Windows OS, Office package, Network, Internet and Wireless related problems.
§ Maintained a 75% FTR (First Time Resolution) on all calls before escalating to 2nd level for support.
§ Used Remedy System to enter, maintain and track tickets.
§ Assisted in streamlining the Service desk process to improve User satisfaction.
§ SAP Administration included unlock and password reset of SAP User accounts, moves, add, delete and schedule SAP transports, Troubleshoot SAP printers using Unix Server commands.
§ Provided faster support by taking remote control of the User's PC using Remote Assistance and Net meeting.



Technical Support Engineer
Hewlett Packard Global Delivery India Center
November 2004 to November 2005

§ Handled a team of 6 Tech Engineers on floor
§ Troubleshoot HP Desktops
§ Took Escalation calls
§ Highly appreciated by my management for my Office package Technical Skills
§ Helped engineers to analyze and troubleshoot problems
§ Involved in closing cases.
§ Involved in Technical Training for the new analysts on floor
§ Involved in process Training for the new analysts on Floor
§ Involved in the piloting the Media Centre 2005 Edition Technical Support




Customer Support Representative
ICICI ONE SOURCE, Bangalore, India
July 2003 to November 2004

§ Part of the SKY television process, Technical Troubleshooting involved
§ Mentor in ICICI
§ Handled a team of 10 people, trained them about the process
§ Key contributor for training new process associates on Process and Communication skills

References: Available on request

Certifications
HDI Certified Helpdesk Analyst


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