Help Desk Administrator Resume

Title
Help Desk Administrator

Primary Skills
help desk, support, business analyst, MS Office Suite, Windows 2000/XP, Call Center

Location
US-NC-Charlotte

Posted
Jul-31-09

SUMMARY OF QUALIFICATIONS
Dedicated Help Desk Administrator with broad expertise in the areas of office administration, technical support and customer service. A conscientious team player adept at problem solving and team training.


EDUCATION
Duke University
Zoology, 1978 -- 1981

PROFESSIONAL EXPERIENCE

AAIPHARMA INC. 8/2003 - Present
Help Desk Suppt. I
Respond to incoming telephone, email and web-based software requests for technical support. Open, update and monitor helpdesk tickets via tracking tool, ensuring a timely resolution. Ensure smooth transition of open helpdesk tickets that require escalation. Coordinate work efforts of technicians in the field. Notify and update management of system outages. Remotely provide software installation and support. Conduct research on complex helpdesk problems through manuals, journals, and websites. Provide hands-on training for new employees, locally and remotely. Prepare detailed step-by-step instructions to help users perform routine and complex tasks. Perform helpdesk-related network administration tasks, resetting user passwords, unlocking user accounts and remapping network drives on individual workstations. Confer with network and system administrators to resolve helpdesk calls involving network problems and other complex tasks. Requisition all computer-related software/hardware. Perform IS&T Department orientation training with all new employees. Collaborated on the development of an after-hours IT support reference guide. Performed comparative analyses of helpdesk software solutions, ran pilot study and configured software for departmental usage, providing training.

ADVANCED TECHNOLOGY SERVICES 8/1998 -- 8/2003
Help Desk Administrator
Answered all incoming software calls, resolving initially with verbal instruction or via the use of Microsoft SMS, or routing to appropriate personnel. Installed and configured software. Established and set up CompuServe/SoftID accounts for remote access. Downloaded software updates and installed. Monitored team calls, facilitating timely responses. Conducted customer satisfaction surveys and reporting.


YOUNGBLOOD STAFFING 3/1998 -- 8/1998
Help Desk Support (5/1998 -- 8/1998)
Assisted end users with software calls, routing all others to appropriate personnel. Team administrative support.
Medical Unit Clerk (3/1998 -- 5/1998)
Admitted and discharged patients. Processed physicians' orders, ordering consultations, laboratories, treatments, medicines, supplies, etc. Receptionist duties.

UNDERWRITERS LABORATORIES, INC. 3/1992 -- 1/1998
Technical Correspondent (3/1994 -- 1/1998)
Participated in government research projects: created, conducted and reported on test scenarios based upon project criteria. Performed software modeling and analysis activities. Managed the establishment, operation, resources and budget of the software certification laboratory. Purchased all departmental hardware and software. Configured all non-corporate software applications for departmental usage, providing training and guidelines for implementation. Carried out departmental administrative duties: report generation for management, international and domestic travel arrangements, coordination of meetings, administrative staff oversight and training, etc. Acted as department technical support and liaison to Information Technology support staff. Collaborated on technical marketing strategy and assisted in the preparation of marketing material. Mapped out procedures for sales process. Called upon prospective clients introducing certification process, following up with brochures and additional phone calls. Performed departmental project billing procedures.
Word Processing Specialist (3/1992 to 3/1994)
Chaired departmental quality team. Coordinated creation, revision and document control activities of all corporate forms documents. Performed corporate comparison study of beta copies of three software applications. Wrote departmental user's training manual for WordPerfect. Served as back-up for several departmental sections. Transcribed, revised and proofed engineering reports and correspondence.

SOUTHEASTERN ALLERGY ASSOCIATES, PA 6/1988 -- 2/1992
Computer Operator
Managed computerized accounts receivables. Posted revenues and receipts, and performed computerized reconciliations. Prepared daily bank deposits. Processed monthly insurance filings and patient statements. Performed collections duties. Trained administrative staff on computer accounting methods. Receptionist, transcriptionist and purchasing duties.

FAISON & GILLESPIE 8/1987 -- 4/1988
Word Processor
Transcribed legal documents. Served as troubleshooter for satellite office's organizational problems. Assisted in training of new employees.

Certifications
See above


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