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Professional Summary

How can I be involved and how can I help? Leveraging 14 years in Health Care IT, having touched on all aspects of Organizational IT by providing leadership for operations, projects and initiatives, always with the voice of the customer and continuous improvement in mind.

  • IT Service Management/ ITIL
  • Customer Service
  • Leadership
  • Process Improvement
  • Project Management
  • Strategic Direction
  • ServiceNow
  • Network Infrastructure
  • Market/ Non market Research
  • Mentorship
  • Innovation
  • Vendor Management
Work History
Network Services Change Champion 12/2017 to Current
Rose International

Network Services Change Champion leading migration to ServiceNow and continuous improvement education efforts.

  • Led migration to ServiceNow for Network Services to ensure preservation of change management,service management, and group ownership.
  • Provided Intake in ServiceNow and managed development for group, process and routing generation.
  • Improved routing and provided incident management of change incidents for customer facing sites by 100%.
  • Utilize data to lead efforts in generating solutions and targeted training that addresses on-boarding and change incidents.
Network Services Operations Acceptance Lead 03/2015 to 03/2017
Rose International

Lead Operations Acceptance team in Change Management responsible for enterprise wide validation of high profile VoIP infrastructure implementations.

  • Managed Ops Acceptance VoIP business line to improve first pass yield by 90%, and reduce changed induced incidents by 50%.
  • Created Quality Assurance University with over 20 classes to address load balancing, on-boarding, and reduce change incidents.
  • Led bi-weekly scrum planning meetings to developed web-based dashboard for access to reporting and scheduling.
Systems Biomedical Project Manager 02/2014 to 03/2015
Project Management And Consultative Services Irvine, CA

Provided project management services and IT infrastructure consultations to various care organizations in clinical environments for implementation of systems biomedical products.

  • Realized over $2 million in revenue by completing capital projects on time and under budget.
  • Provided process improvement consultations to improve clinical workflow processes and efficiency by 50%.
  • Led the implementation teams and care teams to improve patient outcomes by 65% and monitoring by 99%.
Senior Consultant Project Manager 02/2012 to 02/2013
Kaiser Permanente Los Angeles, CA

Strategic arm to C Level Leadership for Los Angeles Service Area by Consulting and Managing Projects for Business, Clinical and IT departments.

  • Managed large scale Voice over IP migration project for hospital campus affecting over 4000 assets and networking devices.
  • Created a strategic committee responsible for consultative services to improve service gaps by 50%.
  • Managed Digital Whiteboard Project that increased efficiency by 60% with savings of over $200,000.
  • Led Interactive Patient Care initiative to improve inpatient service scores by 20% and reduce readmits by 20%.
  • Improved efficiency for Inpatient In-basket  by identifying bottlenecks and reallocating labor to improve time in queue by 40% and absenteeism by 30%.
  • Managed All in One PC process improvement project to realize 25% cost savings and 40% process efficiency in asset deployment.
IT/ Project Technician 02/2007 to 02/2012
Kaiser Permanente Irvine, CA

Provided IT Service Management for Service Area and supported infrastructure, desktop/ server, and biomedical utilizing ITIL methodologies for inpatient, outpatient, ancillary, and C Level.

  • Consulted and provided IT Service Management for business and clinical departments with 100% customer service scores and 150% resolution rates and output.
  • Utilized Data to seek opportunities for improvement to increase resolution rates by 40% and efficiency by 25%.
  • Piloted Tele-Health initiatives for service area to test market opportunities based on Care Reform.
Help Desk Analyst And Knowledgebase Administrator 02/2005 to 02/2007
Kaiser Permanente Corona, CA

Provided full support for Kaiser Permanente IT assets, network, applications, and data centers across the United States.

  • Presided over escalation and manganed bridges for incidents to facilitate resources and prevent financial and patient care impact.
  • Created a support training course and documentation that increased efficiency by 20% and resolution rates by 60% by using data to show and addressed skill base deficiencies.
Attractions Operations Supervisor 02/2001 to 02/2003
Disney Anaheim, CA

Led Attractions Operations Critter Country Area consisting of 100 employees, 5 supervisors and 7 trainers.

  • Oversaw seasonal labor and equipment budgets that included 10% in labor savings and 30% optimization in process.
  • Created an inventory tracking process that eliminated empty inventory levels by 100%.
  • Optimized Fast Pass location to calculate virtual queuing utilization rates at 75%.
  • Managed projects to address capacity to decrease complaints for the area by 15% and increase efficiency by 23%.
Training and Certifications
  • ServiceNow and Remedy Training
  • Kaiser Permanente Performance Institute Certificate
  • Kaiser Permanente Project Management, Change Management, Problem Management, ITIL, IT Service Management
  • UC Irvine Leadership Residential
  • UC Irvine Project Management
  • Disney Service Management and Star Leadership Training
  • Disney Queuing and Virtual Queuing
Master Of Business Administration: Strategy and Marketing 2012 University Of California, Irvine
Information Systems And Decisions Science 2005 CALIFORNIA STATE UNIVERSITY FULLERTON
This resume is created in 7 minutes.
Results-driven Network Administrator with experience in back-end programming, relational databases and development/maintenance of complex and critical systems.
  • Customer Service
  • Technical Support
  • Sales
  • Web Design
  • Graphic Design
  • Photography
  • Video Production/Editing
  • Telephone Receptions 
Ecommerce Intern May 2016 to Aug 2016
Goodwill Industries
  • Scheduled and prepared Pick-up and shipping orders
  • Photographed items to be listed for auction on website
  • Scanned hard copy books and media for online sales and shipping
  • Rotated stock and recycled inventory on website
Web Design Intern Jun 2012 to Sep 2012
Brookhaven National Laboratory
  • Assisted Network Engineers in developing a network switch inventory web application
  • Wrote interactive user interface with PERL CGI for UNIX
  • Tested MySQL Database queries to track the location and condition of network switches
IT Help Desk Analyst Sep 2007 to Dec 2009
Broward College
  • Opened and closed service tickets for four campuses using Unicenter Service Plus Client
  • Fixed technical problems by trouble shooting customer's browsers and resetting passwords
  • Worked with IT Engineers to trouble shoot networks and reboot systems
  • Handled approximately 12-90 inbound calls per day
Education and Training
Bachelor of Arts, Web Design, Game Design 2017 University of Central Florida
  • Adobe Creative Suite, Final Cut Pro, Microsoft Office, FTP clients
  • HTML, CSS, JavaScript, PERL, Action Script, Python, C, PHP, MYSQL
This resume is created in 7 minutes.
Professional Summary
Skilled Desktop Support Technician specializing in Information Technology and well-versed in team-building, leadership and investigation. Insightful professional with DoD Secret Security Clearance, seeking IT position utilizing 8 years of experience to new role in client-focused customer service, about room for growth and advancement.
  • CompTIA Security + (plus)
  • Avid certified; Pro Tools operator
  • Account Administrator Assistance ("W" and "S")
  • Active Directory and Microsoft Exchange
  • Windows 7 / 10 Desktop support
  • Microsoft Office 2010/2013
  • Remedy Ticketing System
  • Windows Server 2012 R2
  • Command Prompts
  • Quality assurance
  • Logical reasoning
  • Critical thinking
  • Team-oriented
  • Optimism
  • Research
Work History
Help Desk Analyst, 07/2018 to Current
Strategic Data Systems Kansas City, MO
  • Render First Call Resolution services by analyzing information gathered, in order to answer basic questions about installations, operations, configurations, and customizations on the OS platform for both NIPR or SIPR networks.
  • Resolve matters relating to all 7 OSI layers(ex: physical, data link, network, transport, session, presentation, to application) and PKI authentication by use of developed on job training.
  • Filter through assigned products by while assisting with navigating around application menus, to determine the best way to resolve customer's problem or issue.
  • Provide customer and technical support to a minimum of 12-24 end users in an 8hr shift by assisting them through email, phone and Remote Desktop Connections.
  • Address pulse secure issues by working with remote employees  to troubleshoot network connectivity on a corporate network.
  • Manage Print, Dynamic Host Configuration Protocol, Domain Name System, and File Share services.
Systems Information Technology Specialists, 01/2009 to 01/2019
US Army Active Duty & Reserve Nationwide
  • Supply phone / remote desktop support to 140 calls or trouble-tickets by call-center representation.
  • Re-image computers, and monitor performance by network security troubleshooting tips.
  • Log client completions by utilizing Microsoft excel, office, or share-drive availability.
  • Manage, maintain, troubleshoot, train, and assist users with program upgrades.
  • Maintain internet connectivity, network support, and port security. 
  • Support Tier II administration by Tier I decision making.
  • Handle trouble-tickets by real-time / historical issues.
  • Fulfill deadlines and requirements for all production.
  • Supervise creative measures for device installations.
Desktop Support Field Service Technician, 01/2018 to 07/2018
Apex Systems Inc Nationwide
  • Resolve common network and port issues by turning trouble-ticket data into tools that help all users.
  • Upgrade computers, handle deployments, ghost machines, and out-of-date networks.
  • Assemble and install laptops, microcomputers, workstations and external equipment.
  • Support NMCI (Navy Marine Corps Intranet) Tier II environment.
  • First line defense by TCP/IP against service interruptions.
  • Connect computer platforms on military installations.
  • Identify problems to expedite client resolutions.
  • Secure hardware, software, and SIPR networks.
Modern Recording, Production and Audio Engineer: Recording Program, 2017
Atlanta Institute Of Music and Media - Duluth, GA
Bachelor of Arts: Criminal Justice, 2009
Morris College - Sumter
This resume is created in 7 minutes.
Professional Summary
Solid computer operations background involving installation, maintenance, and troubleshooting of PC hardware, operation system, LAN and WAN equipment, and numerous software applications. *Mobile support experience with iOS and Droid *Self-directed, confident professional with effective troubleshooting, custom relations, interpersonal, and leadership skills.
A+ Certified MCP Certified MCDST Certified ITIL v3 Foundations Certified Pursuing CompTIA Security +
  • IT security best practices
  • Team player
GED: Cardinal Cushing Center -
Work History
08/2016 to 11/2016
Field Engeener TIC North Andover MA
  • Lead person on the Windows 7 migration, responsible for imaging the Beta Test machines to be used for the corporate deployment.
  • Day to day overseeing of the help desk, managing three full time IT staff, assigning daily task and assisting on the training and coordination of the department staff.
  • Operation System: Microsoft Windows 7/ 8/ 8.1 10, Linux and OS X Networking: TCP/IP clients, Wireless, Ethernet technologies, WAN and LAN, remote connectivity Applications: MS Office 2010-2013, Lync, VPN, Symantec Norton Ghost, Acronis, Norton Antivirus, Spyware Removal SCCM and PDQ package creation and deployment, Bit9 and McAfee ePO management Familiarity with compliance standards such as HIPAA, SOX, and/or PCI.
  • Trained users in the proper use of hardware or software.
  • Evaluated and conducted technical and functional research and analysis.
  • Applied performance tuning techniques.
  • Applied performance tuning techniques.
  • Ensured proper release and maintenance of all systems.
  • Implemented and administered advanced Microsoft technologies.
  • Implemented and administered advanced Microsoft technologies.
  • Implemented and administered advanced Microsoft technologies.
  • Implemented and administered advanced Microsoft technologies.
  • Implemented and administered advanced Microsoft technologies.
  • Implemented and administered advanced Microsoft technologies.
  • Implemented and administered advanced Microsoft technologies.
  • Implemented and administered advanced Microsoft technologies.

FIELD ENGINEER TIC Consulting North Andover MA
  • Assisted in desktop and laptops migration (Windows 7 32 to Windows 7 64) also supported Windows 10.
  • SCCM and PDQ package creating and deployment.
  • Phone, email and onsite support for users.
  • Participated on Exchange to Office 365 migration, client and mobile Office 365 setup and configuration.

07/2015 to 03/2016
  • IT Networking Supporting Web based applications, Aladdin, Cornerstone, ADP eTime.
  • Managing and supporting SCCM, vSphere, AD, Office 365, Office 2010/ 2013, AppV 5, GOOD mobile Apps and BYOD Supporting the user community with Hardware and Software issues, wireless and Cisco VPN connectivity Helping the service desk manager completing projects on time and keeping company assets database accurate Supporting virtual applications, Antivirus, mobile phone and tablets Contacting outside vendors for warranty support and third party application support.

04/2013 to 06/2015
Senior Help Desk Analyst Coriant Chelmsford, MA
  • Provided troubleshooting and maintenance in Desktop and laptop, supporting international users Managing WebEx account creation, Guest wireless account, network backup, cell phones account management, Cisco VPN, WebEx Administration, Exchange 2010 and Office 365 administration and support Responsible for corporate image creation from scratch using Norton Ghost 32, deploying and maintaining it , creating documentation and procedures for all users, migrated all company users to Windows 7 64 vSphere administration, AD creating new hires account and external users, resetting and unlocking users accounts, Dame ware remote connection software Help senior administrator with network backups, rack setup and cabling setup Support UPS World Ship software for the shipping department running in a Virtual server machine Supported mobile devices, Android and iPhones with email configuration.

07/2007 to 04/2013
Lead Help Desk Support OLYMPUS NDT Waltham, MA
  • Senior lead member of the Help Desk team providing remote and desk side PC, networking, hardware/software Support to Olympus ONDT users community Day to day overseeing of the help desk, managing three full time IT staff, assigning daily task and assisting on the training and coordination of the department staff.
  • Provide hardware and software support to senior executives and staff within the company headquarters via phone, email, remote, and desktop visits Acted as interim supervisor and trainer due to supervisor leaving the company (Managed 3 help desk team member) Served as the liaison between end users and 3rd party vendors to arrange service repairs.

This resume is created in 7 minutes.
Professional Summary
Highly proficient Help Desk, IT, Claims processor and Customer Service focused professional with over ten years of combined experience within a call center environment. Recognized strengths in account maintenance, Benefits eligibility, coordination of benefits and enrollment, Knowledgeable in governmental regulations and HIPAA laws, Counsel on Affordable Care Act Tax Credit Provisions, highly skilled in handling multi-line phone systems, Help Desk ticketing resolution. Talent for identifying customer needs and presenting appropriate company product and service offerings, demonstrated ability to gain customer trust and provide exceptional follow- up, leading to increased repeat and referral business. -Advanced proficiency in Microsoft Windows systems. SAP, Sales Force, Cisco, Ariel Benefits, HealthCare.Gov, Proficient with Windows NT, Citrix.
Work History
Account Manager, 02/2017 to 08/2017
Stericycle Inc. Norcross, GA
  • Account management for retail contracts.
  • Managing large retail accounts, keeping locations in compliance with the scheduled pickups of sharps, pharmaceuticals, hazardous waste and recalled goods.
  • Communicating customers' needs to the client managers of the specific accounts.
  • Making determinations on urgent/special request from locations who early pickups of waste materials.
  • Being the first line of communication directly from the customer via phone or Salesforce cases.
  • Completing and editing supply orders for certain retailers and billing needs to these retail accounts to ensure accuracy or the orders and pricing.
  • Prioritizing tickets for a technical request submitted from field technicians.
  • Creating and maintain cases for pick of waste, schedules using Salesforce.
  • The initiated rollout of new enterprise software solution for sales reporting.
  • Increased profits by 60% in one year through the restructuring of a business line.
Senior Claims Adjuster, 03/2016 to 11/2016
Safe Guard Products Sandy Springs, GA
  • Initiating road hazard claims for extended tire and wheel contracts with major auto manufactures; Bentley, BMW, Mercedes Benz, Maserati, Ford, Hyundai, Toyota and Enterprise auto sales.
  • Making determinations based upon vital information provided from dealer service advisors and customers.
  • Concluding approval or denial reasons by the contract guidelines and exclusions and limitations.
  • Approval limits up to $5,000 dollars while within the contracts road hazard limitations.
  • Editing, additions and removal of components to pending and approved claims for client and service provider claims.
  • Scheduling of inspections of claims per contract guidelines based upon component number and dollar amounts.
  • Reviewing of submitted photos from online/mobile obligated dealers.
  • Review and determination of inspection reports submitted after in person inspection of vehicles and listed components.
Broker Services Broker Support, 04/2015 to 12/2015
Morneau Shepell/ExpressPros Dunwoody, GA
  • Processing the request of brokers via email request, portal or phone calls from Health Republic of New York.
  • Assisting in the enrollment, termination and change process of current and new members for medical insurance needs.
  • Handling a minimum of 75 cases per day.
  • Used Sales Force to create case and documented broker services inbound call contact; and also to route cases to proper level for resolution.
  • Completing the demographic changes for group administering benefits, including group admin replacement, addresses, rate changes, and addition and subtraction of plans.
  • Used Sales Force to create case and documented broker services inbound call contact; and also to route cases to proper level for resolution.
  • Used Microsoft Excel to compile report for email case volume aging and status report, or itemization of commissions paid, adjusted or pending.
Fax Mail Member Services Rep/Advocate, 01/2015 to 04/2015
Altegra Health/RemX
  • Meet production/departmental and quality goals by conducting telephonic outreach activities to review and assess health plans.
  • Reviewing of member's dates of service, providers and locations where claims were paid.
  • Out bound calls to facilities, hospitals and doctors' offices requesting charts, medical records for a risk adjustment review.
Customer Support Specialist II, 10/2013 to 01/2015
Delta Dental Insurance Company/ Global Employment Solutions Alpharetta, GA
  • Responds to basic telephone, electronic, and written inquiries from dental/vision enrollees, professionals, groups, and brokers.
  • Communicates basic eligibility, benefits, and claims status and forwards specific inquiries as directed for priority resolution.
  • Accurately completes escalations of online/hardcopy forms and routes to the appropriate department for completion.
  • Documents each customer encounter or resolution in the appropriate computer tracking system.
  • Identifies, reports and documents system discrepancies.
  • Exceeds and maintains production standards, counts, and inquiry response turnaround times.
Help Desk Analyst, 04/2013 to 09/2013
Fulton County Public School/Hire Dynamics East Point, GA
  • Recognition, research, isolation, resolution and follow up to client request submitted through online ticketing system.
  • Granting access to those with login issues and directing through features and functions of the website.
  • Password resets.
  • Researching system error messages via tickets submitted, closing tickets once system issues have been resolved.
  • Troubleshooting a vast array of problems.
  • Performs general maintenance task and resolves less complex issues immediately.
  • While more advanced issues were submitted to a higher level of support to identify.
  • Maintained client record with known or existing issues that have been submitted for resolution.
Retail Consultant/Repair Tech, 06/2012 to 03/2013
Sprint Nextel Corporation Atlanta, GA
  • Completed sales transactions and process activations while maintaining monthly sales and individual service quotes.
  • Handled customers concerns under company policy and procedures.
  • Selling of wireless services and featured products.
  • Minor triage of troubled software or physical device issues in store.
  • Trouble shooting of wireless devices, Android and IOS running systems.
  • Cellular devices, tablets and wireless air cards.
  • Pro-actively works to resolve customer issues completely and independently, works to retain customer on calls and minimize call forwarding to other departments / representatives where possible.
Customer Support Specialist, 06/2010 to 07/2011
CareerBuilder LLC Norcross, GA
  • Taking inbound calls from employers who need assistance posting new jobs or the editing of current jobs listings.
  • Enhanced client performance and sales through daily mentoring, one-on-one discussions and motivational strategies to ensure the proper functioning of the listing while running on the job board.
  • Providing information to jobseekers that were posting resumes and creating job profiles.
  • Assisting with proper usage including the features and functionality of using the website.
  • Attempting to recreate any issues reported from clients or customer to ensure the proper functionality of the site.
  • Responding to request from customer's, troubleshooting and resolving difficult technical issues effectively and efficiently.
This resume is created in 7 minutes.

Enthusiastic Help Desk Analyst seeking to benefit an IT Department with complex technical knowledge and strong leadership skills.

  • Troubleshooting proficiency
  • Vast technical knowledge
  • Organized and disciplined
  • Excellent computer and communication skills
  • Windows 7/XP/Vista
  • MS Office 2010/2007/2003 proficiency
  • Accomplished with mobile devices
  • SharePoint 2010/2007 Proficiency
  • Developed training material resulting in more productively trained staff.

  • Developed Integrated Voice Response System that had a positive impact on department metrics
Help Desk Analyst 11/2007 to Current INTEGRIS Health Oklahoma City, OK
  • Provides regularly efficient technical support over the phone, maintaining presentable phone demeanor, courteousness, and creativity
  • Electronically tracks problems, change requests, inquiries, equipment installations , and system outages
  • Assigns tickets to appropriate personnel according to documented procedures
  • Loads software and configures computers remotely
  • Maintains job-related documentation, procedures, and manuals
Customer Support Representative 09/2002 to 11/2007 AT&T Oklahoma City, Oklahoma
  • Support customers with online billing and account issues.
  • Researched issues on various computer systems and databases to resolve complaints and answer inquiries
  • Provided technical support to customers having phone and data connectivity issues
  • Trained new employees and explained protocols clearly and efficiently.
  • Mentored employees to assist with future growth and advancement
Post Closer/Midland Mortgage 05/2001 to 05/2002 Olsten Staffing Oklahoma City, OK
  • Verified and examined information and accuracy of loan application and closing documents
  • Answered questions and advised customers regarding loans and transactions
  • Calculated, reviewed, and corrected errors on interest, principal, payment, and closing costs
  • Assembled and compiled documents for loan closings
Loan Processor 06/1998 to 04/2001 Family Mortgage Oklahoma City, OK
  • Verified and examined information and accuracy of loan application and closing documents
  • Analyzed applicants' financial status, credit and property evaluation to determine feasibility of granting loan.
  • Executed the loan origination process, including ordering credit reports, appraisals and preliminary title reports.
  • Presented loan and repayment schedules to customers
Casual Postal Clerk 06/1999 to 06/2000 United States Postal Service Oklahoma City, OK
  • Directed items according to established routing schemes, using computer controlled keyboards or voice recognition equipment
  • Bundled, labeled, and route sorted mail to designated areas according to established procedures and deadlines
  • Distributed incoming mail into the correct boxes
  • Operated and cleared jams on various types of equipment

Associate of Science: IT Networking 2014 University of Phoenix Oklahoma City, OK

Coursework in Distributed Computing, Networks and Databases

Information Technology New Horizons Oklahoma City, OK

Coursework in Microsoft Office

Coursework in SharePoint

CompTIA A+

Networking INTEGRIS Health Oklahoma City, OK

Coursework in CCNA