Help Desk Specialist resume examples

• Researched and updated all required materials needed for Degree and Credit Transfer Office
• Project Management
• Database management
• Overseeing SharePoint database
• Developing and running reports
• Analyzing  data and providing department support
• Transformed project data requirements into project data models.
• Coordinated statistical data analysis, design, and information flow.
• Developed data architecture design to enable analysts to perform targeted customer analysis.

• Senior Research Analyst on an eCampusOntario project
• Research Ethics Board - Produce REB applications to Ontario Colleges
• Manage the REB application process
• Sound knowledge of Tri-Council Policy Statement: Ethical Conduct for Research Involving Humans (TCPS2)
• Liaison between research team and external parties
• Develop and write research reports.
• Establish and maintain research electronic and paper based files
• Record management:  REB applications, communication, approvals, meeting notes
• Communicate with various stakeholders on a regular basis on research ethics process
• Provide research support within the Ontario College system
• Efficiently work with all SPSS, Excel, PowerPoint, NVivo, and other research software applications
• Assist with all aspects of the research design, implementation and integration.
• Major projects utilizing, skills in attention to detail
• Data Collection
• Data Analysis , communicate findings
• Quality assurance

• Research Analyst/Data Analyst on a team of 3.
• Softwares/Technologies used: SPSS, Excel, PowerPoint and Conformit.
• Data Analysis for quality control and quality assurance using Excel and SPSS.
• Reporting/storytelling of data; using Microsoft Office (PowerPoint, Word and Excel).
• Supported the flow and logic of questionnaire construction using Conformit.
• Checked programmed surveys for logic and accuracy using Conformit.
• Assisted in the coordination of research projects such as designing questionnaires.
• Reviewed the quality of data that's collected to ensure samples and quotas met the design Plan using Excel and SPSS.
• Provided support in developing and reviewing of client deliverables including the preparation of report charts.
• Communicated and provided project status updates to team.          
• Participated in client presentations; created reports using Excel and PowerPoint.

Major Telecommunication Provider Project

• Research Analyst/Data Analyst on a team of 3.
• Reviewed the quality of data that's collected to ensure samples and quotas met the design Plan; using Excel and SPSS.
• Supported the flow and logic of questionnaire construction using Conformit.
• Checked programmed surveys for logic and accuracy using Conformit.
• Communicated and provided project status updates to team. 

Mortgage Project

• Research Analyst/Data Analyst on a team of 3.
• Softwares/Technologies used: SPSS, Excel, PowerPoint and Conformit.
• Data Analysis for quality control and quality assurance using Excel and SPSS.
• Reporting/storytelling of data; using Microsoft Office (PowerPoint, Word and Excel).
• Supported the flow and logic of questionnaire construction using Conformit.
• Checked programmed surveys for logic and accuracy using Conformit.
• Assisted in the coordination of research projects such as designing questionnaires.
• Reviewed the quality of data that's collected to ensure samples and quotas met the design Plan using Excel and SPSS.
• Provided support in developing and reviewing of client deliverables including the preparation of report charts.
• Communicated and provided project status updates to team.          
• Participated in client presentations; created reports using Excel and PowerPoint.
  
  
  

• Research Analyst / Data Analyst (Project Team leader on a team of 3)
• Softwares/Technology used: Excel (vLookups, Macros), SPSS, QuestionPro, PowerPoint
• Conducted a policy and development study for ROMP
• Designed survey based on literature reviews and secondary data, conducted literature reviews for background information
• Conducted in-depth interviews using a random sampling technique
• Collected both quantitative and qualitative data from survey results and in-depth interviews, and then analyzed primary data using Excel, SPSS and QuestionPro
• Presented findings and recommendation with story behind the data to client.The client was able to identify key education programs that will impact rural Ontario doctors' professional development.
• Through this project I developed the following skills: Data analysis, Client Management Skills, Research design, In-Depth interviews Data collection skills,Team work,Project management, Risk Management, Strong reporting skills and presentation skills. 

• Executed a consumer insight research project for Unilever Canada with a team of 3 Research Analysts
•  Softwares/Technologies used: NVivo, Excel, PowerPoint
• Designed In-depth interviews with consumers of Unilever product
• Conducted literature reviews for background information
• Collected both qualitative and quantitative data from social media and interviews, and then analyzed primary data using Excel, SPSS and NVivo
• Presented findings and recommendation with story behind consumers' habits and motivation, to client
• Client was able to identify consumer perception of their brand, and areas of key importance
• Through this project I developed the following skills: Research design, In-Depth interviews, Data collection skills,Team work, Data analysis -using Excel, SPSS, NVivo, Project management, Storytelling -presentation of findings with story behind data.          
  

• Exposure to SalesForce as CRM too to manage client details and products 
• Specializing in Commercial Real Estate-Retail Leasing, Industrial Sales and Sale of Businesses
  
• Data analysis of commercial real estate sales/leases trends and created reports for clients Analyzed
•  Researched clients commercial needs, market trends and executed plan accordingly
• Analyzed Data from Toronto Real Estate Board Created market trend reports for communities within Toronto
• Provided subject matter expertise in health and fitness industry.

• Data Entry of commercial clients in companies database.
• High demand sales role, where I was responsible for generating new sales.
• Leading the Commercial sales team and generating new leads, resulting in weekly sales of over $100k an overage.
• Maintained knowledge of current sales and promotions, policies regarding payment and exchanges and security practices
• Contacted other store locations to determine merchandise availability.
• Built relationships with customers to increase likelihood of repeat business.

• Database Design using MS Access and SQL for military combat training and quick reporting on training effectiveness.
• IT Help Desk specialist, troubleshooting various IT issues and implement IT plan for Canadian Armed Forces Medical Unit
• Served as a junior leader within the Artillery branch for 8 years. Led 55 soldiers, including training for maintenance of physical and combat fitness levels.
• Trained over 100 new soldiers to perform various roles within the artillery branch,  including battle training for deployment.
• Planned and executed annual weapons qualification and training for 100 personnel, ensuring more than 90% of personnel were ready for deployment.
• Developed new process for troops evaluation which resulted in marked performance improvements.

• Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.
• Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records.
• May route calls to product line specialists, application, or system support specialists.
• Maintains and updates records and tracking databases.
• Alerts management to recurring problems and patterns of problems.

• Directly supervised three military technician providing executive communications support, BlackBerry, Secure Mobile Environment-Personal Electronic Device (SME-PED), Virtual Private Network (VPN), Desktop Support.

• Maintain and administer computer networks and related computing environments including computer hardware, systems software, applications software, and all configurations.

• Plan, coordinate, and implement network security measures to protect data, software, and hardware.

• Continually evaluates the process in place to ensure that the best possible solution is applied to each task

• Managed 41 servers over 1000 network devices and provided network and computer support for 1,400 multi-national users

• Engineered, configured, and maintained layer 2 and 3 data, voice, and video networks for deployed joint operations

• Provided critical secure and non-secure WAN access, long local DSN phone access, video conferencing services, and performed other network administrative duties in direct support of Operation Iraqi Freedom

• Maintained $2.8+ million in computer and network equipment with 100% accountability

• Engineered update/sanitization software and supervised a team of 7 administrators and Helpdesk technicians to achieve a perfect rating of network systems state during operational readiness inspection. 

• Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components, when necessary.

• Confer with network users about how to solve existing system problems using Remedy trouble-ticket system.

• Install, diagnose, repair, and maintain information technology infrastructure including workstations, servers, printers, copiers, scanners, fax machines, VOIP, video conferencing, and networking equipment

• Managed Communication Security (COMSEC) cryptographic account worth $250K

• Assisting Medical providers with medical benefit quotes.
• Researching Medical Claims.
• Identifying Network Status for both In Network and Out of Network Providers.

• Provided continued maintenance and development of bug fixes and patch sets for existing web applications.
• Implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and access.
• Monitored network performance and provided network performance statistical reports for both real-time and historical measurements.
• Conducted research to address customer concerns.
• Identified and solved technical issues with a variety of diagnostic tools.
• Demonstrated professionalism and courtesy with customers at all times.

• Performing daily general cleaning duties and occasional carpet cleaning.
• Cleaning the desks and other assets on a daily basis of offices
• Maintaining a high precaution level while cleaning costly and delicate articles.
• Observing absolute cleanliness at cabins of senior officials and meeting rooms.
• Coordinating with other cleaning team mates and ensuring safety measures are followed while cleaning.

• Managed a Pipeline of 70+ loans effectively.
• Reviewed appraisals to calculate loan to value ratio and to ensure comps were sufficient.
• Increased business unit's credit evaluation performance by developing an Excel macro to identify Key words in the FDR system resulting in quicker decision making.
• Worked with third party vendors to obtain correct title insurance, appraisal and insurance informationAnalyzed credit reports for accuracy and to calculate debt to income ratio.
• Facilitated the subordination process by reviewing and submitting second lien loan requirements.
• Created production pipeline reports for upper management to target business unit trends and improve production processes.

• Greeted visitors entering the office, determined the nature and purpose of visit and directed them to the appropriate destination.
• Answered and managed incoming and outgoing calls while recording accurate messages.
• Obtained signatures for financial documents and internal and external invoices.
• Planned and coordinated logistics and materials for board meetings, committee meetings and staff events.

• Serve as a liaison between the Business and Information Technology Department on product development requests from initiation through to completion.
• Participates in industry and professional networks to ensure awareness of standards, trends and best practice.
•  Created interactive user interface wireframes.    
  
• Assists in Product Owner in writing user stories and acceptance criteria in Behavior Driven Design format.
• Analyzed reported software issues.
• Produced detailed documents and procedures.

•  Responsible for helping QA develop test criteria when required.
• Perform software modification testing.

• Gather requirements for Exchange Flat files, Reports,  SFTP transfers, adhering to individual states compliance, adjudication, using customized software.
  
•  Constructed test case scenarios through collaboration.
• Mapped current processes and offered recommendations for improvement.
• Assessed the impact of current and future business processes on users and stakeholders.
• Collaborate with different departments to obtain requirements based on the type of request or assignment.
• Overseer of the Sales and Demonstration system.
• Produced demonstration system documentation from the owner and user perspective of the system.
• Coordinated monthly upgrades to the code and data for the demonstration system.
• Staged scenarios for client and conference  presentation. 
• Drafted work request for delivery team on Demonstration systems problems.

• Facilitated supporting the business and development by completing first level triage of an issue.
• Recreating the steps when possible and noting any trends found
• SQL performed to collect data around the issues.
• Documentation research using SharePoint.
• Reviewed Java code though Eclipse.
• Evaluated Stored Procedures .
• Performed the various types of research on incoming Application Trouble Tickets.
• Created Business Requirement Documents for Clinical Letters, Paper Bill and Point of Sale adjudication system, Claim Eligibility and Pharmacy Mail-Order.
• Produce weekly Product Management Reports through Excel using VBA.

• Developed documented procedures for the Department.
• Researching Paper Bill Processing Exception problems in the database prior to reporting issues.
• Tested and inspected various letter developments for the department such as; Therapeutic Alert, EOB's, and Pharmacy Return Letter.
• Coordinated printing and mailing the company letters.

• Mentored and supported the Help Desk Specialists.
• Provided coaching through referencing and understanding department procedures.
• Monitored the various tasks handled by Specialists ensuring Service Level Agreements were achieved.
• Determined where resources were needed to fulfill primary and secondary task completion.
• Assisted Specialists in resolving adjudication system issues using advanced troubleshooting skills and system overrides when needed due to known system defect.

• Assisted adjusters, pharmacies, and injured workers using a complex pharmacy adjudication system and Electronic Prior Authorization Queue.
• Resolved Worker's Compensation patient's medication not processing.
• Proactively searched the adjudication system for prescriptions that did not process.
• Indicated if an authorization was approved or denied, for how long, and why on behalf of Workers' Compensation adjusters via a phone call or email from them.