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Skillful Help Desk Specialist resume

DELANO BURNETT
Professional Summary

Senior Research Analyst with experience coordinating multiple, concurrent projects, from identifying requirements to delivery of solutions for clients, in the market and social industries. Achieved positions of increasing responsibility based on proven skills in the research process and data analysis. Highly proficient working in both qualitative and quantitative research studies using a plethora of technologies. Expertise in project management, database management, data analysis, reporting and communicating findings to inform strategic decision making.  Knowledge of Lean Management principles.

Core Qualifications
  • Data analysis - using SPSS,Excel, Access, SQL, NVivo
  • Proposal Writing
  • Budgeting and finance
  • TCPS2 Certification
  • Website development and content editing
  • Excel (Macros, vLookups, Pivot Tables etc)
  • Account Management
  • Qlik sense for data visualization
  • Project Management
  • Database Management (T-SQL, Access DB)
  • Critical Thinking
  • Policy Implementation
  • Team leadership
  • GIS knowledge
  • Written/Verbal Communication
  • Extensive Organizational Skills
  • Report Building in different formats and designs
  • Microsoft PowerPoint
  • Python Programming
  • Client assessment and analysis
  • Advanced Excel spreadsheet functions
  • Data quality assurance processes
  • Multimedia (Video creation and editing)
  • Survey software expertise (ConfirmIt,SurveyMonkey,QuestionPro, Lime Survey)Predictive Analytics (Machine Learning)
  • Team liaison
  • Self-motivated
  • SharePoint
Professional Experience
Research Data Analyst, 03/2018 to Current
County of Simcoe Administration Center Midhurst, ON
  • Provide comprehensive analysis, research, data and reports based on Health and Emergency services.
  • Consult with staff regarding research and reporting requirements
  • Provide needed information and data analysis through appropriate reporting methodology
  • Analyze and identify trends using multiple data sources
  • Monitor emerging trends in the economy, demographics, societal changes, service systems related to Paramedic Services
  • Data validation
  • Represent the Health & Emergency Services on research projects
  • Collaborate on evaluation projects
  • Data mining
  • Ad hoc reporting
  • Analyzed statistical data using both modern and traditional methods.
  • Interpreted data and made recommendations from findings.
Data Analysis And Information Systems Officer, 06/2018 to Current
Seneca College of Applied Arts and Technology Toronto, ON
  • 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.
Research Assistant / Senior Research Analyst, 01/2017 to 04/2018
Seneca College Toronto, ON
  • 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, 09/2016 to 12/2016
Bond Brand loyalty Mississauga, ON
Service Ontario 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.

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), 01/2016 to 08/2016
Rural Ontario Medical Program (ROMP) Collingwood, ON
  • 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. 

Research Analyst/Data Analyst, 03/2016
Unilever Canada
  • 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.          

Sales Representative/Data Analyst, 11/2014 to 01/2016
Royal LePage Commercial Toronto, Ontario
  • 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.



Commercial Sales Specialist/Data Entry, 09/2011 to 11/2014
Lowes Canada North York, Ontario
  • 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.





Junior Team Leader /IT Help Desk Specialist, 09/2001 to 08/2011
Canadian Armed Forces New Brunswick/Quebec
  • 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.



Affiliations

"I have worked with Del on a few projects. Before every project he develops a deep understanding of the overall objectives and performs detailed case studies. He is very articulate and is an excellent public speaker. Del is skilled at both analyzing the data and communication with clients". Lucas Beal (Business Process Analyst at RCMP)

 

"I have known  Del personally and professionally for the last year -first, as a student of mine,  in the  Research Analyst Program at Georgian  College, and then as  a project team participant managing  key aspects of new initiatives  in the program. ln that time, I have found him to be an articulate, hard working individual who interacts very well with colleagues and produces solid work.  ln fact, while in  his role on the project team,  Del proved to be an ideal worker, For those  tasks with which  he was involved,  his work ethic and work results were both  100% reliable and fruitful.  Del was dealt an unusual breadth of  tasks and in  each case he performed  his duties efficiently, effectively and with utmost discretion". Robin Lobb, Professor

Education
Post Graduate Research Analyst: Business and Management, 2016
Georgian College - Barrie, Ontario





  • Dean's List, both semesters, 2016
  • Database Management - Access, SQL 
  • Advance statistical Procedures - SPSS, Linear Regression,Statistical Modelling, 
  • Spreadsheets and Table Management - MS Excel,
  • New Research Technologies - Tableau, Qlik sense, QuestionPro, Google Analytics, WordPress, NVivo
  • Qualitative and Quantitative research communication skills
Bachelor of Science: Life Sciences -Psychology major McMaster University - Hamilton, Ontario
Certifications
  • Tri-Council Policy Statement certificate: Ethical Conduct for Research Involving Humans (TCPS 2)
  • Post Graduate Research Analyst Certificate (2016)
Volunteer Service

Communications Officer : for a not-for-profit organization in Toronto that provides food and clothing to the homeless.

  • Strategic Marketing and Communications Consultant with a firm grasp of corporate messaging and branding. Possesses a strong work ethic, as well as exceptional writing, editing and research skills.
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Job-winning Help Desk Specialist resume

ELBERTO CRUZ
Professional Summary
IT professional with more than 10 years background in system administration, hardware and software troubleshooting and network management for the federal government and in the private sector. Possesses active security clearance.
Skills
  • Leadership
  • Strong communication skills
  • Working independently
  • Organized
  • Focused
  • System Administration
  • Fast learner
  • Skilled multi-tasker
  • Customer service oriented
  • Detail-oriented
  • Self-starter
  • End-user support


Additional Information
  • Holds (Active) Top Secret/SCI and Secret Security Clearance
Work History
Desktop Support Technician, 08/2017 to Current
SERCO (U.S. Coast Guard) Oakland, CA
  • Utilize Remedy to properly document and respond to incidents, service requests, updates, patches, configuration changes and maintenance for a wide variety of equipment to include printers, workstations, laptops, servers, and network equipment.
  • Identify and/or troubleshoot problems and interface with external service providers on a wide range of issues to include networks, Microsoft Exchange, Active Directory, DNS, and DHCP.
  • Troubleshoot laptop, desktop, peripheral and server hardware problem and coordinate maintenance with vendors as required.
  • Create and manage Microsoft Active Directory objects to include computers, security groups, distribution groups, and users.
  • Configure and troubleshoot iOS and Android mobile devices.
  • Monitor, troubleshoot and repair basic network problems to include the management of internal office cabling.
  • Test locally approved hardware for compatibility and usability with customer gold images and other baselines.
  • Support Information Assurance (IA) staff in creating and maintaining certification and accreditation (C&A) packages.
  • Install, repair, and configure computer equipment and peripherals.
  • Maintain and update disaster recovery procedures.
  • Assist in performing configuration and security compliance scans to include remediation of findings.
  • Provide conference room support to include remote access, desktop and application support.
  • Receive, unpack and barcode IT equipment.
  • Conduct physical inventories of all equipment within HQ support staff's area of responsibility (AOR).
  • Maintain and inventory sufficient spare equipment to be able to respond quickly to outages or surges.
  • Securely process and prepare excess equipment for disposal.
Help Desk Specialist, 10/2016 to 04/2017
CSRA (U.S. Air Force) - Travis AFB CA
  • 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.
Network Operations Supervisor, 10/2011 to 09/2015
U.S. Air Force - Travis AFB CA


  • 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

Deployable Command and Control Information Supervisor, 08/2001 to 01/2007
U.S. Air Force - Travis AFB CA


  • 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

Cyber Systems Supervisor, 02/2007 to 09/2011
U.S. Air Force - Travis AFB CA
  • 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

Education
Associate of Science: Computer Networking & Information Technology,

 

Associate of Science: Computer Networking & Information Technology, Current
City College of San Francisco - San Francisco, CA

Associate of Applied Science: Information Systems Technology, 2015
Community College of the Air Force - Montgomery, AL
Information Systems Technology
Certifications

Current CompTIA Sec+ CE

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Experienced Help Desk Specialist resume

Hasani Menefee
Professional Summary
Self-motivated professional highly proficient in developing creative solutions and implementing objective decision making. Maintains positive attitude and works hard to build team relationships. Knowledgeable and innovative sales and banking professional whose success is based on integrity, exceptional customer service, efficiency and ambition.
Skills
  • IT Support
  • Microsoft Office Suite​
  • Data backup and retrieval
  • Risk management assessments
  • Financial analysis aptitude
  • HIPAA Certified
  • Superior organizational skills
  • Excellent communication skills
  • Excellent diagnostic skills
  • Strong banking ethics
  • Complex problem solving
  • Excellent work ethic
Work History
Sales Agent 02/2017 to 09/2017
Red Ventures
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Met or exceeded service and quality standards every review period.
  • Set up new accounts, established customer credit, and set up payment methods.
  • Prioritized daily workflows, including all inbound calls, quotes and sales-related inquiries.
  • Emphasized product features based on analysis of customers' needs.
  • Maintained friendly and professional customer interactions at all times.
Customer Service Representative 05/2016 to 01/2017
Xerox
  • Assisting Medical providers with medical benefit quotes.
  • Researching Medical Claims.
  • Identifying Network Status for both In Network and Out of Network Providers.
IT Help Desk Specialist 11/2014 to 10/2015
Randstad/State Farm Fort Mill, SC
  • 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.
Cleaning Maintenace 05/2010 to 10/2014
Jaden & Company Commercial Cleaning Charlotte, NC
  • 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.
Collector I/Loan Servicing Specilist II 07/2008 to 04/2010
Wells Fargo Fort Mill, SC
    • 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.
Executive Administrative Assistant 12/2006 to 11/2007
Manpower/IBM Charlotte, NC
  • 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.
Education
Associate of Applied Science: Computer Networking 2018 York Technical College - Rock Hill, SC
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