Help Desk Support Specialist resume examples

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PC / LAN Technician Strategic thinker with the ability to formulate plans, strategies and outcomes. Extremely detail oriented with strong customer service focus. Strong verbal and written interpersonal communication abilities. Diplomatic and tactful with professionals and non-professionals at all levels. Very detail oriented and accustomed to handling sensitive & confidential records. Familiarity with health care and pharmaceutical environments. Thrive in deadline-driven environments. Excellent team-building skills.
EXPRESS SCRIPTS February 2013 to Current PC / LAN Technician
  • Key Results: Responsible for remote and local support for VPN, RSA tokens, network, and Avaya phone issues.
  • Servicing over 50,000 users in a large scale, multi-platform, distributed environment.
  • Demonstrated ability to prioritize work load and meet deadlines.
  • Utilized and supported Microsoft software (i.e., Word, Excel, Visio and Project), Active Directory, Citrix, VMware, Virtual Desktop Infrastructure (VDI), Terminal Services, Microsoft Server 2003 and 2008, Windows Operating Systems XP and 7.
  • Responsible for adapting in a dynamic work environment and making independent decisions.
  • Worked collaboratively with other departments to resolve complex architectural issues with innovative solutions.
  • Communicated highly technical information to both technical and non-technical personnel Responsible for move, adds, and changes to Avaya PBX using Avaya Site Administrator software.
BJC HEALTHCARE March 2012 to January 2013 Desktop Support Analyst
  • Key Results: Installed and Configured Citrix XenApp on demand application delivery software.
  • Responsible for evaluating and identifying issues and contributing resolutions.
  • Responsible for prioritizing and handling multiple tasks while meeting deadlines and due dates.
  • Supported and deployed hospital's new VDI implementation of Oracle VDI / VMWare View.
  • Optimized hardware deployment methods prior to go-live.
  • Configured & Supported Follow Me Printing and Follow Me Desktop architecture.
  • Supported and deployed new Cisco 802.11n Wi-Fi implementation.
  • Installed, configured, and supported Intel wireless cards & ProSet Wireless Software.
  • Worked as Migration Specialist on Windows 7 migration team preparing new Windows 7 machines for deployment to replace existing Windows XP computers.
  • Provided support for all desktop elements for multiple sites to include desktop, laptop, printer/copiers and network / VPN connections.
  • Logged calls & work from work queue using Remedy service management software.
  • Performed inventory collection of endpoints using IBM's Tivoli Software and LANDesk Management software.
BUSCOMM INCORPORATED April 2007 to May 2011 Lead Digital Recording Analyst
  • Integrated and provided support for mission critical digital recording servers in various VOIP, analog, and digital PBX phone environments in various call center and public safety applications.
  • Key Results: Responsible for gathering clients technical requirements and for providing a detailed explanation of costs and equipment needed for solution Worked with both PBX and software vendors to design call recording solutions for high volume call center environments.
  • Serviced and programmed Creston devices and set up and calibrated Shure microphones Gained familiarity with various call center technologies including IVR, Dialers, and Screen Capture.
  • Certified with Verint Call Recording Software and Servers.
  • Provided remote and on-site technical support for Verint Call Recording Servers, escalating issues to vendor support when necessary Gained experience supporting SQL Server.
  • Familiar with interpreting logs and executing stored procedures.
  • Served as lead on server management team of 5.
  • Responsible for the Planning, Integration and Administration of over 175 Windows based Digital Audio and Call Recording Servers in various environments, 24/7.
  • Worked closely with various IT teams inside various organizations in order to facilitate installation, maintenance and support of call recording servers.
  • Used excellent verbal and written communication skills to interact professionally with a diverse group of executives, managers, and subject matter experts.
Help Desk Support Specialist
  • Provided support for Comcast VOIP Digital Phone.
  • Key Results:.
  • Achieved customer satisfaction by troubleshooting WAN network connectivity issues.
  • Assisted customers using in-depth knowledge of Windows & PC hardware.
HARRIS-STOWE STATE UNIVERSITY Management Information Systems, 2004 - 2008 ST. Louis, MO
ST Louis community college- ST 2003 Computer Engineering Louis, MO Computer Engineering
Active Directory, go-live, Avaya, call center, Cisco, Citrix, hardware, clients, customer satisfaction, delivery, Digital Audio, IBM, Intel, inventory, IVR, Microsoft software, Excel, Windows 7, Windows, Windows & PC, Windows Operating Systems, Windows XP, Word, Migration, Management Information Systems, network, Oracle, PBX, personnel, copiers, printer, Recording, safety, Servers, SQL Server, technical support, Phone, Tivoli, troubleshooting, View, Visio, VOIP, VPN, WAN, written communication skills