It Help Desk Support Analyst Sample resume

help desk / technical support resume exampleJANE HARRISON

SENIOR Help-desk / Tech Support Team PROFESSIONAL

  • Accomplished Senior Help-desk professional with 10+ years experience of Computer Procedures, Technical and Help-desk support.
  • 8 many years of progressive computer/network procedures experience of large global data centers with mixed computing atmosphere including Unix, Home windows NT/2000 and interconnected mainframe.
  • many years supplying Help-desk support to 1000's of customers worldwide, generating a good status for productivity, complex problem resolution and professionalism.
  • Excellent communication and diagnostic abilities, consistently solve problems status for productivity, complex problem resolution and professionalism.
  • Positive self-starter recognized to initiate process and system enhancements to improve system stability and staff productivity.

TECHNOLOGIES

  • Home windows 9x Client &lifier Server
  • Home windows NT 4. / 2000
  • MVS/ESA
  • UNIX / DOS
  • OS/290
  • Microsoft Office 97/2000
  • TCP/IP
  • Hewlett packard Openview
  • 'cisco'
  • IBM/AIX 4.1
  • TSO
  • Netview
  • VTAM
  • JES2
  • CICS
  • FTP / NDM
  • Boole &lifier Babbage
  • DPU/MacAfee
  • SMS
  • MS Exchange
  • BMC Patrol
  • Remedy
  • Command Publish
  • Netscape
  • VPN / SecurID

PROFESSIONAL EXPERIENCE


Among the world's biggest investments firms when it comes to financial assets, with roughly $13.9 billion in revenues in 2001 and 10$ billion in equity and $406 billion in assets.

Provided first-level tech support team for global IT infrastructure supporting 35Thousand+ employees through the U.S. and overseas. Troubleshooted hardware, software and connectivity issues for any mixed Unix, Home windows NT/2000 and mainframe atmosphere. Furthermore supported Expense Processing and E-Procurement, voicemail message, telephone and BPX systems. Challenged to supply timely resolutions to aid mission-critical application customers.

  • Accomplished the greatest amounts of productivity, handling over 1Thousand calls each week and calculating 200+ calls daily.
  • Gained solid status for solving complex issues and supplying exceptional customer support.
  • Marketed to visualize additional duties as Technical Consultant supplying expert guidance to Help-desk staff.
  • Aided customers with guidelines and methods for establishing conference calls, new accounts, web/network presentations and voicemail.
  • Provided special help key departments including Equity, Fixed Earnings, Investment Banking and Executive Support. Supported remote access using Dialup/VPN SecurID.
  • Utilized extensive experience of multiple operating atmosphere including mainframe connectivity and security, Home windows NT/2000 workstation and server and Unix.
  • Increased issues when needed and maintained communication with customer and Technical teams. Extensively utilized Remedy to record and track issues.
  • Individually designed new staffing schedule to enhance night time coverage and lower price of overtime.
  • Labored individually every sunday supplying sole support for worldwide procedures.
  • Shown exceptional abilities in professionalism, reliability , responsiveness across a multitude of areas.

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