Help Desk Analyst

Mary R. Chavez

Cell: 972-***-**** Home: 972-***-****

nihu7f@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

• Provided user id technical support to executives and general user population

• Provided level two interface for level one support, implementation managers, project managers,

• Created network access ids for entire user population and responsible for daily and weekly reports

• Problem solved email or network incident cases exceeding or meeting customer deadlines.

• Coordinated training schedules and developed work instructions.

• Processed daily workload received in tracking software.

• Consistently met customer service level agreements; handled other duties as assigned.

TECHNICAL SKILLS

• Proficient in Microsoft Office products

• Professional phone skills

• Type 40 - 50 wpm

PROFESSIONAL EXPERIENCE

Electronic Data Systems July 1997 – Present

Infrastructure ID Administrator

Domain ID administrator for NT, Win2003 Active Directory, Exchange and Lotus Notes email accounts, ensuring network access and requested resources were available to users worldwide. Processed individual requests as well as various projects as assigned. Team lead responsibilities when required.

Business Analyst June 1995 – July 1997

Answer phones and emails in a helpdesk environment. Responsible for troubleshooting and resolving software and hardware issues with Intel and Macintosh computers for traveling accounting consultants. Assisted in training new agents and developing documentation to be used in knowledgebase.

Network Operations Technician Sept 1988 – June 1995

Provided technical support to hotel management and personnel utilizing Spectravision video system. Answered incoming calls, documented and provided on the spot troubleshooting and analysis. Reported problems and dispatched unresolved issues to second and third level support or field engineers.

EDUCATION

Devry University(Mary R. Washington)

Bachelor of Science: Business Management

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