Help Desk Active Directory

Janet Lorenzo

***** ** *** ***. *****, Fl. *****

Tel 305-***-**** Cell 305-***-**** email: *************@*******.***

OBJECTIVE:

To obtain a challenging and rewarding role in an organization that is actively involved with the

integration and business management of multiple platforms and database technologies.

EDUCATION:

Florida International University

BA, Management Information Systems

Graduated December 2003, GPA 3.2.

University of Miami: Blue Lagoon Information Systems Suite

Intermediate & Advanced Crystal Reporting 2008

TECHNICAL SKILLS:

Operating Systems: Windows 95, 98, Windows 2000, Windows XP Home/XP Pro

Desktops: Hewlett Packard, Compaq, and Dell desktop troubleshooting / installation experience.

Languages: Experienced working with SQL.

Programs: SQL Server 2003, Hyperion, and Microsoft Visual Studio for .Net. Microsoft Office 2k, and 2k3 for

Windows (Access and Power Point included), Heat Ticketing System, Lotus Notes, Microsoft FrontPage.

Proficient knowledge of Windows 2000 and 2003 Server as well as Active Directory Management including Users

and computers also Active Directory Domains and Trusts.

Reporting Tool: Crystal Reports

EXPERIENCE:

10/22/07- 09/04/09

BUPA International, 7001 SW 97 Ave, Miami, FL. 33173

Management Reporting Analyst

• Ensure data extracted from Accounting and Information Systems is consistent with Operating Procedures and

Guidelines.

• Extract data from various Accounting and Information Systems.

• Prepare and create Monthly Premium and Membership Reports for the month-end closing.

• Create and Reconcile Premium Reports.

• Present data analysis to executive management utilizing proprietary executive summary reports.

• Perform statistical and financial analysis of premium transactions.

• Prepare premium, membership, claims, underwriting, and billing ad hoc financial analyses for various customers.

• Perform other reports as assigned using Crystal Reports.

• Create queries for reporting and validation using Microsoft Access.

• Create tables, build queries for data analysis and extraction using Microsoft SQL Server.

• Report and analyze deficiencies in the process and make recommendations to improve the process.

• Ensure all reports are delivered by the deadlines.

• Utilize Microsoft Excel using Pivot Tables, formulas, etc in order to help analyze and manipulate data.

• Create and publish monthly finance dashboards.

06/05/06- 10/19/ 2007

Lennar Corporation, 700 NW 107 Ave, Suite 115, Miami, FL. 33172

HEAT Database Administrator

• Install new version of tools within the Help Desk.

• Consultant and trainer for support staff on the use of Help desk tools for Help Desk Analysts, IS staff and

management.

• Coordinate with tools vendors to resolve issues, questions, and implement enhancements.

• Create reports from the customer support software database using MS Access.

• Create SQL queries and add tables within SQL.

• Work with the IS/IT groups to ensure all Help Desk tools have high reliability and promote effective and productive

use.

• Gather and provide information for IS quality improvement, future solution assistance, and to reduce call duration.

• Maintain and monitor HEAT servers.

• Create new user accounts and set security roles for users.

• Create tables with MS Access.

• Perform changes in production in HEAT System.

11/29/04 – 06/05/06

Lennar Corporation, 700 NW 107 Ave, Suite 115, Miami, FL. 33172

Help Desk Analyst

• Provide technical phone support in a Windows 2000/Windows XP environment.

• Responsible for creating and documenting user trouble tickets using (HEAT) ticketing system.

• Configure and support electronic mail administration for Lotus Notes.

• Assist in installing new hardware, software and upgrades; ex: MS Office 2000 and 97,

Lotus Notes, Windows and Virus definition updates.

• Responsible for troubleshooting network connectivity.

• Configure and support VPN and ATT dial up issues.

• Configure and troubleshoot network as well as local printers.

• Troubleshoot printer issues within Saleslink.

• Provide end users with technical requirements for equipment they will need to utilize.

• Reset password and configure AS400.

• Troubleshoot and remove spy ware from users desktop and/or laptops.

• Utilized Active Directory to reset password and to look up network accounts.

• Utilized Dameware to connect remotely to users in order to provide assistance.

• Responsible for documenting procedures and processes for the help desk.

• Responsible for training new Help Desk Analyst.

06/21/04 – 10/18/04

Mercury Marine, 11650 N. Interchange Dr, Miramar, FL. 33027

IT Support Specialist

• Provide technical phone and desktop support in a Windows 2000 environment.

• Responsible for creating and documenting user trouble tickets

using (Support Magic) ticketing system.

• Create and modify reports from database on Crystal Reports.

• Assist IT Specialist with projects such as updating information on database (Solomon).

• Run queries from Microsoft SQL.

• Responsible for changing backup tapes every morning.

• Input\inquires of orders in AS400.

02/16/03 – 06/18/04

Ft. Lauderdale Police Dept., 1300 W. Broward Blvd, Ft. Laud, FL. 33319

Information Systems Intern (Paid)

• Provide technical desktop support.

• Responsible for a large volume of calls and follow-up.

• Responsible for the troubleshooting hardware/software printer queues, configuration, and patch upgrades.

• Created e-mail accounts for new users, delete, and reset passwords in Active Directory.

• Responsible for installing various software packages and upgrades.

• Responsible for installing and providing technical support for Outlook.

• Logged all trouble tickets on a propriet ary ticketing system.

• Assist Supervisor with projects such as PC inventory.

REFERENCES: Available upon request.

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