IT Helpdesk Support

Tina M. Wise

**** ******** *, ******, ** *****

940-***-**** *********@*****.***

* *******:

Professional with technical, administrative and accounting experience in various industries. Results driven self-

starter with the ability to prioritize, manage and maintain documentation, tasks and projects. An adaptable

employee with the flexibility and experience required to adjust to rapidly changing schedules and frequently

shifting priorities. Possess solid troubleshooting and analytical problem solving skills while providing quality

customer service. Specialize in organizing systems, refining processes and procedures in fast-paced work

environments.

1 Skills Experience:

Technologies: Active Directory, VPN/Remote Access, MS Office Enterprise, Adobe Acrobat Standard,

QuickBooks, Web Casting

Operating Systems: Windows XP / 7

Hardware: Dell / HP Workstations, Laptops, Printers, Audio & Visual Equipment

Administrative: Asset Management, Report Generation, Presentations, Spreadsheets, Correspondence, Data

Entry, Reception, Filing, Mass Mailing

Accounting: Accounts Payable, Accounts Receivable, Billing, Reconciliation, General Ledger, Payroll, Credit

Processing

Experience:

Novella Clinical – Morrisville, NC 11/12 – 05/13

IT Helpdesk Support

• Provided first line response for users requiring assistance with information technology issues and

problems (via phone, email, etc.)

• Utilized Track-It ticketing software; creating, updating and managing trouble tickets while coordinating with

supporting teams to ensure proper hand-off, escalation, and closure of tickets.

• Managed retirement of IT assets, documentation and reporting

• Processed printer maintenance, repairs, and assured proper utilization of service contracts

University Targeted Staffing (NCSU) – Raleigh, NC 01/12 – 10/12

IT Helpdesk Support

• Preformed first line response for users requiring assistance with information technology issues and

problems (via phone, email, etc.)

• Diagnosed and troubleshot problems with PCs and software, communications devices and network

connections

• Utilized Remedy ticketing software; creating, updating and managing trouble tickets and coordinating with

supporting teams to ensure proper hand-off, escalation, and closure of tickets.

• Installed and upgraded overall maintenance of PC desktop systems, software and peripherals

NTTA (North Texas Tollway Authority) / Delta Dallas (NTTA) - Dallas, TX 07/07 – 12/11

IT Helpdesk Support – IT Admin

• Managed complete lifecycle of IT assets, starting with asset procurement then proceeding with receiving,

documentation and reporting

• Created and maintained library of procedures for updates/patches to corporate-wide applications in

production environment

• Processed report exceptions, modifications, correspondence and maintenance in databases

• Troubleshot hardware and software issues on corporate desktops and laptops while validating proper

utilization of service contracts for any warranty issues

• Performed printer maintenance, repairs, and assured proper utilization of service contracts

• Installed standard desktop images for employees, reduce total install time by copying the relevant image

to a new computer’s hard drive rather than loading individual software applications

• Designated boardroom a/v liaison due to acknowledged customer service for executive level presence

Sotherby Homes - Plano, TX 04/06 – 06/07

Administrative Assistant to CFO

• Provided general IT assistance for 200 employees and builders on the corporate network

• Developed and maintained inventory database of all corporate IT assets, including printers, workstations,

laptops, phones, routers and switches

• Trained employees and vendors on software applications

• Prepared external communications and financial documents for CFO to banking institutions and law firms

• Managed special projects from company executives and their administrative assistants

• Office Management: cubicle assignment/reassignment, contract and file administration

Spherion (UPS) - Dallas, TX 08/05 – 04/06

Payroll Associate

• Processed payroll for multiple districts in the Southeast

• Administered Health and Welfare benefits for union employees

• Generated exception reports daily to identify and correct errors

Candera Inc. - Washington, DC 12/02 – 02/05

Executive Administrative Assistant/Branch Manager

• Created and maintained inventory database of all IT assets, including printers, phones, workstations,

laptops and routers

• Responsible for software installations/updates and hardware maintenance on workstations, laptops and

printers for DC branch of Caldera

• Conducted all IT asset research for procurement of branch equipment

• Provided general office administrative support and managed the month-end reconciliation process

• Formatted and assembled company reports and PowerPoint presentations for executives

• Processed billing, accounts payable and accounts receivable

Spherion (BSN Medical) - Charlotte, NC 02/02 – 11/02

Accounting Staff Associate

• Processed accounts payable

• Assisted with accounts receivable, sales tax and commissions

• Organized and updated database files

Virtus Corporation - Cary, NC 11/00 – 01/02

Staff Accounting Assistant

• Processed accounts receivable and billing

• General Ledger and bank reconciliation

• Compiled and assembled reports

• Prepared presentations for quarterly financials

Cassar & Associates, Accountants - Cedar Hill, TX 11/97 – 10/00

Tax Assistant

• Assisted in preparation of quarterly and yearly corporate taxes through QuickBooks

• Performed reconciliations of corporate general ledgers

• Organization and data entry of Excel spreadsheets

• Researched the cause of variances through data analysis and identified corrective actions

Osram Sylvania - Dallas, TX 04/95 – 10/97

Sales Administrative Assistant

• Administrative support to Regional Manager and nine outside salespeople

• Prepared presentations combining PowerPoint, Word and Excel

• Data Entry of Quotes, Bids and RFP’s

• Compiled researched information from internet

• Reception, correspondence, control logs and filing

Awards

• Sotherby Homes - Employee of the Year Award - 2006

• Candera Inc. - Diamond Award for Administrative Excellence - 2005

• Osram Sylvania - Employee of the Year Award - 1997

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