Manager Help Desk
Resume:
Fair View Diego Martin
*************@*****.***
DIANNE ANN MARIE ST LOUIS
Objective
Seeking a challenging position in which I can use my IT and Communications skills to assist in company growth. Ensuring the integrity of computerized systems and in carrying out research and analysis on projects, statistical data evaluation, operating systems and related activities in the company.
Employment History
Caribbean Airlines Limited (August 2008 to November 2018)
Position: IT Help Desk Administrator
Duties: Prepares weekly status reports on help desk activities.
Monitors and reports support costs for IS and business management.
Assists with the monitoring of Service Level Agreements (SLAs)
Liaises with users and where necessary recommend cost effective solutions.
Handles first level calls from users and assists in problem resolution
Maintains contact with users on operational and system problems, ensuring speedy
resolution and closure.
Coordinates with Technical Support Engineers to ensure minimum down-time and
speedy recovery.
Liaises with Vendors for acquisition of parts and equipment
Updates and maintains support databases (eg SysAid).
Identifies potential areas where existing policies and procedures require change, or
where new policies and procedures need to be developed.
Prepares purchase requisitions for the department
Assists in administrative function of the department as required e.g. following up on
payment of invoices; filing; handling routine correspondence and logging same
Performs such other duties outside the normal scope of responsibilities that may be
required to maximize the efficiency, productivity, teamwork, customer relations and
enhance the entire operations of the company.
AEROPOSTAL Alas de Venezuela (January 2008 to June 2008)
Position: Reservation Supervisor
Duties: Receives complaints from clients and when necessary, makes decisions to
solve the situations or sends written statements to Caracas for remedy.
Continuously checks the BSP System for VMPD’s and maintain
contact with all foreign agencies and provides special services.
Translates all necessary documents: Spanish<English>Spanish and serves as a
translator to clients. Serves as support to the Manager and manage
when necessary. Investigates situations to solve them on a day to day basis.
Responsible for all Groups booking requested from Travel Agencies. Answer and
received all incoming e-mails messages. Supervises Reservation Agents.
Action request for refund for both Tickets and VMPD’s
Caribbean Airlines Limited (January 2007 to June 2007)
Position: Assistant Project Officer/IT Help Desk Administrator
Duties: Implement SysAid. Help Desk Data base, Asset Management which
logs and track all incoming telephone, voice mail, e-mail, SAP R/3, Sabre
reports requesting assistance from the Help Desk.
Request quotation from vendors for telephones, printers, and computers
. Ensuring proper functioning of automated real time/on-line
Computerized systems and conducting training courses for
System users. Perform quality control checks on the integrity of
Automated systems, report on and correct problems discovered and,
when necessary, make recommendations for remedial action.
Supervise Helpdesk Operators.
BWIA West Indies Airways Limited (June 2006 to December 2006)
Position: IT Help Desk Administrator/Assistant Project Officer
Duties: Provide Helpdesk user support for the SAP R/3 application in
Areas of Human Resources and Payroll, Material Management,
Finance, Service Entry release with Purchase Order,
and Controlling. Support also internal and external customers.
Worked on project of discontinuation of circuits and Equipments
of Line Stations and relocation of Brooklyn, Manhattan and Queens
Offices to JFK. Relocation of telephone numbers by contacting Verizon.
Handles all administration functions relating to voice and data.
BWIA West Indies Airways Limited (Jul 2000 to June 2006)
Position: IT Help Desk Administrator
Duties: Help Desk Administrator that performs as control and access point to the IT department. Answers, evaluates, and prioritizes incoming telephone, Sap R/3, voice mail, Sabre, e-mail and in-person requests for assistance
when users experience problems with hardware, software, Networking, and
other communications related technologies. Logs and track calls using problem
Clientele Data base. Action Message switching queues in Sabre, teletype rejected messages.
BWIA West Indies Airways limited (JAN 2000 to Jul 2000)
Position: Project Coordinator
Duties: Assist in the rollout of BWIA Website on stream.
Training user to use Booking Engine in making Internet booking on the Website.
Prepare statistical report of e- tickets purchase daily on the website from Sabre.
BWIA International Airways Limited (May 1993 to Dec 1999)
Position: Systems operator
Duties: To operate the Computer Systems and Communication Network, SAP R/3,
Payroll, Bemis, AS400 Revenue accounting system, Old Age Pension cheque
and all other batch jobs.
BWIA International Airways Limited (Aug 1985 to Apr 1993)
Position: Communications Operator
Duties: To monitor the Communications Network for all line stations within
BWIA Network. Trouble shooting with users re printers, Sabre, circuits problems
pertaining to voice and data.
Mc Enearney Business Machines Limited (July 1983 to July1985)
Position: Computer Operator
Duties: Accounting functions of posting all Debits and Credits.
American Embassy (Jun 1977 to Aug 1980)
Position: Visa Clerk/Teletype Operator
Duties: Preparation of Non Immigrant and Immigrant Visa, correspondence and reports.
Sending and receiving of teletype messages of rejected signals to the Departments.
Golden Thistle Hotel (Apr 1976 to Jul 2006)
Position: Assistant Manager (Acting)
Duties: Managerial duties as related to the Hotel Industries. Reporting stocks directly to
General Manager. Trained and supervised, the girls for the rooms in making up
beds and cleaning. Worked at the front Office taking reservations and groups booking.
Handled all repairs and services. Purchasing of all linens and all other utilities.
Good knowledge of the daily run of the Hotel Industries/Tourism. Attended Hotel
Conferences.
Education
International Institute for Learning, Inc
Certificate in Achieving Project Management Excellence Using Best Practices, 2006
Bordercom
Certificate in Business Professional-Project Management, 2006
Certificate in A+ Plus, 2005
Deltasoft Computer Training & Services
Certificate in Microsoft Word/Excel ’97, 2000
Los Angeles Trade-Technical School
Associate in Arts, Business Data Processing, 1983
St Martin Girls’ High School
General Education Certificate, 1976
Federal Secretarial College
Diploma, Secretarial Course, 1977
References:
Prya Maharaj Ricky Singh
789-9362 684-5084
Contact this candidate