Help Desk Analyst, Human Resources

Stanley Hayes

*** ********* **** *****: 770-***-****

Stone Mountain, GA 30087 Email: **********@*****.***

Human Resources Generalist

Human resources professional with 4 years of experience managing HR needs in an international setting, supporting the needs of 2000 employees. Background includes employee interviews, workplace issues management, performance management, training, grievances, and mediation. Skilled in coaching managers and supervisors on the effective use of progressive discipline, goal development, and conflict resolution. Member of the Society for Human Resource Management and the Human Resources Certification Institute.

Areas Of Expertise

Recruiting & Hiring

Workplace Issues

Conflict Resolution/Mediation

Strategy Implementation

Team Training & Development

Human Resources Reporting

Customer Service

Collaborative Teamwork

Process Improvement

Documentation Practices

SAP Utilization

Communication Skills

Professional Experience

STRATIX, Norcross, GA July 2014 – June 2015

Help desk analysis

Provide diagnostics and guidance in determining issues and solutions for hardware, operating systems, and custom-designed applications.

Advise domestic and international clients on support, training, and technical resolution via phone, email, and remote sessions using multiple platforms.

Deploy software upgrades using a mobile device management system via Citrix portal and web-based cloud environments.

Utilize programs such as Oracle E-Business Suite to track and move inventory, an in-house ticketing system to accurately track details of each call, and company developed software to enter service requests for a multitude of clients.

Provide assistance utilizing Airwatch and SOTI agent.

Apple, Atlanta, GA June 2012 – July 2014

Technical Support Advisor

Works with customers to troubleshoot Apple products; repairs hardware and software issues.

Assesses client issues, develops a strategic plan for resolution, and follows through with problem solving techniques.

Escalates complicated problems to higher levels of technical support.

Answers technical questions from customers when they visit the Apple store.

Provides a positive customer service experience and encourages return visits.

Increases sales by offering product knowledge and providing solutions based on customer needs.

KBR, Inc., Baghdad, Iraq June 2010 – Jan -2012

Global Human Resources Generalist

Provided Human Resources support to 2000+ employees assigned to remote locations.

Directed employee recruitment activities by advertising positions, scheduling and conducting interviews, processing applications, and selecting and hiring candidates.

Investigated, corrected, and documented workplace issues, including harassment.

Processed documentation for employee leave requests, including R&R, emergency, business, and medical leave travelers.

Functioned as the company Liaison to coordinate employee’s travel with military officials.

Assisted personnel with USF-I badge application process, U.S. passport renewals/additional visa pages request, letters of authorization, and benefit inquiries.

Global Human Resources Associate June 2008 – June 2010

Processed documentation for employee pay entitlements, including promotion, demotions, and bonuses placed into the HR database and SAP in a timely manner.

Established filling systems; ensured files and records were organized, current, and stored properly.

Confirmed proper documentation was processed for employees on medical leaves of absence.

Provided employees with benefits documentation, upon request.

Quality Assurance March 2008 –June 2008

Supported employees that utilized tools to complete military tasks, ensuring compliance with SOPs.

Maintained documents for completion of quarterly audits with the Defense Contract Audit Agency.

Identified and recouped missing assets that were considered government property.

Stanley Hayes

211 Beechwood Lane Phone: 770-***-****

Stone Mountain, GA 30087 Email: **********@*****.***

Delta Airlines, Atlanta, GA Nov 2004 - March 2008

Customer Service Agent

Tracked customer’s airfreight to guarantee delivery to correct destination.

Assisted with new hire learn training policies, rules, and regulations.

Ensure inbound and outbound of baggage was transported in a timely manner.

Education

Associate’s Degree, Business Management Administration, Georgia Perimeter College

Contact this candidate