Help Desk Customer Service

Terri O'Neill

**** ****** **** ***** *** *** Raleigh, NC 27614

Phone: 314-***-****

E-mail: *******@***.***

Education

High School Degree (1977)

Business

Experience

Service Desk Specialist (November 2016 - February 2017)

Duke Clinical Research Institute

Durham, NC

Provided comprehensive phone support for the efficient resolution of technology incidents and requests

Provided timely feedback to external and internal customers via phone, e-mail, or other form of communication.

Worked independently on complex tasks with some technical and management guidance.

Spoke with users at the campus on Morgan Street and Pratt Streets.

HIPPA Certified.

Worked on Footprints & Service Now ticketing systems

Help Desk Specialist (April 2016 –September 2016)

1800PackRat (Wake Forest, NC)

Imaging & Deploying PC’s, Laptops and Thin Clients

Answering questions on pc’s and applications for users at over 75 facilities throughout the United States,

Resetting Network Passwords

Worked on JIRA Ticketing System

Help Desk Specialist (November 2015 – April 2016)

City of Durham (Durham, NC)

Answering questions on applications for users all over the city of Durham.

Setting up Enterprise/Network Email accounts AD

Resetting Network Passwords

Resetting Voice Mail Passwords in Cisco IP Phone System

Worked in Boss Ticketing System

Help Desk Specialist (February 2012 – August 2015)

REJIS Commission/Bi-State Development (St. Louis, MO)

Provided front line support for several thousand users internal, St. Louis County, St. Louis City,

Kansas City, MO Kansas City, KS for hardware, software and connectivity issues.

Top Secret Security Clearance

Worked in Lotus Notes

Solar Winds, Kronos

Asset Management

Dell Certified

Used ITSM & Footprints Ticketing Systems

Help Desk Specialist (October 2011 – February 2012)

Monsanto (Creve Coeur, MO)

Front line contact for over 14,000 users internal and external throughout the US.

Updated drivers, updated software and pc’s

Worked with sales on their home offices and connectivity

Department boasted a less than 3% abandon rate.

Help Desk Specialist (June 2009 – October 2011)

Washington University School of Medicine (St. Louis, MO)

Supported approximately 500 faculty members and students answering general and complex questions on software and clinical applications.

Installed software, worked with Citrix, VPN, Lotus Notes, Symantec, Set Up Cell Phone on Outlook Mail

Worked on Applix Ticket System

Help Desk Analyst (April 2000 – April 2009)

Huttig Building Products (St. Louis, MO

Supported 2400 employees throughout the US via phone resolving questions on pc and software issues.

Achieved a 75% and above closure rate on first contact of calls.

Supported users on corporate ERP System Trend(Infor’s SX,e) added and deleted users on the Unix and ERP level and set security

Supported Windows, Solar winds, copiers, and various other company based programs

Worked on Magic (BMC) ticketing system

Skills

Windows, UNIX, and Lotus Notes operating systems

Windows 10, 7,2000/XP, Office 2003/ 2007, 2010, 2013 applications including Word, Excel, PowerPoint, and Outlook, remote administration tools, VPN, Citrix and software firewall applications.

Solid leadership and management skills developed and honed by leading customer service teams in multiple environments.

Active Directory Permissions & Set Up Enterprise Mail Boxes

BMC Remedy / Magic, JIRA, APPLIX, ITSM, Infor SX.e ERP System, UNIX print servers, VPN- VNC, RDP, Several Remote Tools, PC’s and Laptops including HP 5000, IBM laptop R series, Dell laptops and Desktops, Tape Backups, Printer Setup, Driver, Software Installation, and documentation. Dell Certified

Asset Tagging & Disposal of Equipment – Top Secret Clearance

References available on request

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