Desk Technician Helpdesk

DONNA CRAWFORD

Plainville, MA ***** 774-***-**** *********@*******.***

SUMMARY

IT Help Desk Specialist with 10+ years of hands-on experience delivering technical support, managing IT operations, and supporting users with a variety of technical issues. Skilled in aligning end-user needs with long-term resolutions to complex IT challengers.

SKILLS

Proficiency with Microsoft Office (Word, Outlook, Excel, Teams)

ServiceNow & ITSM ticketing systems

iSeries (AS/400) & Mainframe operational and support skills

Expert in HelpSystems/FORTRA scheduling tools Robot/Automate

Widows/Linux Servers support services

Remote access software

Complaint and problem resolution

Provide timely and accurate administrative support

Organizing and maintaining records, files, and databases

EXPERIENCE

11/2012 to 11/2022

IT Operations Services

Covidien/Medtronic

Conduct troubleshooting to resolve IT related and application issues for 10,000+ users

Research recurring problems & implement solutions

Facilitated Daily Operations meeting to discuss open tickets & issues

Created & maintained filters and reports on ticketing system

On call off hour support for critical issues

Worked with outside vendors on software issues

Represented my team on Major IT projects

Created & updated critical documentation for Data Center Staff

Intermediary between business application teams and data center operators

Assisted application users with production job turnovers

Promoted application code from development to production

Supported application teams with complicated computer job scheduling

03/2011 to 11/2012

Help Desk Support Technician /Corporate IS Service Desk

Kelley IT Services, Covidien Mansfield, MA

Provided daily phone support

Diagnosed and resolved a range of software, hardware and connectivity issues

Identified, documented & escalated critical issues

Supported Blackberry, iPhone, and iPad devices

Resolved technical problems and answered queries by phone

Created/Maintained procedural and technical documentation

02/2008 to 07/2010

System Applications & Integration Specialist/Helpdesk Technician

Renaissance Alliance Insurance Group Wellesley, MA

Received and processed incoming calls for hardware and software support

Resolved system, network, application, and internet issues

Utilized remote access software to connect to end user machines to troubleshoot issues

Created/Maintained technical and procedural documentation

02/2000 to 12/2007

Senior Programmer Analyst

OneBeacon Insurance Canton, MA

Primary Helpdesk support for Application Group

Helped agents with difficult download issues by searching the help desk database to see if the issue had previously been reported and the problem resolution documented

Resolved 95% of support tickets in less than 1 day

Additional Experience

Senior Programmer Analyst the TJX Companies, Inc

Staff Senior Programmer Analyst Consultant State of Rhode Island

Programmer Analyst II Allied Signal

EDUCATION AND TRAINING

Associate of Science Degree: Computer Science

Community College of Rhode Island Warwick, RI

Contact this candidate