Help Desk Technical Support

Qualifications Summary:

●Over ** years progressive experience in providing Help Desk/Technical Support in fast-paced, challenging environments, supporting both internal and external customers

●Administrative experience on various versions of Windows, on both server and workstation

●Experience in network environments with multiple operating systems (Windows, Netware, Linux and Mac)

●Well-developed communication and interpersonal skills

●Highly motivated and self-directed

●Able to work equally well independently or in team-oriented environments while maintaining a high level of confidentiality, integrity and diplomacy

Experience:

Sr. Help Desk Analyst / Help Desk Analyst

Support experience includes Windows problem identification, training on software, support of various websites, installation, configuration, and general setup issues. Customer base ranged from novice PC users to product engineers utilizing company-wide LAN's.

●Provided detailed technical support for both internal and external clients, supporting numerous software packages in both PC and Mac environments.

●Addressed advanced support issues and followed up to deliver specialized support.

●Developed and maintained a support Wiki infrastructure. Reviewed all submitted technical articles for accuracy and adherence to support standards, rewriting and revising articles as necessary.

●Creation and generation of statistical reports for supervisory personnel.

Forms Programmer

Obtain client forms and use Adobe Lifecycle™ to convert the forms for integration into a proprietary on-line forms system. Conversion included maintaining customer ‘look and feel’, branding, and embedding necessary client mandated calculations.

Data Analysis

Served as a Management Team member responsible for the development, testing documentation, implementation, maintenance, support, and problem resolution of the Association’s data acquisition and processing systems.

Research Analyst

Conducted research and wrote reports on technology topics, including business intelligence research. Engaged in information engineering and project management, as well as being a creative force in the development of new product lines and service enhancements. Other highlights include:

●Developed the Real Estate Industry Solutions Second Life project.

●Created the first detailed inventory of the company’s information resources.

●Assisted in the development of the interactive contract forms using LiveCycle ES.

●Researched hardware and software technology for use within the IT department.

●Developed and acted as the principal editor for the departmental quarterly newsletter.

Contract Coordinator

Initiated/created a digital contract library, including a database to manage and track contract information and a website to allow authorized personal access to contacts without having to handle the original documents. The database saves both time and money by enabling quick and efficient access to electronic copies of both current and historical contracts. Other benefits realized include:

●Accurately tracking terms of contract compliance by both company and vendors.

●Providing detailed status reports on contract compliance to accounting.

●Allowing company leadership quick access to contracts for required reviews.

●Maintaining integrity of contract files by encrypting digital copies.

Application Developer

Created an application for tracking of rental equipment and the necessary supporting programs (i.e. billing, reporting, and mapping integration). Supervised the conversion of previous software to the new application.

Employment History:

Christie Lites

6990 Lake Ellenor Dr, Orlando, FL 32809

July 2021 – February 2025

Florida Association of Realtors

7025 Augusta National Dr, Orlando, FL 32822

May 2010 – April 2021

Real Estate industry Solutions

7025 Augusta National Dr, Orlando, FL 32822

October 2007 – March 2009

Florida Association of Realtors

7025 Augusta National Dr, Orlando, FL 32822

August 2003 – October 2007

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