Help Desk Support

Denise Blue

**************@*******.*** 720-***-****

Summary

Experienced Help Desk Support and Administrative professional returning to the workforce after a two-year retirement break. Eager to apply my extensive technical expertise, customer support skills, and administrative experience to help organizations streamline operations and deliver exceptional service.

SKILLS

Active Directory

Remote Technical Support

SharePoint

User Acceptant Testing

Service Ticket Tracking

Customer Serivce

EXPERIENCE

Career Break

Retirement 04/2023 – 01/2025

Took a planned break to focus on personal priorities.

During this period, I reassessed my career goals and am now eager to return to the workforce, bringing renewed energy and enthusiasm to contribute to a team.

Decision Point Corporation – Lakewood, CO

Help Desk Support Specialist 8/2022 - 03/2023

Provide knowledgeable support for Federal Government sector, IT incidents by utilizing the Tier 1 Knowledge Base

Owning, tracking and resolving Information Technology (IT) incidents and requests

Document details of all customer interactions in a case management/ ticketing system

Authenticate customer’s credentials

Reset user passwords via Active Directory

Reset desk phones password via Quium

Reset QuickTime password (payroll)

Reset iPad, iPhone and Androids passcodes when needed via MAAS360 security application

Assist with the BitLocker recovery screen

Apply computer waivers to customer’s account via Active Directory

Applied approved software license on users account via Active Directory

Troubleshoot VPN connections, internet certificates, desktop icons

Remote desktop when needed

Assist customers with “Self Service” application

Respond to all assigned calls and messages in order of urgency

Provide after hour support

Arrow Electronics Corporation – Centennial, CO

Business Operations Analyst 5/2016 -12/2021

•Provided support to the sales team delivering current territory sales data and costing information.

•Process quotes/sale order requests using Sales Force.

•Create cost trigger modifiers using Excel spreadsheet.

•Apply purchasing authorization to customer’s accounts.

•Troubleshoot quotes/purchase orders to ensure accuracy.

MedAssets Inc - Centennial, CO

Business Analyst 4/2011-10/2014

•Identify performance and improvement for hospitals and non-acute healthcare providers

•Perform analysis on product and services on hospital data.

•Research vendor’s web site for medical products, that is cost sufficient and has the same performance.

•Maintain and update SharePoint site with training material.

•Participate in User Acceptant Testing (UAT)

EDUCATION

Diploma, HDI Support Center Analyst– Certificate

COMPUTER SKILLS

Microsoft Office applications 365, Oracle, SharePoint, Enterprise Computing Solutions, Active Directory, Cisco Finesse, Jabber, Pulse Secure VPN, Remote Desktop Protocol, Bison Connect, Remedy (Ticket system)

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