Help Desk Support

JoAnn Waldron

*** ****** ***

Horsham, PA *****

Phone: 215-***-****

***********@*****.***

Objective:

A position in application or help desk department with a focus on usability in the Help Desk Lead area. Utilizing my years of experience in a Help desk support position

Merrill Lynch, NJ

Help Desk Support Specialist, 11/2005– May 2009

Configured and implemented Verizon Blackberries

Helped with end users issues password lockout, change passwords, and help with general blackberry questions

Strong customer relations background

Experience with Windows 2000/XP Professional

Strong experience with Exchange 2003

Experience with a ticketing tool such as Track-It, Remedy, Service Center, Help Star, and Magic

Strong understanding of technical support processes and troubleshooting.

Familiar with TCP/IP, LAN, and WAN configurations.

Experience resolving issues remotely using software such as Altiris, VNC, or PC-Anywhere

Strong analytical and technical skills

Experience with password resets, lockouts and login issues

Reliable work ethics and verifiable work history.

Implemented new software and upgraded existing software on Windows2003 servers and on individual workstations

Provided second level support to internal Help Desk to resolve user concerns with specific applications, including Windows 95, Microsoft Office, XP and Office 2003, and numerous industry specific applications

Identified and implemented technologies and methods of using existing technology to help users work more efficiently, including:

Creating/revising macros and spreadsheets in VBA programming Developing procedures and training users in electronic data transfer between applications

Prepared documentation and training materials, coordinated technology related training

Participated in conversion of 1200 PCs Windows 2000 to XP and Office 97 to Office 2003

Assisted in deploying Help Desk, including software selection and development of procedures, printing, and network access issues

Eastern National Fort Washington, PA.

Help Desk Support Specialist 6/1993 - 11/2005

Provided PC and software support via phone and remote diagnostics to in-house employees.

Able to work closely with development to troubleshoot software and database issues.

Responsibilities include first level support to all employee levels.

Maintain a professional level of quality assurance.

Support software and hardware problems for end users local and remote.

Possessing strong troubleshooting skills for phone support using remote assistance tools.

Supporting multiple operating systems including Windows 2000 and Windows XP.

Proven skills with Windows XP, LAN, Hardware Imaging (Ghost).

Excellent communication skills and a team player.

Training and help desk for over 500 people.

Helped establish an inventory database to track computer equipment

Skills:

Computer Skills:

MCSE Certified

SAP Certified

A+ Certified

Windows XP, 2000, 98, 95, NT

Microsoft Office 2003

Avaya experience

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