Help Desk Analyst

ERIC WAITHE

********@*****.*** 440-***-**** Richmond Heights, Ohio 44143

PROFESSIONAL SUMMARY

Technical professional with a strong foundation in analyzing and optimizing technical systems. Proven achievements in delivering impactful solutions and driving operational efficiency. Highly collaborative team member focused on achieving results and adapting to evolving project requirements. Proficient in system troubleshooting and data analysis, with a keen eye for detail and problem-solving.

WORK EXPERIENCE

Flagstar Bank (Formerly New York Community Bank) May 2000 - Present

Senior IT Help Desk Analyst Cleveland, Ohio

• Analyzed and resolved issues related to desktops, voice and email servers, remote access products, and PC applications, escalating to the next level as needed. Reset user network passwords via Active Directory.

• Maintained logs of incoming calls and prepared comprehensive management reports to enhance decision-making.

• Utilized problem management databases and Help Desk systems to ensure efficient service delivery.

• Reinstalled applications on user desktops to maintain system functionality.

• Leveraged remote tools to assist users in troubleshooting and resolving issues effectively.

• Documented procedures for new hardware and software to streamline onboarding and training processes.

• Updated lead messages when network problems occurred, ensuring timely communication.

• Achieved 90% first-call resolution rate for 4,000 end users, driving customer satisfaction and operational efficiency.

• Assisted in training new Technical Analysts, fostering a knowledgeable and capable team.

• Spearheaded initiatives to enhance collaboration between technical analysts and other departments, promoting a culture of knowledge sharing and mutual support.

• Identified inefficiencies in technical processes and implemented improved solutions, enhancing overall operational effectiveness.

PNC Bank (Formerly National City Bank) November 1999 - May 2000

IT Help Desk Analyst Cleveland, Ohio

• Serviced customers over the phone from various departments and branches, addressing technical issues promptly and effectively.

• Responsible for resetting servers, passwords, and connecting printers for customers, ensuring seamless operations.

• Utilized Infoman and Tivoli to resolve customer problems, enhancing service efficiency.

• Maintained a 75% first-call resolution rate, contributing to overall customer satisfaction.

• Worked on network and mainframe software issues, demonstrating versatility in technical support.

• Updated customer information and initiated research requests on previous calls to maintain accurate records.

• Handled high call volumes through effective time management and efficient problem-solving.

SKILLS

• Strong analytical skills, Problem-solving aptitude, Statistical modeling techniques Analytical Skills

• IT infrastructure, Technical documentation writing, Quality assurance processes Technical Skills

• Effective communication, Self-motivated and determined, Ability to organize multiple tasks and meet deadlines, Enjoy working in a team environment Soft Skills

EDUCATION

• Information Technology Associate of Arts in Information Technology University of Phoenix, Tempe, AZ • July 2018

CERTIFICATIONS

• 2003 Cisco Certified Network Associate

• 2000 Certified Novell Administrator

• 2004 Certified Help Desk Analyst

Contact this candidate