Help Desk Analyst

Margaret Ella Walker --- Masters in Information System 806 Oak Drive Mesquite, Texas 702- 427-6288 ***********@*****.***

OBJECTIVE

Seeking a challenging and rewarding position with a progressive and growing company that offers an opportunity for advancement.

EMPLOYMENT

MGM Resorts International 09/05- 06/2011

Hotel Room Reservations Sales Agent Las Vegas, Nevada

Booked and confirmed hotel room reservations, verified credit card transactions and credit card authorizations

forms. Update, cancel and modify existing reservations. Assist in all aspects of hotel room reservations on a

reservation computer system.

Kelly Services 02/05 – 04/05

(Temp) Hotline Analyst Troy, Michigan

Provided first level support to Kelly Services throughout the United States via telephone, email and e-commerce

methods. Supported Kelly field branch offices and Kelly Temporary employees. Maintained and updated

documentation in call tracking database and knowledge database. Communicated call resolutions and other support

concerns.

ST. John Health System Macomb Hospital 07/03 –11/03

Volunteer - Database Administrator Warren, Michigan

Assisted V.P. of Finance. Entered and manipulated data forms and tables; sorted and filter records. Created new tables; relate tables and database; work with external data. Design queries and analyze data; merge data from tables into forms Develop IT processes using Microsoft applications to provide management information and decision support data to perform product line and detail reporting capability using Access and Excel software. Extracted source information from current IT applications and related processes to import data into customized applications generating paper and electronic reporting. Created documentation to facilitate ongoing maintenance and updating of applications for future development.

ST. John Health System Information Technology Services 11/03 – 6/04

Help Desk Analyst Warren, Michigan

Assisted customers in person and over the phone, with MS Word and Excel functionality questions and problems concerning toolbars: options, formatting and sending as email attachments. Routed and assisted Level II support with multiple network sign-in problems, PC or Telecom moves, new User ID, application requests, and IP addresses. Resolved common Outlook and printer problems. Used help desk tools such as Console to resolve standard desktop problems. Problems resolution: Ability to verify, refresh, and re-deploy NALs(Applications) and assisted with password resets and synchronization

EDS

Help Desk Coordinator 06/98 – 02/03

Customer Assistance Center Agent 08/97 – 06/98

Troy, Michigan

Accepted inbound telephone calls for system users. Provided system support to troubleshoot mainframe problems. Assisted Level II support and General Motors’ clients. Utilized call tracking database for entering data received from customers, while maintaining and monitoring call log tracking forms. Examined daily and weekly mainframe batch job cycles for GM Assembly and Component plants. Dispatched urgent written and oral communication of inbound and outbound advance shipment notices.

Rapp Collins Worldwide 04/96 – 07/97

Computer Operator II Irving, Texas

Monitored and updated daily and weekly batch forms. Responded, recorded, and resolved client’s mainframe problems. Reset terminals, data lines, modems, and controllers. Edited trouble tickets. Maintained client incident log. Performed daily and weekly system back up. Changed Job Control Language (JCL) to batch jobs. Tested and cataloged magnetic tapes. Administered daily procedure manuals and daily operation logs.

University of Texas Southwestern Medical Center 09/87 – 04/96

Computer Operator III Dallas, Texas

Provided network and online support to over 250 users. Performed and updated daily and weekly batch job cycles.

Served as support to troubleshoot all subsystems on IBM, VAX, CERNER, and SUN workstations. Reset terminals, printers, data lines, modems, and controllers. Edited trouble tickets and maintained client incident log. Changed JCL to batch jobs. Tested and cataloged magnetic tapes. Trained new computer operators. Scheduled cycle and data processing.

EDUCATION

University of Phoenix, Master in Information Systems, Las Vegas, Nevada 2007 - 2009

Global Information Technology, Certificate: A+ and MCSE , Southfield, Michigan, 2003 - 2004

ATI Training Center, Diploma in Electronic Technology Dallas, Texas 1994 - 1996

Wiley College, Bachelor of Science in Computer Science Marshall, Texas 1984 - 1987

CERTIFICATIONS

Microsoft Certified Professional MCP ID # 3281297 MCP 2004

References Available Upon Request

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