help desk analyst

Uwa Eribo

***** ********* ****** # ***

Houston, Texas 77099

Tel: 419-***-****

Email: ********@*******.***

PROFILE

• A flexible and resourceful team player with excellent communication and interpersonal skills.

• Self motivated with an outgoing personality and the determination to succeed.

• Good technical skills in the IT environment and clear verbal communication skills.

• Posses’ management and resolution skills to manage multiple tasks.

• Seven years experience in various fields in IT.

WORK EXPERIENCE

Logikworx, California USA September2008-May2009

Support Analyst

• Detailed documentation of changes to assist help desk and IT training to support the software applications.

• Provision of second line support for the numerous environments: Macintosh, Software packages and Email support and Microsoft Exchange (Outlook).

• Ensure resolution of all calls and queries and where necessary escalate issues in accordance with defined escalation procedures.

• Monitor outstanding issues on the problem management database, progress chasing where necessary to maximize the number complete within scheduled fix times.

• Antivirus Deployment eg McAfee and update.

• System and data recovery (Using getdataback software)

• Internet connectivity and operations, also configuration of new systems, installation of operating system(windows xp, vista),assigning new users desktops and laptops where necessary making sure their connectivity is good,

• Installation of printers and meeting up to various customers requirements.

• solved various systems issues regarding desktop to laptops and various connectivity issues due to the network.

• TCP/IP, Mapping, Networking, Installation of Servers, Creating and deleting user on Active Directory.

• Managed requirements throughout the application life cycle

• Prioritized testing priorities based on business risk

• Access testing assets anytime, anywhere via a browser interface

• Create an end-to-end quality management infrastructure

• Manage manual and automated tests

• Accelerate testing cycles by scheduling and running tests automatically, unattended, 24x7

• Manage multiple versions of requirements, tests, test scripts and business components

• Enforce standardized processes and best practices

• Analyze application readiness at any point in the testing process with integrated graphs and reports.

INDUSTRIAL GENERAL INSURANCE, LAGOS NIGERIA.

Help Desk/Network Administrator January2005-June 2007

• Installation, Configuration and maintenance of secured routed LANs using Network devices (Routes, Switches and Hubs), Hardware and Networking Design and Implementation.(TCP/IP)

• Help Desk Service; System troubleshooting and internet troubleshooting and application software troubleshooting (Includes MS Office, Insurance Packages etc)

• Solving network problems relating to LAN, Maintenance and Repairs of Computers

• Assembly and Installation of Computer Systems

Perot Systems Ltd, London United Kingdom

Support Analyst November 2000- 2005

• Monitor outstanding issues on the problem management database, progress chasing where necessary to maximize the number completed within scheduled fix times.

• Ensure the resolution of all calls and queries and where necessary escalate issues in accordance with defined escalation procedures.

• Produce a collate service level reports as requested by management.

• Identified the needs of stakeholders and the impact on the company

• Analyzed user requirements

• Identified and translated business constraints, in collaboration with the technical team

QDOS Limited, London United Kingdom. September 1998 - January 2000

IT Support.

• Reporting status of tasks and escalate issues to the managers.

• Liaising with business managers to analyze and determine system reports.

• Creating statistical reports in response to requests from the business using Access, SPSS packages, SQL and Excel.

• Detailed documentation of changes to assist help desk and IT training to support the software applications.

• Provision of second line support for the numerous environments: Macintosh, Software packages and Email support.

• Ensure resolution of all calls and queries and where necessary escalate issues in accordance with defined escalation procedures.

SOFTWARE SKILLS

• All Microsoft Client operating systems ( Windows 98, 2000, XP, Windows Vista), Novell Netware 3.12; Lotus Notes; the Microsoft Office suites (Excel, Word, Access, Power point, Outlook, Publisher),HTML, JavaScript, Visual Basic, Java, C++, Dreamweaver, Quality Center Software, Full life cycle implementations of SAP ECC 6.0.

EDUCATION

Bachelors Degree in Business Management & Information Technology from University of Hull,United Kingdom. Bsc

This Degree programme covered courses in Marketing, system analysis and design, Project Management, Business Management, Statistics, Database, Business Economics, Programming, Negotiation. Etc

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