Help Desk Analyst

VIVIAN M. JOHNSON

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

Stanley, NC 28164

336-***-**** (mobile)

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

OBJECTIVE: To obtain an advanced Help Desk position drawing upon 3+ years of technical and customer service experience.

COMPUTER EXPERTISE:

Help Desk Tools: * Track-It! 5.0 Enterprise; Help Desk (Level I/II); Symantec pcAnywhere; Proxy Master; Help desk Tools; Active Directory;

Telecom: * Avaya Site Administration 1.0;

Network & Operating Systems: * Terminal services/remote access/VPN/Citrix; LAN and WAN administration; Windows 2000; Windows XP; Windows Vista;

Antivirus: * Spybot; Windows Defender;

Back-up/Recovery: * Veritas;

Applications & Hardware: * Blackberry; RightFax; Visio; Microsoft Office Suite 2007; Microsoft Office Suite 2003; WordPerfect 8.0; Flowcharting; FrontPage; Crystal Reports 8.0; HotDocs; Paradox; Harvard Graphics; DM5, PCDocs, DocsOpen, Worldox, and iManage file maintenance systems; TimeMap; AccuRoute; eRoom; Amicus and Interaction databases; Carpe Diem, DTE, Elite, Caseload and Tabs time entry/billing systems; Groupwise and Outlook e-mail systems; Lexis-Nexis; Practice Master; LegalKey; document/imaging scanning; HP Digital Sender and Scanner.

CERTIFICATION:

A+ (to obtain Summer 2009)

2004 MOS (Microsoft Office Specialist – Word) (obtained May 19, 2004)

1995 Novell 3.12 Administration Certificate (obtained September 1, 1995)

EXPERIENCE:

Smith, Gambrell & Russell, LLP, Atlanta, Georgia 2004 - 2009

Help Desk Analyst (2006 – 2009).

• Level I/II- help desk calls (via phone, walk-up and e-mail), taking 50-70 calls, for five offices, resolution to include: application support, printer, scanner, fax machines, Blackberry, RightFax and terminal services/remote access/VPN issues, etc.;

• Document all Help desk calls in Track-It!;

• Reset passwords/accounts, rename profiles and remove/add users to domain/workgroup;

• Rebuild OST files;

• Install/uninstall software;

• Grant mailbox rights for Outlook;

• Removing viruses;

• Put together instructions/"how to" documents;

• Provide backup laptop training support to the Firm Trainer and assist with presentation of training classes;

• On-call after hours support and resolution, etc.

Document Production Center Operator (2004 – 2006).

• Level I- help desk calls resolution to include: application support, printer, scanner, remote access/Citrix, etc.;

• Entered training classes and participants into Access and generated reports to trainer, accountant and director of administration of the firm;

• Facilitated original document input (straight type); transcribed documents; revised documents; scanned/cleaned documents; second-proof documents; created documents into PDFs; manipulated PDFs; make PDFs; etc.

Katten Muchin Rosenman, LLP, Charlotte, North Carolina 2003 – 2004

Legal Secretary

• Set up tape backups;

• Set up teleconferences;

• Training new employees

Robinson & Lawing, L.L.P., Winston-Salem, North Carolina 2001 – 2002

Legal Secretary

• Legal/administrative responsibilities

Womble Carlyle Sandridge & Rice, PLLC 1996 – 2001

Word Processor/Receptionist

• Facilitated teleconferences;

• Systemized inventory of equipment and software;

• Answered help desk calls;

• Entered information into a database

Wachovia Corporation, Winston-Salem, North Carolina 1995 – 1996

Senior Word Processing Application Specialist

• LAN administration / maintained network system and server;

• Installed and upgraded workstations and Server;

• Desktop support to include moved and set up computers, created new users, troubleshooting, fixed computer problems;

• Ran tape backups;

• Desktop published newsletters on a Macintosh computer

EDUCATION:

2002 A.A.S., Computer Programming, GPA: 3.5, Deans List (several semesters) -

Forsyth Technical Community College, Winston Salem, North Carolina.

1987 A.A.S., Executive Secretarial Science -

Forsyth Technical Community College, Winston Salem, North Carolina.

COURSES:

Course studies: Visual Basic 6.0, JAVA, COBOL, UNIX, SQL Queries on AS/400, C++, RPG Programming.

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