Objective



I am seeking a position where I can expand and improve my skills in the Help Desk field.


Employment

2003 -  2008

2008 -  2009

Help Desk Coordinator

Provide 100% phone and E-mail support in a team-oriented, call center atmosphere. Troubleshooting, resolving or dispatching end user IT or Telecommunication issues as needed. Strong experience and understanding of Dominion s many software applications, systems and infrastructure. As a senior member of the Helpline team, called upon to assist other Helpline Coordinators with work load and more complicated troubleshooting. Also possesses vast experience in QA testing and training of new-hires.

2000 -  2003

Help Desk Coordinator

Provide end user support for major corporate law firm who may be experiencing problems with hardware, software, networking or communications. Also responsible for software installations and operating system upgrades via Ghost Software. Platforms include Windows 95, 98, NT, 2000 and XP, Active Directory, MS Exchange, VPN technology and Citrix. Extensive experience in software like Office, PC Docs, SMS, McAfee Virus Protection and Magic Call Tracking.

1999 -  2000

Help Desk Specialist
First point of contact for end user system support. Hardware and software analysis and installation. Server and PC support. Escalation to second level support staff when appropriate. Platforms include Windows NT, Oracle based applications, MS DOS.

1991 -  1999

June, 1999 -  June, 1999
Senior Help Desk Analyst

First point of contact in the event of global outages or problems. Monitor a variety of platforms and notify the appropriate second level groups should problems occur. Direct other Help Desk analysts to appropriate referrals. Coordinate adequate phone coverage during lunches, breaks, and meetings. Monitor problem tickets open 14 days or longer or transferred back from second level support groups. Perform same duties as Senior and first level Help Desk Analyst.

March, 1998 -  March, 1999
Senior Help Desk Analyst

Assist first level Help Desk Analyst with more complicated problems. Analyze growing trends, develop work arounds and add to diagnostic database. Provide MIS management and personnel end of day statistics and shift turnover statues. Perform same duties as first level Help
Desk Analyst.

March, 1995 -  March, 1998
Help Desk Analyst

Provide user support for Circuit City associates who are experiencing problems with software applications or hardware peripherals. Platforms include AS400 DPS, UNIX and HP. Hardware peripherals include printers, monitors, scanners, main frame components and VSAT telecommunications. Extensive experience in all versions of Windows, Banyan and NT LAN systems, Lotus Notes and ICQ networking.

October, 1991 -  October, 1995
Inventory Control Clerk

Maintain the integrity of the inventory in a 30 thousand foot warehouse via computerized inventory control system. Assist in the shipping and receiving of Circuit City advertising products to Circuit City stores through out the country.

Education

Miscellaneous

References furnished upon request