Help Desk/ Technical Support Resume
Help Desk / Technical Support help desk, IT support, technical support, financial industry
 

Sample provided by About Jobs

JANE HARRISON
300 West Gate Drive, San Jose, CA 98015, (555) 555-5555, janch@aol.com


SENIOR HELP DESK / TECHNICAL SUPPORT PROFESSIONAL

  • Accomplished Senior Help Desk professional with 10+ years experience in Computer Operations, Technical and Help Desk support.

  • 8 years of progressive computer/network operations experience in large global data centers with mixed computing environment including Unix, Windows NT/2000 and interconnected mainframe.

  • 7 years providing Help Desk support to thousands of users worldwide, earning a solid reputation for productivity, complex problem resolution and professionalism.

  • Excellent communication and diagnostic skills, consistently solve problems reputation for productivity, complex problem resolution and professionalism.

  • Proactive self-starter known to initiate process and system improvements to increase system stability and staff productivity.

TECHNOLOGIES

  • Windows 9x Client & Server
  • Windows NT 4.0 / 2000
  • MVS/ESA
  • UNIX / DOS
  • OS/290
  • MS Office 97/2000
  • TCP/IP
  • HP Openview
  • CISCO
  • IBM/AIX 4.1
  • TSO
  • Netview
  • VTAM
  • JES2
  • CICS
  • FTP / NDM
  • Boole & Babbage
  • DPU/MacAfee
  • SMS
  • MS Exchange
  • BMC Patrol
  • Remedy
  • Command Post
  • Netscape
  • VPN / SecurID

PROFESSIONAL EXPERIENCE

HELP DESK TECHNICIAN / ADVISOR, DEC 2000 - DEC 2002
CREDIT SUISSE FIRST BOSTON, PRINCETON, NJ, (RELOCATED)

One of the world's largest securities firms in terms of financial resources, with approximately $13.9 billion in revenues in 2001 and 10$ billion in equity and $406 billion in assets.

Provided first-level technical support for global IT infrastructure supporting 35,000+ employees throughout the U.S. and overseas. Troubleshooted hardware, software and connectivity issues for a mixed Unix, Windows NT/2000 and mainframe environment. Additionally supported Expense Processing and E-Procurement, voicemail, telephone and BPX systems. Challenged to provide timely resolutions to support mission-critical application users.

  • Achieved the highest levels of productivity, handling over 1,000 calls per week and averaging 200+ calls daily.

  • Earned solid reputation for resolving complex issues and providing exceptional customer service.

  • Promoted to assume additional responsibilities as Technical Advisor providing expert guidance to Help Desk staff.

  • Assisted users with policies and procedures for setting up conference calls, new accounts, web/network presentations and voice mail.

  • Provided special assistance to key departments including Equity, Fixed Income, Investment Banking and Executive Support. Supported remote access using Dialup/VPN SecurID.

  • Leveraged extensive experience in multiple operating environment including mainframe connectivity and security, Windows NT/2000 workstation and server and Unix.

  • Escalated issues as needed and maintained communication with customer and Technical teams. Extensively utilized Remedy to record and track issues.

  • Independently designed new staffing schedule to improve nighttime coverage and reduce cost of overtime.

  • Worked independently on Sundays providing sole support for international operations.

  • Demonstrated exceptional skills in professionalism and responsiveness across a wide variety of areas.


JANE HARRISON, PAGE 2

SEI INVESTMENT, WAYNE, PA, JUN 1997 - JUL 2000
Leading global provider of asset management and investment technology solutions processing almost $50 trillion of investment transactions annually through 21 offices in 10 countries.

SYSTEM OPERATIONS, JAN 1999 - JUL 2000

Promoted to support worldwide system and network infrastructure consisting of 20 Windows NT servers and 6 Unix servers interconnected with mainframe through Cisco routers. Investigated and resolved performance issues demonstrating strong diagnostic skills across multiple platforms.

  • Proactively identified potential areas for wide system outage and initiated analysis and resolution.

  • Monitored all master hardware and performance consoles. Resolved issues with DPU Gateway, Hubs/Routers/Circuits, AS/400 and Support Center Voice Response Unit. Maintained critical data feeds.

  • Coordinated and implemented Change Control in collaboration with technical teams.

  • Optimized systems performance and spool utilization. Responded to system hardware/software error messages, storage and hardware configuration problems.

  • Ensured that critical JES links were active and Output, NDM queues were operational.

  • Provided after hours support for Network, Help Desk and NT Client/Server environments.

SUPPORT CENTER ANALYST, JUN 1997 - JAN 1999

First point of contact for internal user community of 2,000 plus an additional 1,500 users representing 40 of the nation's leading banks.

  • Played key role in reengineering Support Center to improve responsiveness and customer satisfaction.
    Established best practices in Server and Network support and trained technical staff.

  • Authored Service Level Agreement for internal/external customers for user/security administration.

  • Initiated Shift Turnover report to continue customer communications for unresolved issues.

  • Selected to create new procedures to improve department productivity and train new team members.

  • Diagnosed and resolved hardware/software connectivity issues. Created user accounts for NT 4.0 and Winframe/Critix servers. Resolved improperly configured settings.

  • Supported clients during 24-48 hour Disaster Recovery tests assisting with migration to DR site.

DOW JONES AND COMPANY, PRINCETON, NJ, AUG 1985 - JUN 1997
Leading publisher of the world's most vital business and financial news and information.

Successive career progression through computer and network operations into Help Desk support:

  • Computer Operator, 1985 - 1988

  • Network Operations, 1988 - 1989

  • Senior Network Operator, 1989 - 1991

  • Help Desk Specialist, 1991 - 1993

LEAD HELP DESK SPECIALIST, 1993 - 1997

First level support for 40-server Unix-based system interconnected with mainframe supporting 13,000 global users.

  • Problem-solved issues with PC clients, Server hardware/software, mainframe and Dow Jones online products.

  • Provided first level administration of Unix based email systems.

  • Launched user feedback survey based on input from Help Desk Institute to gauge customer satisfaction and support Continuous Improvement.

  • Consistently recognized for Superior Performance and featured in Dow Jones newsletter.

EDUCATION & CERTIFICATIONS

Harris County Community College, Harris, NJ, Network Administration

LANOPS, Bensalem, PA, NT 4.0 Workstation and Server, Networking, 2000 COMPUTEACH, Yardley, PA, MCSA 2000 certification course, 2003, Villanova University, 1998

Intensive training in Database Fundamentals, Financial Planning, Software Engineering, Client/Server

Don Goodman, President of About Jobs (www.GotTheJob.com) is a nationally recognized Career Coach and Resume Writer. A graduate of the Wharton School of Business and Stanford University's Executive Program, Don has helped thousands of people secure their next job. Read his blog at www.GotTheJob.com/blog/ or contact him at 800-909-0109 or by e-mail at dgoodman@GotTheJob.com.

help desk / technical support resume example




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