TECHNICAL HELPDESK ANALYST

Overview

Looking for full-time work (8 hours/day)

at $454,550.57/hour ($80,000,900.00/month)

Bachelors degree

Last Active

April 25th, 2017 (2788 days ago)

Member Since

October 10th, 2013

Profile Description

Proven experience in managing inquiries from internal and external clients which provide 1st and 2nd level business / technical / global support and services / IT service desk environment.
With knowledge in computer hardware, software installation, printing and scanning configuration, and troubleshooting.
With knowledge on software manual and business correspondence writing.
Assist in ICT projects, updating knowledge based articles and other administrative tasks
Fix various IT issues such as User’s account login and activation, Standard software applications, Hardware (laptops/desktops), Softphone / IPT Telephony/ Voicemails, Xerox Business applications, Mainframe accounts/access, Printer Mapping, Email – MS Outlook, Instant Messaging, VPN client and connectivity, Blackberry account activation, WebEX, minimal Sharepoint and Citrix incidents.
Process various IT Service / IMAC request such as: PC Acquisition and Replacement Workstations, Move User/Return PC to Warehouse, New/Delete account, Shared Workgroup/ Distribution List / Shared or Generic Mailbox access, Non-Expiring Password, GAL/AD updates, creating Blackberry accounts in Blackberry Enterprise Server, Software Asset Management, Network Port Activations.
Create Work Order on the following: DNS Request System, DHCP Reservation System, Scan-to-Email, MFP / Mobile Printing, Telecom Account Request, and other Ad hoc request.
Prepare reports such as: Aging and Resolved Incidents, IMAC requests; and ensure that follow up has been made to users and respective team / assignee until closure.
Preparing slides/portal presentation, user and agent guide, support structure escalation matrix, and process documentations.
Creating internal / public knowledge based solutions that will benefit both users and agents.
Educate consumer / corporate users on installation set up, software usage and functionality.
Contributing corporate knowledge by: Helping to capture best practices, either in Technical Support, Document Technical Support, Technical Support knowledge based items or shared documents, Helping to develop best practices and documentation, whether procedural or technical, and providing content to the Documentation team
Follow up and monitor incident and service request with resolver and incident team, outside/ third party vendors by sending trigger notification email and daily pending reports, accomplishments and case analysis.
Prepare software manual and other documents needed by customers via email to help resolve their issues and technical training modules for internal purpose.
Ability to handle multiple responsibilities and remain productive within time-sensitive and fast-paced environments.
Computer literate and proficient in keyboarding
Personable, communicative, meticulous and has keen eye on details.