Help Desk Analyst Resume Creator in Word Format Free Download -->

Help Desk Analyst Resume Creator in Word Format Free Download

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Sample Template Example of Beautiful Excellent Professional Curriculum Vitae / Resume / CV Format with Career Objective, Job Profile & Work Experience for Freshers & Experienced in Word / Doc / Pdf Free Download
Ruby  Brice
309 Rosedale Rd
Cleveland Hts. Oh 44001
rubybrice@hotmail.com
216-225-9876


Objective
To obtain an IT analyst directed position in computer information systems utilizing my programming and systems analysis background.

Education
Bachelors of Business Administration, Major: Information Systems.
Cleveland State University Grad. Date 12/2006

Software Applications  BMC Remedy User 5.5 and  7.6, Microsoft Office 2003 -2010, Lotus Notes, Cisco VPN, Avaya Site Admin, Operating Systems – Windows XP, Vista and Windows 7

Work Experience

Mercer Outsourcing, Brecksville OH                                                                Sept. 2011- Oct. 2011
Helpdesk Analyst
  • Provided on-call and in-house application  support for sole proprietor software applications.
  • Created tracking reports for Production, QA, and Development test issues for engineers, and third party vendors.
  • Created and verified multiple test issues utilizing HP Quality Center, and sole proprietor software applications.

Progressive Insurance, Mayfield Hts. OH                                                       Sept.  2001-Sept. 2011
Unified Night-time Operations – Incident Management Team                  July 2010 – Sept. 2011
  • Facilitates critical, and high level incidents thru sending communications, pages, and creating timelines to various IT groups and application SME’s. to resolve these incidents within our ITIL Disaster Recovery Process.
  • Assisted multiple Application support groups with identifying incidents and verifying what other Applications and processes that would be affected.
  • Provided 1,2, and,3  level customer support for multiple applications and hardware for Agent. Claims, and ETS (internal) skill levels..
  • Completed over 200+ off-phone requests including Nice id creation,, Nice Call retrieval, MBI , and desktop Software requests.
  • Provided training for New hires thru Float opportunities, unofficial Mentorships, and also thru training as a secondary SME for Progressive Commercial Auto applications .
  • Created, updated, and published knowledge base documentation via Remedy Console to be viewed and utilized by Level 1-3 level technicians.

Quality Assurance Analyst Loan Out                                                              September 2008 – July 2009
  • Developed multiple test plans and initiated testing for Pre Staging and Post implementation web-site testing leading to the issuing 600+ test issues.
  • Trained Web developers to transition to a Quality Assurance Analyst role to assist in the testing of the “Vendor Switch from InfoLab to Epsilon project.”
  • Utilized as a resource to communicate to the third party vendor Epsilon for the “Vendor Switch from InfoLab to Epsilon” project during multiple test issues meetings 

IT Service Desk Support Specialist                                                                                 October 2007- July 2010
  • Resolved customers’ technical issues by trouble-shooting for over 300 hardware and software applications via Level 2 customer support within Agent,, ETS (internal) skill level.
  • Determines and assists the resolution of system outages by first identifying and escalating the outages to the appropriate groups.  

Customer Service Representative,                                                                    September 2001-October 2007
  • Resolved customer inquiries by responding to underwriting and billing questions, resulting in a 10% decrease in personal billing calls
References Available Upon Request


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Neetu Singh is the founder of Resume Formats .Neetu Singh holds an Engineering degree in Computer Science with MBA Degree in Finance and Human Resource (HR). Currently she is running a Global Manpower Consultancy. Contact Her Here

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