Help Desk Training Team Sample Resume Format in Word Free Download -->

Help Desk Training Team Sample Resume Format in Word Free Download

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Sample Template Example of Beautiful Excellent Professional Curriculum Vitae / Resume / CV Format with Career Objective, Job Description, Skills & Work Experience for Freshers & Experienced in Word / Doc / Pdf Free Download
LILLA PREKEL
309 Nestling Wood Drive
Long Valley, NJ 07001
(908) 635-9876                                                                                                                                                            lilla@gmail.com

SUMMARY

Information technology professional with proven ability to liaise between technology and business areas, understand and manage their respective data.  Strengths include communication, customer service skills and attention to detail.  Proven ability to train and mentor helpdesk and application support in first level technical support (troubleshoot diagnosis, resolution and escalation) for computer-related software issues.

TECHNOLOGY PROFICIENCIES

Hardware:
Operating Systems:
Software:
Desktop PCs, Laptops, Printers, Handheld Devices
Microsoft Windows 98, NT, XP
Adobe Acrobat, Articulate, AT&T Connect (Interwise), CheckPoint/iPass, ‘Systems, Applications, and Products in Data Processing’ (SAP), Documentum, Microsoft Office Family, Microsoft Internet Explorer, NetMeeting, PeopleSoft modules (PeopleSoft CRM Helpdesk, HR Interfaces, Payroll, HR HelpDesk and Time & Labor), Quest ActiveRoles, RSA Ace Server, SharePoint, Streaming Media, Vantive, Visio

PROFESSIONAL EXPERIENCE

MERCK & CO., INC., Whitehouse, NJ                                                                                  1997 – 2011
Knowledge Management Services (2006-2011)
Knowledge Coordinator responsible for written and verbal Knowledge Management information and processes that enabled global support organizations to effectively support applications and services for company Corporate Division and company-wide SAP initiative
  • Liaised between non-technical and technical support teams for applications to determine the level of knowledge needed to be effectively supported.
  • Facilitated the development of solutions for application problems, how to's and requests.
  • Developed and distributed announcements for applications and updates to global support contacts.
  • Facilitated the development of support processes associated with applications and services.
  • Maintained PeopleSoft CRM Helpdesk knowledge (solutions, checklists, web-forms, master data) associated with products and services.
  • Performed PeopleSoft CRM Helpdesk solution knowledge review, formatting and activation, after subject matter expert approval.
  • Provided feedback to application support groups as to success of support knowledge, developed and implemented process improvements to achieve maximum support.
  • Converted existing instructor-led PeopleSoft CRM Helpdesk training sessions to a web-based format to be used globally.

Americas Help Desk Services, Cokesbury, NJ (1999-2006)
  • Co-led Americas Help Desk Training Team.
  • Designed, updated, delivered, and improved training program curriculum for new analysts and ad-hoc training.
  • Coordinated scheduling for all new Help Desk Analysts and ad-hoc training.
  • Mentored Americas Help Desk analysts, served as a resource for other mentors.
  • Provided first level technical support (troubleshoot diagnosis, resolution and escalation) for computer-related software and hardware issues.
  • Analyzed and troubleshoot self-service generated and assigned to Americas Help Desk with focus on first contact resolution.
  • Participated in the Merck Technology Partnering Program, delivered computer training to Merck Executives.
  • Represented Americas Help Desk Services at internal Merck Technology Expos.

LILLA PREKEL
Page 2
(908) 635-9876                                                                                                                                                            lilla@gmail.com

Global Learning & Development, Whitehouse, NJ (1997-1999)
  • Maintained Registrar database software, which includes the customization of the software to meet departmental needs.
  • Maintained departmental website, proposed and executed visual and contextual changes.
  • Developed and analyzed divisional training results and metrics for senior management.
  • Designed, developed and maintained PowerPoint visuals that were used in divisional training classes and management presentations.
  • Trained staff and management in proper use of Microsoft Office applications.
  • Developed systems of communication with worldwide site training recruiters that provided exceptional customer service to promote and support the delivery of all training programs.

RARITAN VALLEY COMMUNITY COLLEGE, Branchburg, NJ                                         1993 – 1997
Office of the Registrar
  • Processed school registrations; assisted the public, students and faculty in diverse registration matters.
  • Trained support staff to enter and analyze data on collegiate applications and registration procedures.

EDUCATION

Bachelor of Science, Finance, Rider University, Lawrenceville, NJ
Associate of Applied Science, Business Administration, Raritan Valley Community College, Branchburg, NJ


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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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