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Helpdesk Representative Sample Resume Format in Word Free Download

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Alyssa Berrios

Email: alyssa.berrios@gmail.com
Phone: 704-770-9876


SUMMARY

Over 10 years experience in business support roles, primarily within Information Technology teams for large corporations. Core competencies include: internal and external client relationship management, team management and training, process optimization, and design and delivery of solutions to enable client/company business objectives. 

LANGUAGES

●      Spanish (verbal & written fluency)
 


CERTIFICATIONS

●      ITIL Foundations V3
●      IAITAM Certified Hardware Asset Manager

EXPERIENCE

Skanska USA                                                                                                                                    
IT Asset Manager                                                                                                                          11/08- Present
●      Responsible for managing $5MM in IT Assets across all Skanska USA business units.
●      Manage relationships with vendors. Central point of contact for changes to hardware & software standards that impact the Skanska environment, assemble teams to integrate changes into the business.
●      Responsible for managing hardware lifecycle including appropriate disposal. Documented and analyzed legacy ad hoc processes for introducing new technology hardware, solicited input from key stakeholders, designed and implemented new standardized process.
●      Manage procurement of IT Assets. Designed and implemented procurement process.   
●      Maintain relationships with internal customers. Consult on design of support models and selection of technology needed to meet the needs of various business units. 
●      Achieved ITIL Foundation V3 certification and IAITAM Certified Hardware Asset Management Professional.                                     
           
IT Service Desk Manager/ Project Lead                                                                                       11/05-11/08
●      Managed the relocation of the IT Service Desk from Parsippany, NJ to Charlotte, NC, including hiring and training a new team. This included transitioning from a traditional ACD system to Cisco IP Call Center solution, responsible for the training of this application.
●      Provided monthly and weekly reports to management, using data retrieved from Cisco CRS Historical Reports and from Epicor ITSM. 
●      Coordinated business requests using Brightwork 3.0 to track timelines, requirements, testing and documentation related to the request. Working closely with our Application Development team to provide solutions for our customers.
●      Provided level 1&2 support for Skanska’s WAN consisting of 26 corporate offices and over 250 remote construction sites. Operating systems and applications supported include Windows Server 2003, Windows XP, Citrix Presentation Server 4, MS Office 2003, Sharepoint and various applications used in the construction industry.
●      Project lead for the transition of helpdesk tracking solution from Remedy to Epicor ITSM. Responsible for software configuration and training IT division on its use; provided ongoing administration and training for the application.
●      Created support process for IT telephony support.
●      Achieved customer satisfaction goals on a consistent basis.
●      Mentored and developed associate’s skills to achieve their long-term career goals through bi-monthly individual one-on-one sessions and monthly team meetings.                                                                                                                                   

Helpdesk Representative                                                                                                                  10/03-11/05
●      Provided technical and training support for Skanska USA's national call center in a Windows 2000/XP environment.
●      Managed and created a training program for all new support engineers. Training included employee account management, ACD system, Remedy, Blackberry Enterprise Server,
●      Prepared training material for customers and employees for various applications.
●      Maintained a high percentage of first call resolutions ranging from jobsite outages to spyware removal.
●      Administered and support Blackberry Enterprise Server 4.0 and related devices.
●      Assisted with backup procedures using Veritas Netbackup.


Glaxo Smith Kline (Consultant) – Pharmaceutical Industry                                                                                   
LAN Support Engineer                                                                                                                            09/01-10/03                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                         09/01-10/03
●    Provided technical support and training on-site for an environment of 120 users, both desk-side and remote via SMS.
●    Managed inventory of all computer equipment on site using Remedy.
●    Tested and prepared documentation for the new software before being released to the user environment.

Siemens Medical Systems (Consultant)  Pharmaceutical Industry                                                                       
Helpdesk Analyst                                                                                                                                    07/01-09/01
●      Served on help desk of a national call center for Siemens Medical Services, in Windows 2000 and Windows 98 environments.
●      Entered and monitored tickets using Remedy; followed up, updated, and closed trouble tickets daily.
●      Resolved desktop application errors associated with Siemens applications, Outlook 2000,  MS Office 2000, and Internet Explorer 5.5.

Solomon Page Group – Executive Recruiting Firm                                                                                                
LAN Administrator and Desktop Support                                                                                             08/00 – 3/01
●      LAN Administrator of a single domain with 200 users: 150 on site and 50 between New Jersey and California. Windows NT 4.0 network environment.
●      Managed Windows NT resources including user accounts and directories sharing.
●      Monitored Ticket Queue (Filemaker Pro); Followed up, monitored, and updated trouble tickets daily.

Instinet Corporation – Financial Market Data                                                                                                       
Consultant                                                                                                                                          03/00 - 08/00
●      Served on help desk for national/international call center for over 1,000 users in Windows NT 4.0 network environment using Instinet Applications.
●      Maintained and supported Instinet software including Instinet Workstation and Instinet Research & Analytics.
●      Managed relationships between customers and various internal support groups.

New York Life – Asset Management Division                                                                                                       
Systems Analyst/ Desktop Support                                                                                                     08/97 - 03/00
●      Provided level II and III PC support for 130+ users of mutual funds operations center.
●      Designed and tested application enhancements.
●      Presented new applications and enhancements to division managers and facilitated rollout to end users.


EDUCATION

New Jersey City University; Jersey City, NJ                                                                                                                 

Bachelor of Arts 1998

Major: Psychology
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