North Highlands CA 95660
To secure the position of IT Help Desk Coordinator that will allow me to utilize acquired skills and experience.
IT Help Desk Coordinator, May 2004 – Present
Albert, Gainesboro, TN
- Responded to all incoming calls to the help desk.
- Answered questions and resolved simple requests.
- Identified complex requests and forwarded to appropriate analyst.
- Managed the Service Directs database.
- Accountable for coordination of configuration and distribution of new hardware.
- Managed internal IT help desk and acted as first responder.
IT Help Desk Coordinator, March 2002 – April 2004
Lotus,inc., Gainesboro, TN
- Managed connectivity for both internal accounts and guest accounts.
- Served as facilities contact with building landlord.
- Assisted in preparing custom reports utilizing existing system data.
- Supported other departments and projects as assigned.
- Served as software system administrator for Microsoft CRM 4.0.
Summary of Qualifications:
- Profound knowledge of laptop and desktop support
- Sound knowledge of IT system configuration and implementation
- In-depth knowledge of utilizing Crystal Reports and relevant call tracking applications
- Proficient in dealing with highly confidential information
- Proficient with MS CRM, MS Outlook, MS Office suite and servers
- Exceptional ability to manage multiple projects in a timely manner
- Excellent communicator with strong written and verbal skills
- Excellent customer service skills
- Superior conflict resolution and analytical skills
- Good organizational skills and excellent Phone etiquette skills
Bachelor’s Degree in Computer Science, Eastern University, Pennsylvania, PA