INFORMATION TECHNOLOGY HELP DESK SPECIALIST Highlights Microsoft Windows Operating Systems 95, 98, 2000, ME, XP Windows 7 along expert knowledge several Applications Microsoft Active Directory, Microsoft Works, Microsoft Office, Microsoft Outlook, SAP, CRM, ERP, Oracle, JD Edwards, Remedy, Great Plains, PeopleSoft, SharePoint, Avaya, Blue Pumpkin, Verint, Novell, VDI Platforms Cognos. Business process improvement Cost-benefit analysis Forecasting planning Advanced Excel modeling Business systems analysis SAP Business requirements matrixes Project management Superb communication skills Advanced problem solving abilities Critical thinking Decisive Experience Information Technology Help Desk Specialist August 2014 Current Company Name － City State Diagnose resolve technical hardware software issues incoming phone calls emails ensuring detailed documentation activity communication customers regarding issue Display ability understand communicate complex technical information clearly concisely Demonstrate proficiency product knowledge call handling skills Maintain accurate customer records process changes Display ability work fast paced environment, providing efficient productivity simultaneously providing superior quality service Research questions using available information resources advise user appropriate action Log help desk interactions Identify escalate situations requiring urgent attention Track route problems requests document resolutions Maintain ticketing system route tickets appropriate parties. Quality Assurance IT Analyst September 2011 January 2014 Company Name － City State Display working ability organize follow complex detailed technical procedures Responsible establishing implementing quality assurance compliance processes IT organization defining, documenting, measuring, analyzing, improving processes Serve process owner document/record control, corrective/preventive action, internal auditing KPI tracking Display consistent project management team leadership skills Display advanced Microsoft Excel utilization skills create extensive graphs charts, pivot tables, v-look ups extensive complex formula familiarity Train mentor others use quality tools statistical methods problem solving decision making Extract raw data varied sources transform useful summary charts, graphs, reports use data identify trends improve performance produce weekly Power Point presentation upper management team reflecting group productivity daily, weekly, monthly quarterly breakdown Establishes metrics measure deployment new project process solutions Document measurement approaches key findings variability results Work production development teams implement new methodologies reporting solutions Consults Information Technology business leaders development implementation strategic business solutions research, audit, analysis data and/or business process Display ability successfully work interact levels management. Business Operations Analyst /Metrics Analyst /Department Administrative Support/ Supply Chain Assistant September 2008 January 2011 Company Name － City State Responsible providing accurate detailed reporting executive management daily monthly quarterly metrics reporting well requests team organizations. Importing exporting data SAP Sharepoint manipulating compiling data create weekly Power Point presentation executive management team. Measurements include shipments, order cycle time, aged orders, inventory, forecasting, etc. Display advanced Microsoft Excel utilization skills create extensive graphs charts, pivot tables, v-look ups extensive complex formula familiarity Implement changes create effective metric management tools maintain databases SAP Share Point provide training team utilization new tools Support department providing standard daily, monthly quarterly metrics reporting well requests team organizations. Work business organizations vendors resolve data system issues. Provide visibility department metrics maintaining current information HP's internal site. Produce weekly Power Point presentation upper management team reflecting group productivity daily, weekly, monthly quarterly breakdown Display ability understand communicate complex technical information clearly concisely Assist Buyers Procurement/Supply Chain duties Updating ensuring inventory accurately built, loaded, stock date database required forecasting projected orders Assist creating, confirming maintaining Purchase Orders Invoices Responsible assisting ensure daily inventory efforts met including adjustments, approvals, reservations, transportation distribution Monitor resolve shipping logistic issues transporting inventory Act administrative support department manager Effectively organize coordinate department meetings daily Maintain order department supplies Calendar maintenance department management Preparing/editing presentations management and/or compiling data reports Making travel arrangements needed management prospective clients/vendors. Customer Service Professional March 2007 August 2008 Company Name － City State Answers incoming customer telephone calls courteous professional manner. Responds investigates customer inquiries, concerns, orders issues received via phone, fax, email, Shell Source, EDI timely courteous manner. Responsible entering orders resolving customer issues many different products using SAP/CRM Remedy tool. Researches resolves customer complaints and/or ordering issues determines effective method distribution satisfy customer needs. Assign, escalate, notify appropriate agents/managers customer issues ensure fast effective support delivery resolutions using Remedy Maintain relationship sales team, customers manufacturing suppliers. Education BBA Business Administration 2015 Sam Houston State University － City State USA Skills Active Directory, administrative support, attention detail, auditing, Avaya, business process, business solutions, charts, Cognos, hardware, CRM, clients, customer service, databases, database, decision making, delivery, documentation, editing, EDI, email, ERP, executive management, fast, fax, forecasting, graphs, Great Plains, help desk, HP, Information Technology, inventory, JD Edwards, team leadership, meetings, mentor, Microsoft Excel, Microsoft Office, Microsoft Outlook, Power Point, Windows 7, Microsoft Windows, 2000, 98, Microsoft Works, Novell, Operating Systems, Oracle, PeopleSoft, presentations, problem solving, processes, Procurement, project management, quality, quality assurance, reporting, Research, sales, SAP, Shell, shipping, strategic, Supply Chain, tables, telephone, phone, transportation, travel arrangements