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| Desired Industry: Business/Management |
SpiderID: 11635 |
| Desired Job Location: Houston, Texas |
Date Posted: 3/7/2007 |
| Type of Position: Full-Time Permanent |
Availability Date: 3/20/07 |
| Desired Wage: |
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U.S. Work Authorization: Yes |
| Job Level: Experienced with over 2 years experience |
Willing to Travel: Yes, 25-50% |
| Highest Degree Attained: Bachelors |
Willing to Relocate: Yes |
Objective:
To secure a position where my qualities of a fast learner and the ability to take on new challenges can be used.
Experience:
Helpdesk Analyst 07/2005 – Present
Washtenaw County, Ann Arbor, MI
* Run monthly statistical analysis/metrics of helpdesk call center trends and call monitoring results. Compile report and present to upper management.
* Analyze result of helpdesk operations to discover more efficient ways to utilize resources.
* Present helpdesk information to 25 to 40 new hires at new hire orientation.
* Provide extensive first level support to 1400 users to resolve user concerns with specific applications, including Windows 2000/XP, Microsoft Office, JDE, and numerous industry specific applications.
* Assess various desktop/workgroup-related problems using a combination of LanDesk and Remote Admin tools.
* Document issues in Tririgia ticketing system and escalated to second level support as appropriate to ensure timely resolution.
* Administer users and files on LAN system.
* Manage over 250 email distribution lists in Lyris ListManager Version 8.8
* Responsible for training new helpdesk staff members.
* Work closely with web developer to coordinate and revamp the usability of helpdesk website.
* In charge of spearheading liaison meeting to update department liaisons on technical and non-technical changes and updates. Gathered feedback from liaisons to share with Information Technology and Support Services Department.
* Create helpdesk manual
Desktop Support Specialist 05/2005 – 06/2005
Pfizer Inc., Ann Arbor, MI
* Serve as the initial point of contact for resolution of desktop/workgroup-related problems to 3000 users. Troubleshoot, research, diagnose, document, and resolve technical issues surrounding Windows 2000 Professional, MS Office, e-mail, Internet connections, and hardware/peripherals.
* Trained employees on usage of Gemplus software and hardware, and assisted with over 3000 manual and remote installations of Gemplus software on end-user desktops and laptops to enhance Pfizer’s authentication systems and security infrastructure.
* Earned a reputation for quickly responding to trouble tickets, prioritizing user requests, and resolving complex issues. Successfully resolve hundreds of issues monthly without requiring escalation to a higher tier.
Clerical Assistant 01/2004 – 11/2004
St. Joseph Mercy Hospital, Ann Arbor, MI
* Revitalized and enhanced daily business operations by redesigning layout; this helped recover misplaced records, provide patient confidentiality, and reduced patient waiting time up to 95%.
Business Analyst 07/2002 – 01/2004
Pfizer Inc., Ann Arbor, MI
* Substantially reduced misdirect payment, improving telecommunication inventory flow through restructuring of telecommunications cost-center billing database. Modified department database to cross check, track and match department names with cost-center numbers for billing purposes. This help saved the Telecommunications Department over a million dollar in telecommunication costs.
* Designed and implemented a new employee directory to improve usability by allowing easy identification of employees by name, department, and cost-center number.
* Conducted and analyzed detailed monthly assessments of telecommunications inventories to track department cost.
Business Management Assistant 01/2001 – 07/2002
Comcast, Ann Arbor, MI
* Consolidated and analyzed detailed financial budget report to improve 85% of business performances and revenues.
* Aided advertising and construction departments in analyzing, researching and auditing customer accounts to prevent illegal cable theft.
* Compiled serviceability spreadsheet, charts, and reports for construction department using Excel and construction blueprints to outline company’s services area.
* Contacted customers to schedule cable service following leads to increase 95% market share and revenues.
* Implemented “Get Green” employee incentive program to boost sales and improve employee morale.
Education:
Dale Carnegie, Livonia, MI 2006
Western Michigan University, Kalamazoo, Michigan 2001
Bachelor of Business Administration, concentration in Computer Information Systems
Washtenaw Community College, Ann Arbor, Michigan 1999
Associate Degree in General Studies
Affiliations:
Junior League of Ann Arbor
Skills:
* Windows 2003 Server
* Windows 2000/XP
* Active Directory Users & Computers
* Systems Management Server Administrator Console
* Citrix Server
* Microsoft Office
* MS Project
* Adobe Acrobat
* Adobe Photoshop
* Lyris ListManager
* JD Edwards
* Zoomrang
* ePop
* Peregrine
* Tririga
* GEMPLUS
* HTML
Additional Information:
SUMMARY OF QUALIFICATIONS
* Recognized for professionalism, thoroughness, and commitment to quality and teamwork
* Consistently exceeded client needs by providing quality customer support beyond expectation
* Results oriented, motivated and enthusiastic
* Excellent project management abilities
Reference:
Available upon request
Candidate Contact Information:
| Name: Thanh Tran |
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| Street: |
Phone: 734-649-0281 |
| City: Ypsilanti |
Fax: - |
| State: Michigan |
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| Zip: 48198 |
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| Web Site: |
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