Help Desk Analyst II - Information Technology Resume Search
Help Desk Analyst II - Information Technology Resume Search
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Help Desk Analyst II Resume

Desired Industry: Information Technology SpiderID: 73112
Desired Job Location: Philadelphia, Pennsylvania Date Posted: 7/29/2014
Type of Position: Full-Time Permanent Availability Date: 072914
Desired Wage:
U.S. Work Authorization: Yes
Job Level: Experienced with over 2 years experience Willing to Travel: No
Highest Degree Attained: High School/Equivalent Willing to Relocate: Yes

Help Desk Analyst II position

Amtrak Engineering
May 2006 – May 2008
Help Desk Analyst I/II Philadelphia, PA

· Amtrak/ IBM Maximo Enterprise
Asset Management Application Support
Help Desk. Telephone/ remote desktop
training, script testing/ monitoring,
reporting, website. Applications
included an Enterprise Asset Management
System (EAM - MRO Software, Inc.’s
Maximo EAM System with integrated
electronic Timekeeping for
implementation), which is a work
management system that utilized work and
asset management system technologies
(work orders) to maximize the
performance of the construction and
maintenance workforce as well as ensure
regulatory compliance of all inspection
requirements. Accomplished tasks
including addressing connectivity,
access, data availability (e.g., work
element number, gang membership,
material catalog number, etc.) and basic
“how to use” issues.
· Provided Level 1 and Level 2
Help Desk support to the Amtrak
Engineering Department’s Applications
(management and timekeeping).
Professionally handled initial Help Desk
calls from Engineering end users,
recording all problems in the Peregrine
ITAM tool, and performed triage on each
problem according to established SOPs.
· Solved unresolved problems from
Level 1, developed procedures, created
documentation and instructions, and
conducted training for Level 1, secured
and monitored support for external
parties that support Help Desk including
IBM, monitored compliance with Business
Processes – Timeliness, Data Quality,
and monitored Help Desk Service Levels.
· Categorized problems and
escalated them to appropriate support
person – network, applications, level 2
etc., and followed each problem through
to resolution and close-out in the ITAM
tool. Consistently conducted
introductory diagnostics,
troubleshooting and identified
aberrations, while handling a high
volume of repetitive tasks.
· Provided friendly, patient
customer service orientation, and
established good communications with
client managers and employees. Utilized
attention to detail, good written and
verbal communication, analytical and
problem-solving skills, the ability to
analyze statistics, identify trends and
patterns and developed appropriate
· Windows 2003/2000. Office 2003
Access, Excel, Outlook, FrontPage,
SharePoint. Citrix. DameWare. SAP.

Towers Perrin/ EDS
Nov 2004 – Apr 2006
Help Desk Analyst Philadelphia, PA

· Systems Management account
administration: Windows 2000 Active
Directory. Novell ConsoleOne. RSA ACE/
Server. Peregrine Service Center Queue
Monitor. iPassConnect. VPN. Office 2000.
Lotus Notes 6.5.

U.S. Department of Agriculture
Aug 2004 – Sep 2004
Desktop Technician Greensboro, NC

· Windows XP/ Exchange rollout.
VoIP/ network configuration.

Wachovia Securities
Jul 2004 – Aug 2004
Technical Analyst Winston-Salem, NC

· Windows 2000 Active Directory/
NT, Mainframe, and proprietary account
administration. Office 2000. Lotus Notes
6. Telnet. VPN. NetOp Remote Control.

University of Pennsylvania
Mar 2004 – Mar 2004
Desktop Technician Philadelphia, PA

· Ghosted Windows XP/ 2000

Office of the Comptroller of the
Jan 2001 – Jan 2002
Customer Service Representative
Washington, DC

· Installed and configured
software and hardware components,
peripherals, and network connectivity.
Windows 2000. Office 2000. Word Perfect
9. Lotus Notes. Outlook. McAfee Support
Magic. Access database.

U.S. Department of Labor
Apr 1999 – Jun 1999
Information Analyst Washington, DC

· Installed and configured
software and hardware components,
peripherals, and network connectivity.
Windows NT4.0. Lotus SmartSuite. Word
Perfect. Systems Management Server.

Black Entertainment Television
Nov 1998 – Feb 1999
Desktop Technician / AS400 Operator
Washington, DC

· Installed and configured
software and hardware components,
peripherals, and network connectivity.
Windows 95. Office 97. Lotus SmartSuite.
Top of Mind. Performed Nightly AS/400
JDS tape backups.

World Bank/ IFC
Jan 1998 – Nov 1998
Network Analyst Washington, DC

· Served as Rollout Team Leader.
Installed and configured software and
hardware components, peripherals, and
network connectivity. Windows NT4.0.
Office 97. Ghost. Exchange. Outlook.
Lotus Notes. RAS. DUN. Systems
Management Server.

National Institutes of Health
Dec 1996 – Oct 1997
Systems Expert Engineer Bethesda, MD

· Installed and configured
software and hardware components,
peripherals, and network connectivity.
Windows NT 3.5 - 4.0. Windows 95. Office
97. Exchange. Outlook. Remedy.

U. S. Armed Forces Air Intelligence
Denver, CO 1974

Imagery and Target Intelligence

Princeton University
Princeton, NJ 1971 – 1973

Pre-Law Undergraduate

Fifteen years of Help Desk and Desktop
experience. Two years of dedicated
telephone Application Support. Receive,
log, and resolve software, hardware, and
network issues via telephone, email,
remote control, and workstation visit.
Windows XP/ 2003. Active Directory.
Microsoft Office. Lotus Notes. Exchange.
Outlook. Internet Explorer. Maximo. SAP.
AS/400. Peregrine Service Center.
Remedy. Served two tours commencing
March 1974, as an Imagery Interpreter
(TOP SECRET - SCI intelligence
operations) in the United States Air
Force (Pacific and Strategic Air

Virtual Home Lab (laptop based self
development activities, 2008 to present)
– Windows Server 2003/ 2008/ 2012
DataCenter R2. Windows XP/ 7 Enterprise.
Vista. Office 2010/ 2013. SharePoint
Server. IIS 7/ 8. IBM Lotus Notes Server
8.5. Oracle VM VirtualBox. VMWare and

Additional Information:

· I have stayed abreast of
technology changes using Oracle VM
VirtualBox. Within the scope of my
defined Help Desk Analyst II purview, I
am prepared to deliver unparalleled
dedication and service above and beyond
client expectation. I am only looking
for the single manager whose keen
insight confirms that I am a unique
resource, best suited for a “right-hand
man” position involving special
projects, research, team training, and
support for larger management
objectives. I will promptly contact
recruiters who send a reply email to my
account, providing their full contact
information, position location,
description, salary range on W2, and
other relevant details, before calling
· I am not a programmer, script
writer, etc. I attended Princeton
University, but I do not have any
degrees or certifications. I held TOP
SECRET SCI / SIOP security clearances,
in the United States Air Force, but I do
not have any current security
· I involuntarily resigned from my
last position, in 2008. I am not at
liberty to discuss the details related
to this event, nor can I provide
reliable references for this period.
Most jobs offered during the first two
and one half years since my resignation,
paid substantially less than my
unemployment compensation, or were
otherwise unsuitable. Many recruiters
tell me that the six-year gap since my
resignation constitutes an
insurmountable obstacle. I fully expect
to prove that the American spirit is
greater than the exigencies of this

Candidate Contact Information: has chosen not to make contact information available on this page.
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