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* Internal training for Peregrine Service Center and ITIL Processes.  * Excel 2003, Access 2003 * Project Management, Business/Technical Writing* SAS70 audit flow* MS SharePoint* Knowledge Management* Time Management and Mentoring

Technical Skills

MS Windows, MS Office, MS Outlook, Lotus Notes, VPN/Dialup Support, RSA Keyfobs, PC Hardware (Desktops, Laptops, Printers, Scanners) Support, Peregrine Service Center, Track-It, Network Hardware, Active Directory, Novell, MS SharePoint, Troubleshooting and Diagnostics, Process Documentation, Avaya and Aspect phone systems


To obtain a Business Analyst or Technical Writer position working as part of a team to produce quality data analysis and provide documentation and support across lines of business.

Preferred Functions:

Knowledge Management


Data Analysis

Training and Development


Team builder and customer service professional with expertise in Knowledge Management, reporting, data analysis, training, and troubleshooting.Reliable, dedicated self learner.Demonstrated ability to assist with company transitions, software implementations and successfully communicate within all levels of an organization from non-technical users to Management, and Information Technology staff.Reputation for being an expert in data reporting utilizing MS Office applications. 

I have a diverse background within Information Technology I feel that it has given me the skills needed to succeed within other organizations.I am a dedicated employee and looking for a long term position that will provide a challenging environment.I work well with both Information Technology Teams and Business Teams.My work with EDS extended beyond a typical Help Desk role as I helped to develop business and IT processes and I worked with Security and Project Management teams to ensure successful audits and software implementations.I have worked performing data analysis and call trending and am looking to pursue a Certification in Six Sigma.I also have a strong background in Health Care and Benefits Administration.


Data Analysis



Objective Research

Knowledge Management

Technical Writer

Process Driven

Communication Skills

ITIL & SAS70 Knowledgeable

Report Developer

MS Access

MS Excel

Task Oriented

Team Leader

Team Builder


Performance Management

Workforce Management

Work experience

Mar 2001Dec 2008

Help Desk Manager/Report Specialist

EDS an HP Company (formerly Towers Perrin)

Help Desk Manager/Report Specialist 2007 -2008

Produced Client facing reports analyzing Help Desk ticket and call data through MS Access Databases and Excel. Maintained Help Desk knowledgebase with processes and application information and Help Desk library with documentation for staff containing Application FAQ’s and Forms.

·Engaged 3rd level support teams to resolve problems and interfaced with internal and external clients to ensure quality support.

·Coordinated with project teams during application implementations and network updates.

·Assisted Security with SAS70 Audits to ensure compliance.

Help Desk Team Leader 2005 -2007

Supervised staff of 20 employees in a leveraged environment supporting multiple clients.Researched problem issues and interfaced with users and clients to ensure customer satisfaction.

·Helped to ensure smooth transition in call tracking software during transition from Towers Perrin to EDS

·Created MS Access Database to produce weekly and monthly reports based on Help Desk statistics which enabled EDS to convert dataquickly and accurately to bill the client.

·Developed training materials and schedule for the Help Desk and provided training to new Agents to ensure quality of support

·Promoted to Help Desk Manager and Reporting Specialist

Senior Help Desk Analyst (with Towers Perrin) 2001 -2005

Responded to client calls in addition to processing e-mail.Trained and mentored new Help Desk Staff members and provide coaching to existing staff on an ongoing basis.Created weekly reports based on call volume statistics.Performed network account maintenance through Active Directory and Console One and administration of Mainframe accounts and VPN.

·Created troubleshooting documentation and updated knowledgebase with information as needed to ensure quality support.

·Responded to 30-40 calls per day, and was consistently in the top 10% for performance.

·Received Towers Perrin Star Performer award in 2003

·Promoted to Help Desk Team Leader

May 1994Sep 2000

Deskside Support Specialist

OSP Consultants, Inc (an Exelon company)

Desktop Support Specialist 2000

Supported network connectivity issues (mail servers, Citrix, MetaFrame, Novell Client, NT domains) using Telnet, Ping and configured Desktops and NT Severs.Processed orders for new computer equipment based on specific requirements.

·Processed invoices to ensure vendors were paid in a timely manner

·Negotiated with Vendors to ensure best value for technology purchases

Field Office Integration Specialist/MIS Help Desk Associate 1998-2000

Held positions in two divisions.Worked with accounting to verify payroll and invoices and entered payroll information into custom programs.Updated job information into custom designed job tracking system.Installed software and answered Help Desk calls.Set up laptops and desktops for new hires.

·Processed all computer purchases and ensured timely delivery of products

·Promoted to Desktop Support

Data Entry Clerk 1994-1998 (while in college)

Updated job information into custom designed tracking program to monitor work status.Entered payroll and billing information on a weekly basis.

·Migrated Job Tracking database from dBase to MS Access and set up queries and reports for Management.


Bachelor of Arts


Data Analysis
I have produced reports on a daily, weekly, and monthly basis showing call trending and analysis and also reporting on Account team metrics to the client.  The primary tools I've used for reporting has been Excel and Access.  I've also worked some with SQL tables to be able to extract data from our call tracking systems (Peregrine Service Center)
Process Documentation/Knowledge Management
I have developed and maintained process documentation for the Help Desk.  I also set up a Help Desk Library site for End Users within MS Sharepoint.  I was the point of contact for the Help Desk knowledgebase and assisted in it's conception with EDS.  I was the primary technical writer for the documentation maintained within the knowledgebase. 
MS Office
I have extensive experience with MS Office applications.  I have worked within Excel and Access to produce reports and have created and maintained Access Databases.  I have also worked with Visio and Project applcations and have developed training presentations with Powerpoint


Lisa Sanders

Lisa is one of the Client Executives on the ExcellerateHRO account.  I worked closely with her during my tenure with EDS

Tom Richardsom

Tom was one of my managers with the Help Desk until he assumed the GFS Manager position, at that time I worked closely with his as the Help Desk Manager.

Patrick May

Pat was my supervisor when I started with Towers Perrin in 2001

Ernest Tokay

Ernie was my most recent manager and oversaw the Help Desk operations