Candia Skipper

Senior Help Desk Analyst with over 20 years of experience optimizing service desk operations and user satisfaction. Skilled in UNIX, Avaya, and network troubleshooting, with proven success in managing user accounts and enhancing remote access solutions. Excels at mentoring new hires and streamlining documentation to drive team performance and knowledge sharing.

Help Desk Analyst at Flagstar Bank N.A. (2018-12 – 2025-08)

• Resolve desktop issues, boosting user efficiency
• Mentor new hires on procedures, supporting team integration
• Manage user accounts, ensuring compliance
• Develop VPN solutions, reducing downtime
• Optimize weekend support for service continuity

Help Desk Analyst at Consolidated Edison (2016 – 2018)

• Troubleshoot VPN issues to boost connectivity and user satisfaction
• Manage user accounts to enhance system security and efficiency
• Document solutions, building team knowledge and improving problem-solving
• Streamline documentation to accelerate problem resolution and knowledge sharing
• Develop solution documentation to foster knowledge sharing and faster issue resolution

Help Desk Analyst at Royal Bank of Canada (2014 – 2016)

• Provide first-contact support, resolving technical issues efficiently
• Streamline remote access, reducing VPN problems
• Develop user guides to address recurring issues
• Document solutions, building a robust knowledge base
• Collaborate with teams to enhance IT support

Help Desk Analyst at Hudson City Savings Bank (2013 – 2014)

• Resolve complex desktop and hardware issues, improving user productivity
• Streamline Miser/FSBA troubleshooting, reducing resolution time
• Partner with branch staff to address technical challenges and ensure seamless IT support
• Implement proactive maintenance for Craden passbook printers, minimizing disruptions
• Deliver empathetic support, enhancing end-user satisfaction

Help Desk Analyst at Horizon Blue Cross Blue Shield NJ (2012 – 2013)

• Streamline help desk workflows, reducing resolution time for desktop issues
• Deliver support via phone, email, and chat, ensuring user satisfaction
• Troubleshoot VPN connectivity, maintaining remote access for customers

Senior Help Desk Analyst at New York Stock Exchange (2001 – 2010)

• Streamline user account management for security and efficiency
• Implement proactive troubleshooting for desktop and VPN issues
• Optimize onboarding process to improve productivity
• Develop training programs for Help Desk staff
• Introduce automated scripts for routine tasks to boost efficiency

A.A.S in Computer Information Systems – Devry University-New Jersey (1994 – 1996)

B.S in Cyber Security – New Jersey City University (2023)