Service Desk Analyst Resume Vienna, VA - Hire IT People

SUMMARY:

TECHNICAL SKILLS:

PROFESSIONAL EXPERIENCE:

Confidential Vienna, VA

Service Desk Analyst

Responsibilities:

Provide day - to-day customer support for all aspects of the xStream cloud computing platform via telephone, email and ticketing and monitoring systems.
Prioritize and manage service request, incident management, escalation, and reporting to maintain service level agreements.
Work closely with Client technical resources to resolve issues in a timely and professional manner.
Maintain accurate and complete records of all customer support interactions using service desk tools and established procedures.
Monitor the status of the xStream cloud computing platform using operations monitoring tools and procedures.
Provide hands on assistance in configuring and troubleshooting data center equipment as needed.

Confidential Rockville, MD

Service Desk Analyst

Responsibilities:

Managed Tier 1 help desk incidents/requests through tickets, phone or email.
Followed-up on outstanding requests and ensured timely resolution.
Maintain accurate information and timely updates using the Salesforce ticketing system.
Managed problem recognition, research, isolation, resolution, and follow-up for routine user problems.
Generated data reports upon request and develop partner specific support guides.
Responded to daily email correspondence to provide an accurate and informative resolution.
Identified customer needs and resolved issues based on applicable policies and procedures.
Provided support for desktop hardware, software, web technologies security guidelines, operating systems and account management.

Confidential, Springfield, VA

IT Asset Management

Responsibilities:

Planned and conducted the physical inventory of assets in storage facilities and multiple end user sites.
Logged all incoming support requests from users and attempted to resolve basic user issues.
Managed disposal of IT equipment when appropriate to include classified and unclassified items.
Assisted with the resolution of day to day Active Directory operational issues.
Provided procurement support, forecasting, logistical planning, receiving, inventory tracking and reconciliation, database administration, financial reporting and disposal.
Provided support for desktops, laptops and tablets as well as moved and set up workstations.
Conducted and performed periodic audits of IT assets to ensure compliance to the IT Asset Configuration Management plan.
Monitored and supported Windows networks and servers.

Confidential, Suitland, MD

Help Desk Lead

Responsibilities:

Managed and supervised a team of help desk technicians.
Responsible for recording incidents and providing support to end users.
Answered incoming calls assisting users of GIS applications software for updating addresses and geography data.
Assisted users with multiple software applications as well as creating, modifying and removing user access and accounts.
Created tickets for all caller inquiries using Remedy and updated call database as appropriate.
Provided support related to user accounts and access to Active Directory.
Resolved local government questions regarding GIS application procedures and data revisions.