Program Analyst/HelpDesk Resume

SUMMARY:

I have over 14 years of computer hardware, software, and networking experience in both in the Confidential . Government and legal environments.
I am proficient with creating templates, macros, and Adobe PDFs in relation to Confidential Office 2010 and Adobe Acrobat Professional. Currently. I am highly organized, able to multitask and manage a diversity of high priority projects in a fast - paced environment.
I also have strong communication, analytic and problem-solving skills.
I possess excellent interpersonal skills and the ability to work in a team environment.
I am skilled in providing exceptional Help Desk and Program Analyst Support.

TECHNICAL SKILLS:

Operating Systems: Windows XP, Windows 7

Software Applications: Adobe Acrobat Pro, Citrix, Heat, IQTrack, ITSM, Remedy and ServiceNow Ticketing System, Interwoven DMS 6.6 (DeskSite, FileSite, WorkSite and WorkSite Express Search), Legal MacPac, LANDesk, Summation

PROFESSIONAL EXPERIENCE:

Confidential

Program Analyst/HelpDesk

Responsibilities:

Provide IT technical support for all government employees, including senior GS staff, contractors - onsite and off-site, and also team staff
Revised and enforced DOC SOP requirements spanning from new hires, VPN account creations and user-signed government agreement forms
Create SOP’s for new software installations and mobile devices
Provide new employee training in office procedures, and support Confidential office products
Provide network support for wired and wireless devices, resolving issues such as properly assigning wireless encryption technologies
Completed Cloud, Windows 7, and Office 2010 migrations
Install hardware and software and resolved computer related issues
Escalated and assigned tickets to appropriate team
Close service requests with detailed information in the ITSM tracking system.
Operate and maintain the ITSM ticket tracking system, to include collecting and maintaining user profile data, and creation of reports
Network account management using Active Directory
Configure VPN, RSA Tokens and Safeboot installations
Configure network printers and scanners
Que Manager for IT Service desk mailbox
Conduct surveys to determine customer satisfaction

Confidential

Help Desk Analyst

Responsibilities:

Resolved end-users and IT staff requests by phone, email, remotely and desk side
Resolved software related issues and entered them into the IQTrack ticket resolution or knowledge base software
Resolved and assigned tickets to appropriate team
Assisted with the migration from iManage 6.6 to FileSite 8.2
Documented and tested software for errors
Ran scripts, batch files and macros to fix error messages
Proficient in diagnosing issues and follow-up on escalated problems
Researched desktop integration issues
Installed and upgraded software applications for users
Communicated with vendors for assistance with non-supported software
Replaced computers, printers, and other peripheral devices during office moves

Confidential

IS Support Technician/Application Specialist

Responsibilities:

Provided phone, desk-side and remote access for all software programs and applications
Conducted new user and small group training
Developed training material for supported applications
Proficient in using Confidential products: Excel, Word, Outlook, PowerPoint and Access
Provided software installation through desktop consultation with users using remote management software.
Provided hardware support for desktops (including system installs, moves, changes and printers)
Skilled in setting up conference rooms and organizing special events using AV equipment
Responsible for maintaining asset management of hardware
Responsible for maintaining inventory control
Coordinated with vendors to provide litigation support for trials
Assisted with hardware migrations.

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