Help Desk Analyst Resume

SUMMARY:

Enthusiastic and experienced IT professional seeking to benefit from an IT Department with complex technical knowledge, strong times management skills and, a passion for providing superior technical support.
Knowledgeable at building rapport with diverse individuals while handling complex technical issues, extensive data center, help desk, and management understandings.
Find solutions to complex technical issues while also driving business needs and objectives.

TECHNICAL SKILLS:

Basic: Microsoft Suite (Word, Excel, Outlook, PowerPoint, Access)

Java Development: Object Oriented Programming (OOP), Eclipse, Netbeans

Management/Development: Microsoft Visio, MySQL, Java development, Windows/iOS, Active Directory, Citrix, HEAT ticketing system, Zendesk

Key Skills: Technical Troubleshooting, Software Installs, Use Training/Support

PROFESSIONAL EXPERIENCE:

Confidential

Help Desk Analyst

Responsibilities:

Provide excellent services through phone and email to end users (Smithsonian), for basic end user related hardware’s and software’s, desktop related LAN network systems
Configuration and resetting the network access accounts whenever required
Installation of new hardware’s and software’s remotely through a software called Citrix
Processing software’s and hardware’s by coordinating user setups, installations and upgrades
Processed software and hardware install/upgrade requests
Provide training to end users

Confidential, Arlington, VA

Desktop Support

Responsibilities:

Managed and purchased all equipment for maximum efficiency and cost containment as well as, setting up and maintaining Networks and hardware/software, installing new desktop systems for developers, project managers, and quality assurance team members
Assisted internal coworkers having hardware, software, and networking issues
Networked systems on Windows XP, Windows Vista, & Windows 7 with different software applications
Provided technical assistance for Domain Network, LAN & WAN environments
Demonstrated a high degree of competency in performing network security duties in successfully preventing breaches to the enterprise's networks, systems, corporate files and client data
Improved efficiency by investigating and documenting security incidents
Conduct network vulnerability assessments using tools to evaluate attack vectors, identify system vulnerabilities and develop remediation plans and security procedures

Confidential

Help Desk Specialist/ Network Technician

Responsibilities:

Provided technical support and ensured maintenance of online workstation platforms, online ticketing systems, invoicing systems and documentation, emailing system, calling system, and internal dispatch system
Provide telephone and in - person support to end users, troubleshooting, diagnosing, resolving, and documenting hardware, software, and network related technical issues
Assisted in maintaining the daily IT supports log and creating a weekly summary that is sent to management
Identify and resolve issues pertaining to network configuration, web hosting and domain registration
Create help desk documentation with step-by-step instructions on problem resolving techniques.
Create, respond to, escalate, and close tickets. Track all outstanding tickets, working close with tier ll technician to ensure any problems are resolved in timely manner
Tasked with training new hires on internal systems and procedures. Trained new hires as the company was expanding rapidly