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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

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