Tier 1 Service Desk Analyst Resume Washington DC - Hire IT People

TECHNICAL SKILLS:

Operating Systems: Microsoft Server 2008, Windows XP, Vista, Windows 7, 8,10, Apple Mac OSX, Linux

Productivity Applications: Office 2000 - 2016 Suite, QuickBooks, Remedy, Citrix, Active Directory, Bomgar

SKILLS/ABILITIES

Possess exceptional break/fix computer skills for PC, Mac, local and network printers and remote desktop support
Demonstrate excellent interpersonal, customer service, analytical skills
Quick learner, detail oriented and able to multitask and support many users in different locations

WORK EXPERIENCE:

Confidential, Washington DC

Tier 1 Service Desk Analyst

Responsibilities:

Provide technical phone support for Department of Justice users by utilizing remote desktop applications to troubleshoot and resolve a wide array of issues from Outlook, Citrix, remote VPN connections, network printers, and PC login issues with PIV cards and RSA tokens
Troubleshoot and resolve issues with iPhone and Samsung mobile phones and iPad tablets for DOJ users
Provide technical assistance for over 10K users in different locations in a fast paced environment and assist with user account management through Active Directory
Utilize Remedy ticketing software to create, locate and update client tickets and escalate if needed

Confidential, Falls Church VA

Senior Help Desk Specialist Tier 2

Responsibilities:

Provide technical phone and email support on multiple health insurance exchange applications and systems in the production, implementation, deployment and maintenance phases
Research and resolve issues and inquiries whenever possible, escalating issues when necessary, and following up on any escalated issues
Utilize Remedy ticketing software to create, locate and update client tickets

Confidential, Chantilly VA

PC Technician

Responsibilities:

Repaired PC and Mac hardware and software issues including virus disinfection, laptop screen repair, motherboard replacement, image backups and server upgrades
Assisted clients by providing technical support assistance at store location and answered questions via phone and email
Utilized QuickBooks to locate parts, create and maintain work orders and process transactions

Confidential, Burke, VA

Easy Tech Associate

Responsibilities:

Performed software, hardware repairs, upgrades, backups and tune ups on desktop and laptop computers
Performed onsite services to clients that experienced issues with their network or printer, virus removals, diagnosed and repaired hardware and software issues on PC and laptop computers and repaired outlook issues
Other onsite services include new computer and software setup including Outlook configuration, network and printer setups were also performed on PC and Mac computers