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Tier 1 Service Desk Analyst Resume

Washington, DC


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


  • 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


Confidential, Washington DC

Tier 1 Service Desk Analyst


  • 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


  • 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


  • 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


  • 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

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