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Helpdesk Analyst Resume

SUMMARY:

Highly skilled in installing, repairing, and troubleshooting computer hardware and software. Extensive background in Customer Service. Works well in a group setting, or independently. Working knowledge of networking devices and printers. Knowledge and understanding of numerous software packages and operating systems. Ability to multitask while maintaining the quality of results. Excellent analytical, and problem solving skills.

TECHNICAL SKILLS:

  • Security Management
  • Active Directory
  • Windows Server 2008
  • Microsoft Exchange - Ports, Protocols and TCP/IP
  • Windows XP/Vista/7 MS Office 2007/2010
  • IE7/8/9/10
  • Google Chrome
  • Firefox
  • Bomgar
  • Remedy
  • Win7 Migration
  • Networking- Project Management
  • Vendor Management
  • Office 365
  • Cabling
  • Switches

PROFESSIONAL EXPERIENCE:

Confidential

Helpdesk Analyst

Responsibilities:

  • Provided support for the Confidential as an OCIO Service Desk Analysts
  • Service an enterprise environment with over 15,000 patent examiners
  • Troubleshoot LAN, WAN, and VPN connectivity incidents
  • Troubleshooting Microsoft Office 2010 and 2013
  • Experience with RSA Secure Manager, DOS command prompts
  • Utilized Active Role (Active Directory) to modify user accounts.
  • Recover files using EMC Avamar software
  • Update drivers via SCCM
  • Remote Control Viewer technologies via PC using Microsoft System Center 2012R2 Configuration Manager (SCCM), and Microsoft Lync
  • Application & Software troubleshooting: Microsoft Office Suite, Symantec End Point, WebEx, Microsoft Lync, Adobe Acrobat, and Printers (Local and Network)
  • Superior Customer Service and problem solving abilities.
  • Outstanding first call resolution statistics
  • Highly knowledgeable and efficient analyst resolving 15-25 tickets on a daily basis

Confidential

IT Support Technician

Responsibilities:

  • Troubleshooting wireless access points in DCPS classrooms
  • Configure Administrative staff wireless Dell Desktop computers
  • Configure Administrative staff wireless MacBook Air and MacBook Pro laptops
  • Troubleshoot desktops and laptops wireless connection
  • Configure students desktops and laptops connect to wireless network
  • Install and configure Microsoft Office 2013 applications
  • Install and configure Microsoft Outlook to Exchange Server
  • Re Image Dell OptiPlex, Dell Latitude and Lenovo Desktop computers
  • Re Image iMac, MacBook Pro, and MacBook Air
  • Configure iMac 10.X and MacBook Pro 10.X to connect to the network.
  • Change Window XP workstations to Domain name
  • Add memory and hard drives in Dell OptiPlex desktops and laptops
  • Run KMS (Key Management Service) Scripts to activate Windows Operating Systems on Microsoft Office 2010 and 2013
  • Create and close tickets in Remedy
  • Update open and pending remedy tickets to reflect technology issues that need to be escalated to the proper technician
  • Excellent and effective communication, and interpersonal skills.
  • Able to interface successful with all levels of senior management, support staff, technical and non technical personnel

Confidential

Helpdesk Desk Support

Responsibilities:

  • Install software, modify, and repair hardware
  • Upgrade memory, and hard drive in workstations
  • Created personal storage files (.pst) in Microsoft Outlook
  • Manage users emails in Microsoft Outlook using Auto Archive settings.
  • Troubleshoot outlook issues where user not able to receive or send emails
  • Manage Window 7 and Windows 8 workstations
  • Create, delete, rename users accounts in Active Directory
  • Apply solution by restoring broken or intermittent connection, adjusting software configuration install patches, and reboot system
  • Provide configuration and SharePoint Administration support
  • Coordinate and support VTC/Audio conferences
  • Provide level 2 end-user technical for Windows 7, Microsoft Office, Networking connection
  • Update ticket system to reflect work in progress or completion
  • Process incidents/request in a high pressure, time sensitive environment via phone, email, instant messaging, fax, and desk side
  • Excellent, effective communication, and interpersonal skills

Confidential

Customer Support

Responsibilities:

  • Served as point of contact for customer relation’s effort.
  • Created appointments and meeting using Microsoft Outlook
  • Created and manage supervisors shared calendar in Microsoft Outlook
  • Created and manage notes and tasks in Microsoft Outlook
  • Granted co - workers permission to documents in a shared folders on Windows XP operating system
  • Mapped to network drives using Windows XP Operating System
  • Provides direct customer support for clients that are interested in overall information pertaining to the Confidential
  • Monitor facility policies and procedures, in order to determine issues and/or discrepancies with identification scanning
  • Provides resolution for issues discrepancies to management for corrective action
  • Receives incoming inquires and call
  • Ensure appropriate response are provided and/or direct calls to the appropriate associates

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