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Help Desk Tier 1 Analyst Resume


Highly motivated Desktop Support Technician with experience in diagnosing, troubleshooting and resolving client issues. Outstanding customer service and application support including installations and upgrades. Articulate, proactive and personable communicator with excellent skills in client and vendor relations


  • Windows Server 2008
  • Microsoft Exchange
  • TCP/IP Ports and Protocols
  • SharePoint 2010
  • Windows XP/7/8.1
  • Office 365
  • IE 7/8/9/10
  • Google Chrome
  • Firefox
  • Bomgar
  • Windows OS Migration
  • Remedy



Help Desk Tier 1 Analyst


  • Troubleshoot moderately complex issues without unnecessary escalation
  • Initiate password resets, unlock accounts, assign group policies in Active Directory
  • Create, update, resolve, close and escalate tickets using Touch Point ticketing system
  • Display extraordinary customer service to end users and internal customers


Desktop Support


  • Configuration and deployment of Zebra models ZD410 and QLN220 printers
  • Reservation of IP addresses in DHCP server
  • Troubleshoot LAN connectivity issues
  • Maintain inventory and update databases to reflect deployed equipment
  • Assist network engineer with tablet, air card, iPhone, and printer configuration
  • Assemble pelican cases with appropriate equipment for deployment
  • Resolve tickets in RT Ticketing System and login and password issues in Deltek time keeping software




  • Install software, modify, repair and resolve technical issues
  • Display excellent customer service skills
  • Develop quick reference guides to assist end - users with challenging software applications features
  • Manage Windows 8.1 and Windows 7 workstations
  • Ensure that Remedy/Spiceworks tickets are resolved and completed to the client’s satisfaction
  • Active Directory - Account creation, password resets and group policies
  • Develop client SharePoint Foundation 2010 sites and provide support as needed
  • Initiate troubleshooting process when necessary, including root cause analysis for desktop, laptop and printers (local and network)

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