We provide IT Staff Augmentation Services!

It Help Desk Analyst Resume

Charlotte, NC

SUMMARY:

  • I am grounded in Information Technology with proven success administering tier 1 information systems.
  • My ability to adapt and learn quickly allows me to become a reliable go to person after completing required training.
  • My key characteristics and soft skills include results focused, works well independently as well as with a team, establish and maintains effective working relationships, positively influences others, communication, flexible, resilience against change and attitudes, solution oriented with an eye for detail, and high energy.

PROFESSIONAL EXPERIENCE:

IT Help Desk Analyst

Confidential, Charlotte, NC

Responsibilities:

  • Provide technical support for internal customers with high successful rate of first contact resolution
  • Effectively handle 40 - 60 customer contacts daily
  • Resolve customer issues involving VPN, RSA, Wireless, Microsoft Office Applications, Supply Chain, Piedmont Natural Gas Applications, Expense Reporting, CAPS Online, eMax/Maximo and many others
  • Reset end-users LAN, Mainframe, Unix and tier 1 applications passwords
  • Document end-user’s computers issues and troubleshooting steps using the BMC Remedy (PICCASO) ticketing system.
  • Use Remote Desktop application BOMGAR to assist customers remotely.
  • Train new teammates.
  • Create and update solutions the knowledge tool (Einstein).

Help Desk Analyst

Confidential, Charlotte, NC

Responsibilities:

  • Provided temporary support for a new merge of Confidential
  • Reset Passwords and trained new employees to use the password tool.
  • Documented work in a Confidential ticketing system.

Help Desk Analyst

Confidential, Charlotte, NC

Responsibilities:

  • Provided level one support to end-users with Lotus Notes, VPN, Internet Explorer and Windows 2000 and XP issues, Microsoft Office application issue, and Password related issues
  • Documented, resolved or escalated user computer issues using the Tivoli ticketing system.

Tech Support Lab Assistant

Confidential, Durham, NC

Responsibilities:

  • Refilled copy machines
  • Assisted technicians with building computers
  • Researched different IT related issues for Professor
  • Monitored computer lab

Hire Now