IT Help Desk Analyst Resume Charlotte, NC - Hire IT People

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:

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: