Support Center Analyst Resume Reston VA - Hire IT People

SKILL:

Proficient in Microsoft Office Suite Software - Word, PowerPoint, Excel, Outlook.
Possess superior oral, interpersonal and written communication skills.
Outstanding work ethic, team player with excellent customer service skills.
Ability to work in a fast paced environment, hardworking, and dedicated to mission success.
Effective communicator and experienced in multitasking.

WORK EXPERIENCE:

Confidential - Reston VA

Support Center Analyst

Work as a IT analyst providing tier 1.5 technical support to 300,000 users primarily with the Department of the Interior.
Answer 30 Calls a day, multitasking, entering incidents on BMC Remedy, and troubleshooting while engaging with the customer.
Used Bomgar software for Remoting into Users computers for further technical support.
Identifying, analyzing, resolving tickets for Website errors, Printer issues, Software glitches
Used Active Directory for Password resets/account unlocks, Email Distribution list creation
Used SCCM for software installs as well as did manual installs using Admin Rights remote and desk side
Assist users with Junos Pulse Secure VPN Connectivity/Troubleshooting
Assist users with Citrix Virtual Desktop functionality

Confidential - Reston, VA

Help Desk Analyst

Work as a Help Desk Analyst Providing software support to 10,000 SAMHSA Users.
Answer 30 Calls a day, Multitasking, entering incidents on BMC RemedyForce and troubleshooting while speaking to the customer on telephone.
Create incidents on Microsoft Team Foundation Server Referring other issues to the proper organization for resolution.
Identifying, analyzing, and resolving inquiries for User Accounts/How to's/Site Navigation.
Assisting with writing/ following work instructions to provide effective customer service.
Work on test scripts to test the cdp.samhsa.gov UAT environment.

Confidential - Arlington, VA

Technical Support Specialist

Work as a Technical Support Specialist for a start-up IT consulting firm.
Primary duties include performing a variety of professional, technical and analytical duties in the operation of Windows Server 2008R2 enterprise servers, WordPress publishing platforms and VMware services.
Additional duties include analyzing, detecting and identifying technical problems and deficiencies within the test environment to ensure proper technical steps are taken for implementation.
Interacted with Technical lead to solve error messages and provide recommendations for reducing problems.