Help Desk Analyst Resume

SUMMARY:

Actively pursuing an Associate’s degree in Cyber Security with a targeted focus in networking infrastructure, and forensic investigative processes.
Natural born leadership skills that shine in professional environments. The ability to multi - task and manage on-going and projected projects are one of my strongest qualifications.
Superb interpersonal, communication, planning, sales abilities, and creating reports.
Ability to troubleshoot Window and OS X operating systems and Microsoft Office Applications, as well as configuring network devices, and LAN environment.
Solid problem-solving ability in high demand professional environments. Ability to work with little to no supervision.
Ability to investigate the appropriate solutions to serve client’s needs, report progress in ticketing software, managerial reports, and following up to ensure timely service.
Able to manually configure hardware systems for upgrades, and image machines to manage multiple system environments.
Add and manage server functions through Active Directory.
Update existing Intranet and Internet sites as needed.

TECHNICAL SKILLS:

Platforms: Linux/Unix OS X, Microsoft Windows - Server 2008, XP, Vista, 7, 8, 10

Programming Languages: Pseudocode, Scripting, HTML, Java

Software Tools: TeamViewer, Windows Remote Desktop, Chrome Remote Desktop, Remedy, Salesforce, Access Data FTK Imager, Autopsy, PowerShell, Command Prompt, Bash, Oracle Java EE, Oracle VM Virtual Box, Windows Virtual PC, VMware, Dream Weaver, Wix, NetBeans, Eclipse, Vi/Vim, Emacs, Norton, AVG Anti-Virus, ESET, Webroot, Microsoft Office Applications, Power ISO, Active Disk Image

PROFESSIONAL EXPERIENCE:

Help Desk Analyst

Confidential

Responsibilities:

Maintain the function and use of user accounts, security groups, domain controllers, forest groups, object controls and application specific controls in Active Directory.
Manage, maintain, and install replication of images for software and hardware upgrades, perform regular server backups to the cloud.
Implement policies according to client updates in the Active directory forest and groups.
Intake client request via email or phone and document appropriately in ticketing software system. Remote access client machines to solve ticket request.
Provide a day to day assessment on current security policies through virus protection software and install necessary updates as needed. Provide a report on the security task that are done and any quarantined files that were added to the list.
Setup approved software applications and remote login credentials to clients. Problem solve high ticket queues with staff to provide exceptional IT support.
Generate reports on daily, weekly, and monthly task outlining any forecasted goals and concerns to implement. Provide assessments and knowledge to Tier I/II staff in order to provide the essential skills to complete high level tickets.

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