Helpdesk Senior Analyst/Team Lead Resume Rockville, MD - Hire IT People

SUMMARY:

Skilled and proficient Helpdesk Analyst, with thorough knowledge of operating systems, software, and experienced in problem resolution. Proven customer service skills, high rate of incident resolution, and effective record of troubleshooting.

TECHNICAL SKILLS:

Operating Systems: Windows 10, Windows 8 & 8.1, Windows 7, Android, iOS

Hardware: IBM PCs and compatibles ( Confidential, HP), Macintosh; Switches and Wireless Adapter Cards, Hubs, Modems, NICs, Blackberry, iPhone and Samsung (Mobile Device), and printers

Software: Acrobat PDF Maker; Adobe Software (Acrobat Pro XI, Photoshop); Bomgar; Citrix; Corel Office Suite; Groupwise; IMAC; LANDesk; Remote Assistance; Remote Desktop; MacAfee; BMC MAGIC; REMEDY; MS Office Suite 2013; MXI Access Enterprise; MacAfee, Norton, and Symantec Antivirus; VPN, Snag It, Skype

PROFESSIONAL EXPERIENCE:

Confidential,Rockville, MD

Helpdesk Senior Analyst/Team Lead

Responsibilities:

Troubleshoot computer problems. Train and assist team members with operational procedures and incident tracking. Install software and resolve errors. Route unresolved remote issues to required departments for appropriate action. Write and submit daily reports to management. Assist the Remedy Group on the processes, templates, knowledge base, and incidents and routing of requests. Create Major incidents if an outage occurs. Attend weekly meetings with government Liaison Specialist with hot items and how to improve processes.
Create incident requests with MAGIC REMEDY and SOPs for the Customer Service Center. Create Report in Remedy. Handle the Avatier Password station for resetting network passwords. Use Bomgar, Remote Assistance, and Remote Desktop Connection to provide remote customer support. Grant user access to the NRC Web Mail and Citrix Remote Desktop. Handle VPN connection on the Work from Anywhere laptop. Setup workstation PC, and update the NRC Telephone Directory on servers. Assist user on accessing Citrix on Windows Operating Systems and Mac OS with the use of Firefox, Internet Explorer, Google Chrome, and Safari. Use ActiveRoles Server manage, automatically provision, reprovision, and deprovision users account.
Monitors Network in the Data Center. Create incident if routers or switches is down via remedy. Notify Point of Contacts if there’s no connectivity to the router or switch.

Confidential,Contractor, Rockville, MD

Helpdesk Analyst/Team Lead

Responsibilities:

Troubleshoot computer problems. Train and assist team members with operational procedures and incident tracking. Install company produce software and resolve errors. Route unresolved remote issues to required departments for appropriate action. Write and submit daily reports to management.
Create incident requests with MAGIC REMEDY and SOPs for the Customer Service Center. Handle the Avatier Password station for resetting network passwords. Use LANDesk, Bomgar, Remote Assistance, and Remote Desktop Connection to provide remote customer support. Grant user access to the NRC Web Mail and Citrix Remote Desktop. Handle VPN connection on the Work from Anywhere laptop. Create dial - up accounts, set up workstation PC, and update the NRC Telephone Directory on servers. Assist user on accessing Citrix on Mac OS with the use of Firefox. Use ActiveRoles Server manage, automatically provision, reprovision, and deprovision users.
Improved new-employee response time by creating innovative standard procedures. Started a resolution blog which allows employees to discuss recurring problems and advise them on suggested resolutions. Created a resolution blog which yielded a 70% resolution rate of incidents at first call.

Confidential,Rockville, MD

Junior Helpdesk Technician

Responsibilities:

Troubleshoot computer problems both in-house and for external clients. Setup workstation PC workstations with hardware and software for deployment. Train new employees on installing software and computer configurations. Manage the inventory in the Helpdesk Department. Install network cables for the deployment of PCs and video conference equipment. Assist customers with the installation of company produce software and errors. Set up VPN connection for users to work remotely.
Improved processes, and increased response rate by more than 50%.
Received commendation for excellent customer service skills.

We provide IT Staff Augmentation Services!

Helpdesk Senior Analyst/team Lead Resume

Rockville, MD

We'd love your feedback!

Resume Categories

Client Services

Job Seekers

Visa Sponsorship