HelpDesk Specialist Resume Vienna, VA - Hire IT People

TECHNICAL SKILLS:

PROFESSIONAL EXPERIENCE:

HelpDesk Specialist

Confidential, Vienna, VA

Responsibilities:

Provide Tier 1 application support for unclassified and classified Web - based applications
Receive inbound customer calls and email inquiries, analyze problems, research solutions and provide solid answers easily understood by the customers
Ensure issues are fully documented in the help desk ticketing system application
Assist Financial Analysts with running reports in Portal
Lead on weekly Query Meetings
Password resets
Account Unlocks

Service Desk Administrator

Confidential, Vienna, VA

Responsibilities:

International Assistance Case Manager

Confidential, Rockville, Md

Responsibilities:

Laptop, VIP, Desktop Image, Network Printer Support, Personnel Hardware Moves.
Support includes hardware and software problem resolution, equipment Installation/Move/Add/Change, and data migration.
Responsible for timely resolution of assigned incident
Update tickets within established Service Level Agreements (SLA). Current desktop images include XP, Win7 and MAC OS.

Tier 1 Help Desk Specialist

Confidential

Responsibilities:

Respond to and diagnose user issues, attempting first call resolution escalate unresolved incident requests to tier II, network services, software systems engineering or applications development to restore service documents, tracks, and monitors service calls via Remedy completes password resets and account administration with Active Directory
Remote software installations and configurations

Helpdesk Analyst

Confidential, Vienna, VA

Responsibilities:

Homeland Security cleared for GSA contract
Support vendors with registration and download modules reset password and navigate vendors through quarterly reporting site
Troubleshoot connection issues
Document problems, complete tickets and request information in Remedy escalate to tier II for unresolved issues

Helpdesk Analyst

Confidential, Beltsville, MD

Responsibilities:

navigated domestic and foreign entities with online registration of food facilities to ensure compliance with the Bioterrorism Act of 2002
Assisted with password resets, connection and basic hardware issues resolved system issues in order to maintain service and input trouble ticket in Remedy

Special Case Worker

Confidential, Washington, DC

Responsibilities:

Delivered emergency communications to deployed soldiers
Investigate message for factual discrepancies and authenticity according to military standards
Document research into proprietary software for follows up

International Assistance Case Manager

Confidential, Washington, DC

Responsibilities:

Providing case management and review for subscribers with emergency medical assistance while traveling abroad from prescription refill to repatriation of remains.
Communicate with medical specialists for the purpose of coordinating care for subscribers cash advances, bail bond postings and translation /interpretation assistance would also be a daily part of my duties
Multitasked several cases while performing daily administrative duties