Helpdesk Analyst Resume Largo, Maryland - Hire IT People

SUMMARY:

Dynamic, highly credentialed and versatile information technology professional with more than 15 years of comprehensive project management experience in technical systems, deployment, and customer support. Reputation for building productive and positive relationships with diverse customers resulting in improved customer retention and loyalty. Exceptional work ethic enables consistent success in fulfilling company needs and facilitating breakthrough results that are guaranteed to exceed expectations. Recognized as a pioneering leader with proven ability in driving projects to completion through tenacity and focus on immediate goals and long - term objectives. Outstanding communication skills and expert proficiency in software, hardware, and diagnostic testing maximizes performance, productivity, and efficiency in any fast-paced work environment.

TECHNICAL SKILLS:

Customer Service
Technical Support
Industry Networking
Strategic Planning/Analysis
Problem Solving
Regulatory Compliance
Technology Deployment
Competitive Intelligence
Cost Control
Multi-Tasking
Project Management
Process Improvement

PROFESSIONAL EXPERIENCE:

Confidential, Largo, Maryland & Falls Church, Virginia

Helpdesk Analyst

Ability to maintain a positive image through successful customer interaction and issue resolution.
Experience working with Microsoft Outlook, Word, Excel and PowerPoint.
Follow several Standard Operating Procedures (SOP) to adequately process tickets.
Answer calls and emails while documenting and researching tickets using remedy tracking systems.
Reset passwords and unlocked accounts.
Upload Personally Identifiable Information (PII) onto SharePoint.
Work extensively with Active Directory on a regular basis unlocking accounts and resetting passwords.
Establish a strong ability in troubleshooting and problem solving and ability to work effectively in a fast-paced environment under deadline pressure.

Confidential, Reston, Virginia

CAO Support Analyst

Ensured that questions were addressed in a timely manner.
Assisted in the training of new staff and followed department guidelines for quality standards.
Contributed in the development of new resources to help drive an efficient and current end user support model.

Confidential, Silver Spring, Maryland

IT Specialist

Delivered excellent customer service, developed and maintained effective interpersonal relationships with a broad range of personnel at all levels.
Provided technical support to customers who needed advice, assistance, and training in applying hardware and software systems.
Worked extensively with Active Directory on a daily basis resetting passwords, unlocking accounts, editing and creating GPOs, creating users, groups, and OUs, and editing security permissions.
Installed and provided service for Cisco VPN users.
Document and track tickets in Remedy and Confidential tracking systems.
Provide hardware problem diagnosis and LAN connectivity support.

Confidential, McLean, Virginia

Desktop Support Specialist

Endowed phone support to users in the areas of email, directories, standard Windows desktop applications and applications developed or deployed under this contract.
Delivered effective and efficient management, protection and use of information and information systems supporting KEANE Federal Systems/Department of State.

Confidential, Englewood, Colorado

IT Specialist

Utilized Dameware and SMS remote desktop to assist with emergency computer problems.
Documented solutions to problems and recommended fundamental changes to system configurations to prevent recurrences.

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Helpdesk Analyst Resume

Largo, MarylanD

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