Help Desk Analyst RDC Tier2/Tier3 Resume Silver Spring, MD - Hire IT People

OBJECTIVE

To excel in a long term position in technical support analyst utilizing my lengthy and broad experience in providing Windows desktop, intranet, and server hardware / software support that encourages collaborative team work .

SKILLS & ABILITIES

Bilingual Spanish/English
Great written and oral communication skills
Ability to read and analyze legal documents and technician reports.
Competitive research and analytical skill.
Capability to provide outstanding customer service.
Exceptional knowledge of company application.
Able to identify and solve problems.
Capable to meet deadlines.
Able to install and update software and perform each duty
Able to serve as a liaison between management and staff.
Outstanding leadership, management and organizational skills.

TECHNICAL SKILLS

Certification: CompTIA A+

Software Application: Microsoft Office(Word, Excel,PowerPoint,Outlook) Firewall, Backup . SAP, As400, Tivoli, Opal, Duke system, Active Directory, Microsoft Deployment Tools, Operating System Deployment and Windows Image, Salesforce

Operating Systems: Microsoft Windows XP, Vista, 8.5, 10 and server 2003 and 2008r2, Android and Apple mobile OS .

Hardware: Desktop, Laptop, Printers, Scanner, Tablets, Routers, Switches

Network Protocols: TCP/IP, FTP, DNS, DHCP, SSH, VPN

PROFESSIONAL EXPERIENCE

Confidential, Silver Spring, MD

Help Desk Analyst RDC Tier2/Tier3

Responsibilities:

Migrate clients system and end user data from windows XP to windows 7/10, resolve simple and complex work station integration and networking issues at the hardware, software and operating systems levels
Ability to maintain the integrity and confidentiality of Government sensitive information, refresh, Imaged, PC configuration, Active Directory and Remote Desktop Tools, Check Point End Point Security, Microsoft Deployment Tools and Dell Data Migration, Install equipment, Active Directory, password reset .
Responsible for resolving end user’s technical issues through phone and help desk support, Assists customers with local or off - side support, analyzes incidents and determines level support required, Apply diagnostic techniques to identify problems, investigate causes and recommend solutions resolve incidents on first contact or escalate to the appropriate queue for resolution .prioritize calls and provide as required for Service level Agreements (SLAs), Public Trust Clearance

Confidential, Silver Spring, MD

Senior Help Desk Tier 3

Responsibilities:

Provide excellent technical support, troubleshoot hardware/software and TCP/IP connectivity expertise, supporting more than 20,000 end users at multiple physically diverse location in the entire US . Perform PC repair, image, migration tools and deployment, build work stations, test scanners, printers, servers, RDC support, perform upgrade, diagnose operating system, wireless configuration install/troubleshoot. Communicate effectively, track and update all incidents, open and close tickets, password reset, respond technical request via inbound phone calls, email, chat from end users, schedule coverage personal, timesheets. Liaison between management and customers provide outstanding support fluent in Spanish/English technical support . Expert on using Sales Force, Tivoli, Opal FPL, Duke, Slack, As400, SAP platforms, cloud . Active Directory OS: Microsoft Windows XP, Vista, 7, 8.5, 10 and Server 2003 and 2008r2 I was awarded employee of the year in multiple occasions for excellent service and dedication to Global Express.
I have resigned with 2 weeks notice, I have a better job offer to work with Confidential

Confidential, Mclean, VA

Network Support Analyst

Responsibilities:

Serve as point of contact, monitor, diagnose and troubleshoot network issues protocols such as TCP/IP, Administer and support Microsoft platforms and applications, escalate and dispatch issues to field techs, open/close tickets, password reset, active directory . Install, configure and troubleshoot resources on the network on many environments utilizing frame relay network topology, take ownership of all incoming calls escalated from tier 1 and 2 to ensure that issues are routed properly and resolve in a timely manner, follow-up calls or request via emails, chat, direct inbound calls . Liaison between all IT departments support groups, resolve complex problems, document procedures, provide outstanding technical support, strong attention to detail on a fast paced environment .

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Help Desk Analyst Rdc Tier2/tier3 Resume

Silver Spring, MD

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