Help Desk Analyst Resume Largo, MD - Hire IT People

PROFESSIONAL SUMMARY:

Over 7 years of customer support experience in technical environments.
Ability to analyze, troubleshoot, and resolve technical problems.
Quick to learn and master new technologies; equally successful in both a team and self - directed settings.
Strong working experience with Microsoft Office, networking, software, hardware, OS and security applications.
Provide hands-on and phone troubleshooting for PC and enterprise printing issues with end-users.
Analytical and problem resolving ability, with a track record of enhancing operations.

TECHNICAL SKILLS:

OS: Windows 2000/XP/ME/7, iOS

Software: Microsoft Office XP/2000/7 (Word, PowerPoint, Excel, Access)

Networking: Tier 1 and 2 support - TCP/IP, LAN/WAN, VPN

PROFESSIONAL EXPERIENCE:

Confidential, Largo, MD

Help Desk Analyst

Provide first level support for all Technical Support issues. Ensure high quality customer service to all Customer Care Center customers on all supported network configurations, hardware, and standard operating environments.
Provide accessible, courteous, quality and responsive Level I Help Desk support to all Customer Care Center customers.
Respond to customer calls, e-mails, v-mails or other contacts to the Customer Care Center and resolve customer problems.
Monitor and keep customers informed of the status open tickets.
Document and track all issues thoroughly in Salesforce to make certain that all issues are addressed within appropriate timeframes.
Maintain extensive knowledge of Customer Care Center Policies and Procedures

Confidential, Washington DC

iPad Refresh Technician

Providing exceptional customer service in an enterprise environment deploying iPads.
Assisting end users with initial setup of new iPad.
Troubleshooting issues with transfer of end user information from old iPad to new iPad.
Assisting end users with tier 1 iPhone issues.
Assisted senior technicians in asset management.

Confidential, Baltimore, MD

On-Site Technician

Provide quality service to over 1,000 end users on-site and off-site.
Create and respond to Service Now incident ticket requests as a First Responder.
Assisted network team with tier 1 network connectivity issues.
Troubleshoot software compatibility issues in a Windows Vista/7 environment.
Install software on PC’s and laptops for end users on and off site.
Repair printers for immediate use or spares.
Replace toners in printers.
Support over 1,000 PC’s, printers and specialty machines.
Modify and/or enhance existing operating procedures.

Confidential, Washington, DC

Administrative Assistant

Handled technical troubleshooting within an enterprise environment, including system crashes, system latencies and data recoveries.
Created websites for consumers and assisted in the general upkeep of company websites.
Developed new sales relationships to increase business volume.
Brought in new customers while retaining existing ones.
Researched potential clients.

Confidential, Columbia, MD

Legal Assistant

Confidential, Laurel, MD

Store Manager

Delegated tasks to employees daily and conducted daily shift huddles with employees.
Reviewed and filed daily paperwork.
Conducted general store operations.
Efficiently trained employees.
Handled primary diagnostics for customer electronics.