Help Desk Analyst Resume Lake Arbor, MD - Hire IT People

PROFESSIONAL EXPERIENCE:

Help Desk Analyst

Confidential, Lake Arbor, MD

Responsibilities:

Troubleshoot and provide resolutions upon initial contact when possible, using password management tools, remote desktop, etc.
Escalate or re - assign tickets to other departments when required
Maintain accurate up-to-date status on all tickets.
Ensure no tickets are older than 3 days in personal queue.
Provide walk up/local IT support for hardware and software issues
Assist with mobile device issues.

Tech Analyst

Confidential, Bethesda, MD

Responsibilities:

Assisted users with login and navigation issues for five proprietary Confidential application.
Logged into SQL server to diagnose virus cause
Installed and troubleshooted VPN access for remote access user
Upgraded memory on dell laptop and desktops.
Added, edited, and deleted user profiles in Active directory, granted user
Admin rights in active directory and reset password in active directory.
Troubleshooted email connectivity issues with Microsoft outlook.
Took 110 calls and closed 80 tickets per day.

Department Manager

Confidential, Raleigh, NC

Responsibilities:

Processed data reports; shipping & receiving; facilitated team meetings
Provided excellent customer service, ensured adequate follow-up communications and issue timely status updates

Support Specialist Supervisor

Confidential, Raleigh, NC

Responsibilities:

Provided administrative oversight implementing & directing operation and activities
Provided supervision & leadership skills &facilitated development training agendas
Established program goals &objectives; assisted in organizational marketing, community outreach & special events

Payroll Team Supervisor

Confidential, Washington, DC

Responsibilities: