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Service Desk Analyst Resume

Alexandria, VA


  • Attention to Detail - Is thorough when performing work and conscientious about attending to detail ; dedicates focus to accomplish tasks that are complete, precise and accurate to a given IT situation.
  • 12 years supporting Windows desktops and laptops, including Windows 7/8, Windows 10, Microsoft Office suite, including Office 2010/2013, Microsoft Outlook, Office 365
  • Customer Service - Works with clients and customers to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services.
  • 5 years of hands-on desktop support experience in a Fortune 500 organization
  • 3 years of specialized experience in private industry, public service, non-profit or volunteer work, Active Directory Administration
  • Oral Communication - Expresses information to individuals or groups effectively, taking into account the audience and nature of the information; makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately.
  • Expert supporting VPN client, Antivirus, desktop networking, PDAs
  • Expert with Remedy helpdesk ticketing system, remote access tools, wireless network troubleshooting, installing PC hardware and software upgrades
  • Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.
  • Knowledge of troubleshooting Dell and HP desktop PCs, and laptops
  • Excellent communication, customer service, professionalism and political tack skills
  • Excellent desktop troubleshooting, diagnostic and root cause determination skills


Operating Systems : Installing, Configuring, and Administering Windows 10, Windows 8/7

Application Software : MS Office 2010, 2013, Adobe Acrobat, Cisco VPN, RSA Authentication, Active Directory, Data Armor Encryption, MobiKey, MS Outlook 2010/2013, Symantec Ghost and Anti Virus Enterprise, Blackberry Desktop Manager, Lotus Notes, NetMeeting, Centre-ware Internet services, Web Image Monitor, DameWare Remote Tool, Retina Scan, IAVA, NetIQ Directory and Resource Administrator, Citrix, ARS (Active Role Services)

Tracking Ticket Software : Remedy Ticketing System and FootPrints

Network Configuration: Ethernet connectivity, WiFi, Confidential MIFI devices, VPN, Remote Desktop, Network Printers


Confidential, Alexandria, VA

Service Desk Analyst


  • Establish tier 1 as the single point of contact for all user requests and incidents
  • Maintain full ownership of ticket through its lifecycle
  • Provide first call resolution or triage for all calls
  • Ensure that for every call and/or reported event a ticket is created in both a timely and accurate manner. This one call/one ticket method provides effective tracking of all incidents and service requests. In the cases where a single incident has effected multiple users, this method of creating a ticket for each reported instance and attaching it to a master ticket will allow for impact analysis on the outage
  • Verify user contact and asset information, categorize ticket accurately, and populate ticket with full description of event
  • Utilize the knowledge base and other support documentation to identify, isolate, diagnose and resolve end users technical problems and provide information and status as requested
  • Enter all troubleshooting performed and, if applicable, the resolution
  • Escalate tickets to the appropriate support group if required by warm transfer
  • If support requests cannot be resolved expeditiously, or if the team lacks the permissions or access to correctly resolve the incident/service request, then the issue is escalated to the appropriate support team including the Desk Side and Network Operations team


Computer Tech Support Analyst Sr.


  • Provides technical, operations, and training support to users of company's personal computers either by telephone or on-site relative to desktop hardware and software packages.
  • Performs hardware diagnostics and coordinates repairs.
  • Assists in planning and designing personal computer support systems.
  • Acts as liaison for data transfer systems design and implementation.
  • Installs and tests personal computers, printers, and other peripherals; configures operating system, shrink-wrap programs, and applications software programs.
  • Develops reports and databases.
  • Provides technical support for personal computers.




  • De-provisioning user accounts from former base OU to current Base OU
  • Provision user accounts to the correct OU
  • Adding users to Security Groups using NetIQ Directory and Resource Administration
  • Performs setup of user accounts and responds to request for network account adds, removes, changes
  • Reactivate and Disable accounts, assisting with Confidential forms
  • Trains employees on the process of entering tickets for account creations
  • Trains employees on the process of creating user accounts
  • Installs and tests personal computers, printers, and other peripherals; configures operating system, shrink-wrap programs, and applications software programs. Develops reports and databases. Provides technical support for personal computers.




  • Experience with DOD, DON, and NMCI information processing standards, policies, and procedures to analyze and advise managers on systems matters and evaluate the needs for changes in existing policies and procedures.
  • Experience and skill in applying requirements analysis principles and methodology; acquisition management policies and procedures; analytical methods and practices; and oral and written communication techniques sufficient to conduct analyses and recommend resolution of issues
  • Experience using Navy Reserve IT architecture and enterprise application to ensure communication, training, readiness, administration, and mobilization of Navy Reserve personnel
  • Working with NMCI supporting Reservist
  • Reactivate and Disable accounts using Active Directory, assisting with Confidential forms
  • Create logical moves of user accounts/exchange accounts
  • Responding to NMCI Trouble Tickets using Remedy
  • Ability to map users to network printers and install standalone printers
  • Provide superior support to high level clients

Confidential, VA



  • Answers and responds to various IT support requests regarding desktop equipment, network and software problems, and user application questions.
  • Responds to issues posted to the on-line help desk database and ensures assigned tickets are current in the system.
  • Operates and supports A/V and video- conferencing systems as needed.
  • Plans, organizes and performs hardware and software system configuration, upgrades and maintenance on personal computers.
  • Installs operating systems and application software on PCs.
  • Updates department asset inventory system with changes and assets are moves between locations. Diagnoses problems with hardware and software and performs maintenance or upgrades to remedy the problems.
  • Reviews, tests, and installs new and updated software releases of both standard and customized office automation products.
  • Performs setup of user accounts and responds to request for network account adds, removes, changes, and password resets using Active Directory.
  • Checks for vulnerabilities using Retina scan and IAVA for patching
  • Load computers with government-furnished system images.

Confidential, ALEXANDRIA, VA



  • Provide Tier II level IT support and trouble call resolution.
  • Resolve trouble calls over phone and through email.
  • Use remote tools such as remote desktop to identify, analyze and resolve trouble issues.
  • Provide follow-up service to end-users to ensure that service provided by the Customer Support Division has addressed their needs in a timely and efficient manner
  • Performs setup of user accounts and responds to requests for network account adds, removes, changes, and password resets.
  • Load computers with government-furnished system images.
  • Assist users with data backup and restore, and installation of software applications.
  • Assist with the setup of Video Teleconferencing sessions, using Polycom scheduling software
  • Perform in-depth troubleshooting of desktop, and laptop computers, printers, scanners, and connected peripherals.
  • Provide input for support processes and submits resolutions to Team Lead for inclusion into the Knowledge Base System




  • Perform network printer setup using DHCP servers to reserve IP addresses and Print Management to add printers and printer drivers to the Windows 2008 R2 Enterprise server.
  • Add Network Scanners as well as setup Network folders for scanning from the copiers.
  • Perform setup and troubleshooting of network printers, scanners, and other multi-function devices.

Confidential, WASHINGTON, DC



  • Plans and delivers customer support services, including PC installations, configuration, troubleshooting, customer assistance, and/or training of Windows PCs, Microsoft Windows 7 & 8, and MS Office applications in response to customer requirements.
  • Serves as a technical specialist in capacity management, system inventory and performance management. Identifies performance deviations from service level objectives, and determines problem resolution.
  • Collects, evaluates, and summarizes capacity, performance, problem, resource, and workload data to recommend configuration changes for maximizing the effectiveness and efficiency of installed technology.
  • Researches workstation hardware, and software, to ensure compatibility with customer requests.
  • Performs planning, design, and integration of systems views for compatibility.
  • Evaluates the technical specifications and features of new products. Performs product comparisons, feasibility and cost-benefit analyses, and performance/compatibility testing. Makes implementation recommendations to management.
  • Support other Information Technology departments including providing support to Tier 1 Customer Support, and serving as queue manager for escalated service desk tickets.
  • Lead project staffs responsible for managing, administering, developing, and/or maintaining information technology solutions.
  • Coordinate project activities in order to ensure that efforts are initiated and completed on schedule and within budget.

Confidential, WASHINGTON, DC



  • Working under the contractor Confidential Professional Staffing
  • Supporting the entire Walter Reed Army Medical Center
  • Using Unicenter Remote Desktop to resolve issues remotely
  • Responsible for PC imaging of Desktops and Laptops using Ghost Software
  • Installing ActiveClient and configuring CAC cards
  • Maintain IT configuration for extensive, complex, multi-tasked systems
  • Printer setup and support including the mapping of printer and share drives
  • Configure and resolve MS Outlook issues
  • Ensure availability, functionality, integrity, and efficiency of complicated systems
  • Develop and document standard operating procedures for advanced computer systems.

Confidential, MCLEAN, VA



  • Supporting 500 Bearingpoint users
  • PC imaging of Laptops using Ghost Software
  • Configure VPN
  • Oversee the installation and integration of advanced systems, fixes, updates, enhancements.
  • Printer setup and support including the mapping of printer and share drives
  • Configure and resolve MS Outlook issues
  • Speaks with Clients to determine resolution to IT related issues
  • Oversees purchase and repair of Laptops by contacting outside clients (Dell and Lenovo) to replace warranty parts
  • Replacing motherboards and LCD screens

Confidential, Arlington, VA



  • Supporting 5000 Confidential users
  • Ability to be tenacious and follow through with complex issues to ensure customer satisfaction.
  • Re-image hard drives using Ghost Software
  • Configured VPN
  • Supporting users remotely using DameWare
  • Implement security procedures and tools.
  • Set up and Reset user passwords\ application passwords
  • Printer setup and support including the mapping of printer and share drives
  • Installation of standard operating systems and required application software
  • Resolve MS Outlook and Lotus Notes issues
  • Installed and Configured Blackberry’s

Confidential, Greenbelt, MD



  • Manage Cisco Routers (2500, 3000, 4000) and 3Com Switches using Unity Event Tracker
  • Pinging 3Com Switches/Hubs and Cisco Routers/Switches using Ipswitch, What s Up Professional 2006
  • Disabling/Re - enabling port security on Cisco Routers (2500, 3000, 4000) and 3ComSwitches using Telnet or SSH
  • Answer calls in a timely manner
  • Enter help desk tickets using Magic Service Desk
  • Contact Cisco or Nortel to request replacement parts
  • Follow up with Work Orders for all replacement/defective parts
  • Provide on-site monitoring and report network operation events 24 hours a day, 7 days a week (24x7) including weekends, COOP Events, holidays, and surge situations. Monitor notifications created by configuration items and monitoring tools. Ensures event notifications are logged in the event records database.
  • Provide troubleshooting services 24 hours a day, 7 days a week (24x7) including weekends, COOP Events, holidays and surge situations - this work may require some onsite support dependent on network classification and remote inaccessibility. Provides on-site support for designated COOP locations, planned events, and exercises.
  • Provides daily operational status reports.
  • Ensures that all networked systems maintain high integrity and security from both internal and external threats.
  • Identifies problems, categorizes, prioritizes, and troubleshoots systems and networking issues in a timely manner.
  • Coordinates with other team members to resolve problems.

Confidential, Wash, DC



  • Perform Tier I & II support using Remedy and tracking systems
  • PC imaging using Ghost Software
  • Configured Dial-up
  • Installing ActiveClient and configuring CAC cards
  • Supporting users remotely using LanDesk
  • Resolving hardware and software issues
  • Set up and Reset user passwords\ application passwords
  • Printer setup and support including the mapping of printer and share drives
  • Installation of specified hardware and software
  • Resolve MS Outlook issues
  • Monitor and resolve assigned issues received through the call-tracking system
  • Installed and Configured Blackberry’s

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