Tier 1 Help Desk Analyst Resume

SUMMARY:

Self - motivated Desktop Support Technician with experience in diagnosing, troubleshooting and resolving client issues, with outstanding hardware maintenance, application support and training, installations and upgrades.
Articulate proactive and personable communicator with excellent skills in client and vendor relations.
Highly skilled in customer service.
Proven ability to manage multiple troubleshooting tasks simultaneously while maintaining the quality of results.
Excellent analytical problem solving skills.

AREAS OF EXPERTISE:

EXPERIENCE:

Confidential

Tier 1 Help Desk Analyst

Responsibilities:

Install software, modify and repair hardware and resolve technical issues
Provide base level IT support to non-technical personnel within the business
Display courtesy and strong interpersonal skills with all customer interactions
Develop quick reference guides to assist end-users with challenging software application features
Create and manage new user accounts using Windows Server
Manage Windows 7 Professional and Windows 10 workstations
Ensure that Remedy tickets are resolved and completed to the clients’ satisfaction
Develop client SharePoint Foundation 2010 sites and provide support as needed
PC refresh and migrating Windows 7 to Windows 10
Provide initial troubleshooting of problems including root cause analysis for desktop, laptop, and printers (local/network)
Provide configuration and SharePoint administration support for Naval Financial Management
Coordinate and support VTC/audio conferences
Provide level 2 end-user technical support for Windows 7/10, Microsoft Office, and network connections
Update ticketing system to reflect work in progress or completed

Confidential

Impact Retail Merchandiser

Responsibilities:

Read and follow a plan-o-gram to effectively complete project work.
Have a working knowledge of merchandising and retail terminology.
Perform duties such as maintaining store shelf standards and inventory, including rotation of products displaying merchandise properly, placing shelf strips and attaching tags properly, checking date codes and plan-o-gram integrity, and processing pack outs, restocks and reorders as necessary.
Partner with store personnel and co-workers to achieve and maintain merchandising excellence, discuss changes, and build and effective working relationship.
PC refresh and migrating Windows 7 to Windows 8
Set up, operate and maintain equipment used in electronics department such as laptops, desktop computers, printers, gaming systems and monitors.
Configure Android and Apple mobile devices

Confidential

Customer Service Clerk

Responsibilities:

Greet customers and ascertain what each customer wants or needs.
Instruct staff on how to handle difficult or complicated sales.
Maintain knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices.
Refer unresolved customer grievances to designated departments for further investigation.
Confer with customers by telephone or in person to provide information about products and services, to take or enter orders, cancel accounts, or to obtain details of complaints.
Assign employees to specific duties.
Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments.