IT Service Desk Analyst Resume Upper Marlboro, MD - Hire IT People

TECHNICAL SKILLS:

HARDWARE KNOWDLEGE: Acer, Dell, Gateway, Installing and setting up Windows XP, Vista, 7 and 8,Operating Systems, Cisco IP Phone, Android.

SOFTWARE KNOWLEDGE: Windows 7, XP, and 8.1, Windows Server 2012, Microsoft (Word, Excel, PPT, Visio, Access), Cisco Packet Tracer, Oracle VirtualBox, Adobe, LogMeIn, Outlook, ShoreTel.

NETWORK SPECIALTIES: Knowledge of Microsoft Network Operating Systems, Advanced System Administration with Active Directory Services, Technical Troubleshooting.

COURSE KNOWLEDGE: CompTIA A+ Desktop Hardware, CompTIA A+ Desktop Operating Systems, Linux Operating Systems, Microsoft Network Operating Systems, Network Essentials, Routing Protocols and Concepts, LAN Switching, WAN Technologies.

TECHNICAL COMPETENCIES: Level Tier 2 experience, Installed, maintained OS for 100+ users, add multiple users to domains, create accounts and separations. Utilize Service Now via ITworks ticketing system to create all documentation for incident for incidents, Service Request, Escalations, Tasks and Problem tickets. Configured GPO’s and assigned passwords and permissions to users.

Remote tools: used includes Remote Desktop Connection, Bomgar, Teamviewer, Webex and Join.Me.

PROFESSIONAL EXPERIENCE:

Confidential, Upper Marlboro, MD

IT Service Desk Analyst

Provided high quality, 1st - and 2nd-tier technical support to UMUC students, faculty, and staff.
Answer, identify and resolve calls and tickets for assistance received through emails, calls or tickets and follow-up on end user issues, where necessary to ensure customer satisfaction.
Ability to collaborate in a team setting
Create KB articles for ITWorks.
Participate in IT Service Desk meetings, on call schedule once a month for a week and work committees.
Provided technical support in:
Softerra LDAP Administrator 2011.2 Online Learning Environments • Service Now PeopleSoft ERP •Active Directory •Google Applications • Password Management • ITworks • Salesforce.

Confidential, WASH, DC

IT Support Specialist (Help Desk)

Provide Excellent Customer Support
Answering incoming customer calls and help clients with their IT technical issues
Follow up and solving IT incidents
Escalate incidents to Level 2 when unable to resolve the issue via ticketing tool
User Management
Responding to incoming emails
Ensuring that service quality levels fully meet expectations

Confidential, Washington, DC

IT Help Desk Assistant

Accepted technical support calls from within firm and remote firm locations
Assisted the Information Systems Manager
Troubleshoot and resolved end-user hardware, operating system, and software- related problems on-site and remotely
Troubleshoot and resolved basic network and server access problem for end-users

Confidential, Arlington, VA

IT Teachers Assistant/ Financial Aid Support

Worked alongside IT Professor to support learning activities
Act as a specialist assistant for particular IT subjects
Tutor and mentored college students.
Conduct student interviews and analyze their official documentation.
Hand out assignments and grade papers.

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It Service Desk Analyst Resume

Upper Marlboro, MD

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