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Desktop/helpdesk Analyst Tier Ii Resume

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Mclean, VA

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TECHNICAL SKILLS:

Software:: Microsoft Office Suite 2000, 2003, 2007, & 2010 (Access, Excel, PowerPoint, Word); VTC, Microsoft Windows Operating Systems 2000, XP, Vista, and Windows 7 - 10; Norton Ghost; Checkpoint/Endpoint/Pointsec/FileVault Encryption; installing drivers; installing soft, pki, and device certificates; SharePoint; basic HTML, blogs, and wikis; basic understanding of database and SQL

Hardware:: Cisco IT Essentials (PC software and hardware); HP desktops & laptops; Mac OSX; Dell desktops & laptops; Lenovo ThinkPad laptops; HP printers; general computer builds and repairs; hardware installations and swaps; BlackBerry configuration

Support:: Helpdesk/desktop: escalation and documentation on ticketing system, customer service support (email, phone, and in person)

PROFESSIONAL EXPERIENCE:

Confidential McLean, VA

Desktop/Helpdesk Analyst Tier II

  • Used Cherwell Management system in order to successfully receive and control the status of daily assigned tickets.
  • Was apart of the help desk team that received the 2017 HDI Team Excellence Award for excelling in customer service and operations.
  • Used WebEx applications in order to enable VTC capabilities for the end-user.
  • Used Reservations system in order to view and troubleshoot scheduled VTC meetings.
  • Answered an average of 25 daily customer calls in order to help reach the targeted goal for the day.
  • Implemented device, pki, and soft certs onto government Checkpoint Encrypted Mac and Windows machines in order for customer to be able to access network and send/receive encrypted emails.
  • Inserted work machines onto a MAB (Mac Auto-Bypass) in order for machines to have direct access to MITRE network.
  • Soft-shelled with networking team on testing network ports using Fluke devices to complete the process of a newly added building on-campus.
  • Assisted with the access of shared folders and shared drives on the network in order for customer to be able to upload and access company shared data
  • Offered in-person help at campus based Solutions Café. This allowed customers to walk-up with technical questions or issues and have them resolved in a more efficient manner.

Confidential

Help Desk Technician

Uses Web Help Desk ticketing system daily in order to successfully create, manage, and route tickets to the correct locations.

Answers on average about 20-30 calls daily from remote or at the office users with issues such as software, hardware, server, network, etc.

Uses a remote assist software called GoToAssist in order to successfully troubleshoot user’s technical issues remotely. Resolving issues such as mapping printers to computers, running virus scans, installing/upgrading software and Internet browsers.

Created a positive customer support experience and builds strong relationships through deep problem understanding, and ensuring timely resolutions.

Confidential Bethesda, MD

Network Support Specialist/Help Desk Analyst

Used Remedy Force ticketing system daily in order to successfully create, manage, and route tickets to the correct locations.

Created a positive customer support experience and builds strong relationships through deep problem understanding, and ensuring timely resolutions.

Answered on average about 20-30 calls daily from remote or at the office users with issues such as software, hardware, server, network, etc.

Used NIAID Active Directory in order to create AA accounts, enable remote access for users, unlock user accounts, and reset user passwords.

Installed VPN along with other software applications such as Windows 7-8, Adobe AcrobatXIJava, and Active Client onto user’s Dell and HP laptops in order for paramount performance.

Confidential

Jr. Unified Comm. Tech

Created phone extensions for company new hires to provide ability to successfully make 4 digit internal and external calls.

Updated active directory settings for multiple users, on national platform, to have them in the company’s system.

Set up eCAS accounts for company new hires to facilitate tracking and each user’s “call accounting”.

Inputted tasks/roles into SharePoint for Unified Communications in order for successful completion.

Updated settings and configurations within SharePoint. Which enabled technicians to use tools successfully.

Inputted useful links and documents into SharePoint to enable successful productivity for Unified Communications team.

Configured conference bridge settings.

Used WebEx applications in order to enable VTC capabilities for the end-user.

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