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Senior Help Desk Analyst Resume

Baltimore, MarylanD

SUMMARY:

Use skills I’ve attained through school and professional experiences to help the company reach their goals as efficiently and effectively as possible. I also want to use my talents to come up with solutions to resolve current outstanding problems as well as assist with any future concerns which could arise.

SKILL:

  • Microsoft Operating Systems (Vista, XP, 7, 8, 10, Server 2003, Server 2008, 2012)
  • Apple IOS and Android
  • Familiar with most troubleshooting techniques
  • I can repair computer equipment (Hardware, Software)
  • Well versed with all Microsoft software applications including Office 365
  • Able to implement and test various types of software and hardware
  • Experienced with VMware, Active directory, and VoIP phone systems
  • Experienced with Novell logon software and processes
  • Over 7 years of retail and customer service experience
  • Great problem solver and team worker
  • Experienced in Active Directory, Microsoft Exchange and some SharePoint
  • Java, C++, and HTML experience
  • Familiar with both LAN and WAN technologies
  • HIPPA Compliant

EXPERIENCE:

Confidential, Baltimore, Maryland

Senior Help Desk Analyst

Responsibilities:

  • Team was responsible for maintaining and upgrading current IT environment
  • Provided extensive help desk support for over 300 end users (Remote as well)
  • Maintained stability for VIP and executive members
  • Responsible for stability of 12+ physical sites including traveling throughout the week
  • Assisted and lead with the implementation of multiple upgrades (COS, Omnicell, Level 3, Server)
  • Responsible for cell phone and tablet maintenance when applicable (Samsung, Apple)

Confidential, Baltimore, Maryland

IT contractor

Responsibilities:

  • Part of a team for a windows 7 migration to prepare the hospital for EPIC
  • Assisted local IT department with troubleshooting and support
  • Completed most of the migration process ahead of schedule

Confidential, Hunt Valley, Maryland

Network Administrator/Systems Administrator, Help Desk support

Responsibilities:

  • Provided tier 1 and tier 2 help desk support for end users (Remote as well)
  • Responsible for help desk support of over 150 users (80 onsite, 70 offsite)
  • Familiar imaging and cloning desktops
  • Manage Active Directory and Exchange daily issue's
  • Responsible for daily infrastructure issue's and maintenance
  • Server upgrades including rack and stack of equipment and software
  • Troubleshoot user’s helpdesk tickets for hardware, software, desktops and laptops
  • Built systems for new employees (Desktops with graphics cards)
  • Maintained the overall health of the company’s Network (internal and external)
  • Managed virtual machines, and physical servers
  • Became acting IT Director (CIO) for a short period due to crisis

Confidential, Baltimore, Maryland

General Manager

Responsibilities:

  • I was required to supervise staff and steer them towards company goals
  • Concession required me to prepare and serve both hot and cold food to guest.
  • Booth - Maintenance required me to start the films on time and repair equipment.

Confidential, Baltimore, Maryland

General Manager

Responsibilities:

  • Repaired PC hardware and common issues
  • Repaired Laptop hardware and common issues
  • Fixed viruses
  • Installed operating systems and set up user accounts
  • Helped with anti-virus software
  • Repaired printers and scanners

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