Help desk analyst Resume

SUMMARY:

Skilled problem - solver able to communicate with users at all levels of technical proficiency.
Troubleshoot, resolve and document user help requests for desktop, laptop, mobile, network and peripheral problems.
To pursue a permanent or contract position to further develops my IT technical skills within the field.
To utilize my skills and technical experience in order to enhance my career as an IT professional by providing exceptional analytical, organizational, communication and interpersonal skills and by demonstrating the ability to work independently or as an integral part of a team to achieve objectives and goals.

SKILLS & ABILITIES:

Technical End User Support
Provide resolution to desktop, laptop, iPad, tablets, printers, docking station and other mobile devices.
Very Familiar with Dell, Lenovo, Compaq, Toshiba and HP Desktop
Experienced with Windows Operating system 7, 8, 10 and windows server 2008.
Proficiency on MS Office suite (MS Word, Excel, Access, PowerPoint and Outlook.) and Office 365
Apple Mac operating system installation and configuration,
LAN, WAN and VPN connection and troubleshooting.
Basic level on SQL, SQL server, HTML, CSS and java scripting.

EXPERIENCE:

Help desk analyst

Confidential

Responsibilities:

Provide helpdesk support to end-users of proprietary software.
Answer questions about product features and resolve user problems.
Document all issues and generate reports detailing common problems and error trends.
Escalate service questions to appropriate client representatives.
Fill in for in house IT services as needed, installing and imaging new systems.
Created service orders to replace defective parts.
Worked the Help Desk providing PC and Mobile support, diagnosing, troubleshooting and resolving client issues with hardware maintenance, installations and upgrades.

Desktop support

Confidential

Responsibilities:

Respond to client incident/problem tickets in Service now ticket tracking system
Remote desktop connection Logme-in or skype for Business.
Run corporate Deployment process for new hire or user upgrades
Work on corporate Migration process
Configure Desktop and laptop computers with applications for Confidential staff use in office or for travel on mission using SCCM.
Add users and Computers to Active Directory following Right OU
Run all type of Diagnostic tools for Machines and Upgrade
Dealing with Mondo pad issues which is use for corporate meetings.
Support users on Window 7,8 and 10 MS office 365 and Cisco VPN
Security tools Trend Micro Office Scan as Antivirus and Bit-locker for drive encryption.
Backup Personal data or user profile and setting to NAS drive.

Technology Specialist

Confidential

Responsibilities:

Handled daily remote support calls while providing superior customer service to customers as it pertains to account support and technical support.
Created internal documentation and trained clients in-person and virtually on using and maximizing the value of HP products.
Administered repairs, upgrades, and completed configurations of PC’s and related peripherals.
Resolved problems within Microsoft office (outlook, excel, etc.)
Updated software regularly and set up network shared drives, folders, central documentation storage, and backup.