Help Desk Analyst Resume Arlington, VA - Hire IT People

SUMMARY:

Provided excellent customer service and support to end users by meeting and or exceeding company mandate Multi - faceted experience in timely preparing and presenting solutions for hardware/software issue resolution Ability to complete assigned tasks and meet deadlines, by following company service level agreements and protocol Tracked, monitored, and followed up on inquires and requests to ensure client satisfaction.

PROFESSIONAL EXPERIENCE:

Confidential, Arlington, VA

Help Desk Analyst

Responsibility Overview

Manage Active Directory Accounts
Manage Tableau Accounts
Managed the IAC Expedite (Inter Agency Checks) process for PRM
Manage Microsoft Exchange distro lists.
Administer the Worldwide Refugee Admissions Processing System (WRAPS) application. Create user accounts, troubleshoot application issues, provided lookup support for State Department, DHS, and other agencies.
Provide phone/email first line support
Utilize the Report Server to generate reports and create Report Subscriptions.
Utilize SQL Server 2008 R2 to run database searches
Utilize JIRA to create Software Change Requests to be approve by the Change Request Board
Administer Outlook Webmail accounts
Utilize Application Test environments to troubleshoot issues
Handling of sensitive PII data
Administer RSA Dual Factor Authentication accounts
Tasked with sending communication to company-wide staff and stakeholders
Administered the Track-It ticketing application (create tickets, manage SLA deadlines, generate Track-It reports, create/delete accounts, managed distribution of Track-It client to new users, and provide updates regarding ticket statuses)
Assisted with Managing staff
Assisted in improving the FOIA & Case Records Un-Archive process

Confidential, Arlington, VA

Computer Support Technician,

Responsibility Overview:

Monitor, control maintain, tune and optimize all database/software
Managed Active Directory Accounts
Administered Black Berry Enterprise Server, Setup/Troubleshoot Blackberry cell phones for staff
Managed Workstations (adding Hardware & Software)
Provided remote support to users with the use of VNC, TeamViewer, Remote Desktop, and GoToMyPC
Provide 24/7 on call HELP DESK support.
Provide in-depth technical consultation and trainings to project managers and staff.
Document Production issues in incident reports.
Provide support in Troubleshooting Microsoft Office 2012) and 2012) issues
Provide support for Windows 2K,XP,VISTA, 7 ( )
Created and administered all email accounts, limits, rights and issues pertaining to Microsoft Exchange Server 2012)
Establish and adhere to best practices for database/software change control.
Worked with surveillance equipment (Mobotix)
Maintained Avaya Phone Tech, copier, printers, Serviced Postage machinery working.
Administered proprietary Catering Software (CaterXpert) & (Synergy International)
Administered Company Time Attendance Software & Enrollment (ADP E-Time)
Provided IT Support for 3 locations (Main Site, Sales Department and Warehouse)

Confidential, Washington, DC

School Councilor

Responsibility Overview:

Planned and supervised activities/events for after school programs.
Ensured safety and wellbeing of children in the after school program by providing close supervision of all activities,
Maintained a close working relationship with school administrators regarding academic guidelines.
Maintained daily attendance.
Assisted children with homework and guide students in their academic growth.
Communicated with parents on weekly basis regarding child’s strengths and areas needing attention.
Actively participating in all training sessions, designated meetings and special events
Managed staff of 3-4 Individuals