Help Desk Analyst Resume DC - Hire IT People

SUMMARY:

IT professional with 20 years of experience in higher education setting. Skilled in Mac OS, Windows 10, Microsoft Office, Footprints 11.6, Office 365, OneDrive, Service Now, Fuze Meeting, Zoom, Heat. Comprehensive understanding of ITIL best practices. Ethical customer support with diverse population. Excellent oral and written communication skills. Fluent in American Sign Language.

PROFESSIONAL EXPERIENCE:

Help Desk Analyst

Confidential, DC

Track/monitor Help Desk requests for quality control and to ensure timely resolutions.
Troubleshoot computer issues for Mac and PC users.
Reset client passwords for access to university - related programs such as email, Blackboard, PeopleSoft
Provide technical support to university students, staff, faculty and visitors such as network device registration and access to campus network
Research technical solutions and perform analysis to proactively reduce or eliminate any potential future problems.
Document, create permanent and temporary email accounts in MS Active Directory.
Update and modify email addresses based on need of client.
Create and update email distribution lists.
Assist clients with setting up 2-Step Verification for individual email accounts.
Provide VoIP support to clients and escalate issues to proper unit when needed.
Create knowledge base entries once issue has been resolved to ensure proper resolution.
Co-developed Help Desk Assistant Handbook for incoming student workers.
Developed Media Request form for clients requesting use of technical equipment.
Developed Vendor’s Summary form to document and summarize repairs made to client’s computers.

Help Desk Operator

Confidential, Washington, DC

Entered and categorized Technology Services requests from multiple sources in Technology Help Desk database.
Stayed abreast of all supported products, services, activities and schedules and assured services were provided within agreed upon service level agreements.
Scheduled appointments with the community for on-site and remote technology service.
Followed up with clients to ensure issues have been resolved.
Entered, updated, maintained and deleted users and user login information daily.
Used knowledge of computer hardware, software and peripherals to assist community in resolving tier-1 technical support.
Facilitated interaction with multi-level technicians to ensure shared knowledge of problems, solutions and work-arounds.