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Helpdesk Analyst Resume

New York, NY

SUMMARY:

  • Experienced and Knowledgeable Information Technology Professional seeking to contribute training and acquired skills within a Help Desk support role. Works well independently, or in a group setting providing all facets of computer help desk support such as troubleshooting, installations, and maintenance. In - depth knowledge and understanding of numerous software packages and operating systems. Skilled in providing Customer and End-User Help Desk Support. Easily identify and resolve technical issues and concerns. Excellent communication and presentation capabilities.

PROFESSIONAL EXPERIENCE:

Confidential, New York, NY

Helpdesk Analyst

Responsibilities:

  • Assist team member with the technical and logistics duties of deploying and supporting Windows 10/Office 2016 on Desktops, Laptops and Thin Clients as well as Citrix related troubleshooting and Support
  • Responsible for developing Windows 10 image along with following:
  • Creation of Windows 10 images
  • Install Windows 10/ Office 365/ 2016, Skype for Business Configuration, testing and rollout.
  • Core Bloomberg applications.
  • Install end user's line of business applications.
  • Work on Application Packaging and OS imaging.
  • Work on SCCM support, Patch Management, reporting and updates.
  • Customer support including Incidents and Work order tickets, document and track issues until resolved
  • Create Database for user device and printer information, copy user data, and user profiles saved on hard drive(s), documentation, migration, post migration support, closeout, cleanups and disposals.
  • Troubleshoot and resolve MS Office, Outlook, Network, Firewall issues, and first level support of Antivirus issues
  • Install, configure and Perform printer installation, support for users when needed
  • Coordinate with various departments in support of the project
  • Attend regular team meetings and Perform any additional project related activities as needed
  • Maintain Consolidated Computer Assets and peripherals information and consolidated user information that includes applications by user(s).
  • Replaced older PCs and replace with either Thin Client Devices or supported OS desktops.
  • Deployment of PCs and Thin Client Device rollout, handle imaging of PC and preparation of thin clients, coordinate the rollouts, customer support as required
  • Perform Thin Client and Citrix related troubleshooting and Support, manage projects that require site visits and request in Texas, New Jersey and Amsterdam.

Confidential, Staten Island, NY

Helpdesk Analyst

Responsibilities:

  • Provides Second Level support by answering, evaluating and prioritizing incoming telephone, voicemail and email requests for assistance from users experiencing problems with hardware, software, networking and other computer-related issues.
  • Asked concise and accurate questions to identify issues and provide solutions.
  • Answer application questions with short training and/or - how-to documents.
  • Delegate support tasks when appropriate to third party vendors (ie., POS vendors, and telecom vendors).
  • Accurately document issues in call tracking database.
  • Follow-up trouble tickets to ensure satisfactory closure of issue.
  • Escalate problems to third level (when appropriate) to obtain timely resolution.
  • Monitor trouble ticket portals of third party vendors to ensure proactive resolution to issues.
  • Participate in departmental projects and programs (which include rollouts, upgrades and modifications).
  • Maintain procedures manual to ensure continuity of task execution amongst current or future staff.
  • Deliver administrative services to IT department.
  • Participates in after hour on call/weekend rotation.

Helpdesk Analyst

Confidential, Michigan

Responsibilities:

  • Assign users and computers to proper groups in Active Directory
  • Perform timely workstation hardware and software upgrades as required provide help desk support and resolve problems to the end user’s satisfaction
  • Monitor and respond quickly and effectively to requests received through the IT help desk
  • Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on Priority
  • Modify configurations, utilities, software default settings, etc. for the local workstation
  • Utilize and maintain the help desk tracking software
  • Document internal procedures
  • Assist with on boarding of new users
  • Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment
  • Install, test and configure new workstations, peripheral equipment and software
  • Maintain inventory of all equipment, software and software licenses
  • Manage PC setup and deployment for new employees using standard hardware, images and Software
  • Manage and maintain Deep Freeze Installations Build MSI deployments - Run Advertised/Application deployments
  • Create network Guest accounts
  • Build deployment tasks for software images
  • Create and manage computer images
  • Escalate application issues to appropriate ITS personnel and provide appropriate documentation of troubleshooting steps completed via centralized help desk
  • Assist in developing, testing and implementation of backup and disaster recovery systems
  • Conduct analysis, planning, testing, and implementation of solutions

DBS Technician

Confidential, Connecticut

Responsibilities:

  • Communicated with Dispatch in accordance with instructions, promptly report all problems to Supervisors
  • Provide the highest quality customer education at time of installation
  • Troubleshoot installation and maintenance problems
  • Completed all installation paperwork and contracts in accordance with instructions
  • Participated in all safety training and comply with safety policies, including proper use of personal protective equipment
  • Used proper equipment and parts in accordance with work orders
  • Performed all work in compliance with company quality standards
  • Responded to and resolve customer complaints
  • Complied with all quality control processes

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