IT Help Desk Analyst Resume Mechanicsburg, PA - Hire IT People

COMPUTER SKILLS:

IBM Kenexa Prove It Certified in MS Office 2010 Microsoft Office 2016 o Excel 100% Correction Micro Soft Office 93% Correction Word Per minute Scored > 93% in all categories including: typing speed 53WPM
Findly Skill Test MS Office 2010 - February 2016 o MS Excel -97% MS Word -90%

WORK EXPERIENCE:

IT Help Desk Analyst

Confidential, Mechanicsburg, PA

Responsibilities:

Receiving inbound and outbound calls and email from customer, resolving problem using Snow Ticketing service.
Helped customer working with MS Office, Citrix, Pulse - Secure, Active Directory, Snow, RSA Secure ID portal- customer account management and other 50 plus clients Applications
Communicated written incident updates using team standards in a pre- determined time bound fashion to all levels of IT and business audience.
Assessed impact of issues and ensure proper severity assignment
Exhibited total incident ownership throughout the lifespan of a customer issue.
Check on progress of open incidents and follow up with customer where applicable
Proficiency with Microsoft Office 2007/2010/2016 (Outlook, Excel, and Word)
Excellent technical and analytical skills
Experience in dealing with complex customer escalated issues
Organized and detailed documentation skills

Assistant Manager

Confidential, Lebanon, PA

Responsibilities:

Established effective file management skills that involved expense tracking using MS Excel 2010, and MS Word 2010
Assisted in managing down payments for foreclosure properties involving tenant management in various regions
Created lease agreements and established strong relations with tenants to ensure on time rentals payments and improve communication skills
File management of rental properties; created financial records for clients; assisted in background checks and processed all transactions necessary for rentals; further managed financial property taxes

IT Support Officer

Confidential

Responsibilities:

Provided desktop support - both client-site and remotely via phone and remote desktop access
Diagnosed and monitored computer issues such as running efficient computer processing systems, and installed software and performed tests on computer equipment and programs
Educated and trained associates on proper use of software and Windows networking
Assisted in minor repairs and ordered computer parts peripherals
Upgraded PC and network hardware and software components as required
Contributed to the planning and implementation of multiple projects
Maintained Quality Assurance and constantly monitored and reported on progress to various University departments including Office of Dean

IT Help Desk Analyst

Confidential

Responsibilities:

Provided technical assistance, support, and advice to end users for hardware, software, and systems.
Investigated and resolved computer software and hardware problems of users.
Installation of Operating Systems
Removal of viruses/malware
Software upgrades and installation
Troubleshoot hardware
Troubleshoot network issues
PC Imaging and configuration
Troubleshoot and set up peripherals
Providing help desk phone support and assisting end users

Duty Manager

Confidential

Responsibilities:

Assisted in managing stock listings of store items and generated revenue; managed employees through effective communications by looking after the customers properly and assessing customer complaints
Worked closely on database accounts for the company accordingly by correcting accounts when compared to on hand versus ordered quantities to minimize loss
Delegated task to employees and focusing on meeting customer requirements; achieving high levels of customer satisfaction through personal efficiency, and demonstrating flexibility and adaptability