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It Help Desk Analyst Resume

Mechanicsburg, PA

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

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