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Help Desk Analyst Resume

Tysons, VA

SUMMARY:

To obtain a challenging opportunity that utilizes my technical skills and in a professional environment, while constantly achieving companies and individual goals.

Technical Expertise:

Operating Systems: Windows XP/2000/7/8/10

Software / Tools: MS Office Suite 2000/2003/2007/2010/2016/ O365 (including MS Outlook), MacAfee Antivirus, Norton Anti - Virus, Trend, Adobe Suites, iTunes.

PROFESSIONAL EXPERIENCE:

Confidential

Help Desk Analyst, Tysons, VA

Responsibilities:

  • Assisted users and clients via telephone and email.
  • Assisted users with email setup on all mobile devices
  • Provided high level support for:
  • Chief Level Users
  • POCs (Point of Contact)
  • DOOs (Director of Operations)
  • Teachers
  • Administrators
  • Performed trouble shooting on all MS 2010/2016/O365 applications
  • Created/Updated/Closed tickets on ServiceNow
  • Monitored incoming tickets from users or automated systems
  • Create/Modify/Delete users accounts using MS active directory
  • Connected to servers in order access AD
  • Through the server also managed Cisco VoIP phone manager for users
  • Rest Voicemail Pins
  • Rebuilt Phone Configurations
  • Setup Call Forwarding
  • Setup New Phones on Extensions
  • Remotely Rebooted Desk Phones
  • Through the server also managed user’s printer systems
  • Connect to the printer’s web GUI via IP address
  • Cleared printer queues
  • Check printer supply status
  • Also, through the server restarted print spoolers through the server
  • Updated printer drivers on the server
  • Remoted into user’s machines using Kaseya
  • Assisted users with computer troubleshooting:
  • Updating drivers
  • Installing software
  • Connecting to network drives
  • Setting up Outlook
  • Trouble shooting BSOD Etc.
  • Performed communication emails when a system was unavailable or under maintenance:
  • NOC Escalations When Network Went Down for a Location
  • Continued contact with NOC until users were back online
  • Troubleshoot network issues and equipment:
  • Monitored network through SolarWinds
  • Over the phone assisted user’s with WAP reboots
  • Over the phone assisted user’s with Switch troubleshooting
  • Checking if ports are working
  • Checking if Ethernet cable are working properly
  • Assisted users with connection to VPN (Big-IP Edge)
  • Communicated with team for solutions to issues that were difficult to resolve
  • Worked with following:
  • Through Google Admin Portal managed the following:
  • User’s G suites account
  • YouTube access level
  • Creating/Modifying/Deleted accounts
  • Resetting passwords
  • Through OKTA admin account managed the following:
  • Applications assigned to user
  • User’s credentials
  • User’s employee ID
  • Performed Dell Chats when user’s computer would have an issue that was covered under warranty.
  • Assisted users with iOS/Android cellular issues
  • Also contacted Confidential when needed for additional support for clients
  • Performed backups and restores on client computers when needed
  • Using the following tool MozyBackup

Confidential

Help Desk Analyst, Sterling, VA

Responsibilities:

  • Assisted Sr. Analyst via telephone, email, remotely and on site with IT related problems
  • Followed established processes and procedures to identify and resolve routine end user questions and problems with known resolutions via telephone, fax or email
  • Assisted users with password reset via phone on company software (Timesheet, e-mail)
  • Recorded new PC installs and/or upgrades into MS Excel Asset Inventory Database
  • Assist with providing Level I Support: troubleshooting end user hardware, operating system and software issues on the desktop
  • Perform hands-on fixes in person, including installing and upgrading software, installing hardware, and configuring desktop system and applications
  • Followed up on outstanding calls and issues with users to ensure final resolution
  • Responded to users on “How to Questions” involving several MS Window applications
  • Provided a resolution to users with mobile devices when facing a difficulty
  • Image laptops/workstations for new/existing employees
  • Appropriately resolved IT problems by ensuring timely resolution according to approved Service Level Agreements (SLA)
  • Assist in business development/update non-disclosure agreement, company policy and procedures etc.
  • Perform analysis/research on the latest security threats
  • Coordinate security awareness for new employees and annual to existing employees
  • Assist in preparation of proposals and statement of work
  • Create/Modify/Delete User accounts using MS active directory

Confidential

Help Desk Analyst, Chantilly, VA

Responsibilities:

  • Assisted users and clients via telephone, email, on site and instant messenger
  • Assisted users with O365/Outlook setup on iPhone/Androids
  • Performed trouble shooting on all MS 2016/O365 applications
  • Created and closed tickets on ServiceNow system
  • Created and trained users on Zoom application
  • Create/Modify/Delete users accounts using MS active directory
  • Remoted into user’s machines using Skype for Business 2016
  • Mapped user’s network drives
  • Assisted remote employees with network setup
  • Performed communication emails when a system was unavailable or under maintenance
  • Assisted users with connection to VPN ( Confidential )
  • Unlocked and reset passwords for users on Service and Care Connect
  • Communicated with team for solutions to issues that were difficult to resolve

Confidential

Help Desk Analyst, Reston, VA

Responsibilities:

  • Assisted users and clients via telephone, email, on site and instant messenger
  • Assisted users with Good Work application on both iPhone and Android
  • Provided support for over four thousand users
  • Performed trouble shooting on all MS 2016 applications
  • Created and closed tickets on Tech Excel Service Wise
  • Created and trained users on WebEx application
  • Create/Modify/Delete users accounts using MS active directory
  • Remoted into user’s machines using Skype for Business 2016
  • Mapped user’s network drives
  • Assisted remote employees with network setup
  • Performed communication emails when a system was unavailable or under maintenance
  • Assisted users with connection to VPN ( Confidential )
  • Unlocked and reset passwords for users on Service and Care Connect
  • Communicated with team for solutions to issues that were difficult to resolv

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