Help Desk Analyst Resume
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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