Help Desk Analyst Resume Baltimore MD - Hire IT People

SUMMARY:

To utilize the skills I learned in school and throughout my work experience to further my career
Over 8 years of experience in Software and Hardware troubleshooting skills, over the phone, remotely, and on site. Personable and outgoing with an extensive focus on quality customer service experience.

TECHNICAL SKILLS:

Experience with Windows XP, 7, 8 and 10
Trouble ticketing systems Service Now, Remedy Force, Sales Force and Autotask
Receiving and resolving Help Desk Calls
Hardware maintenance and replacement
Software install, upgrade and conflict resolution
Imaging with Ghost and ScanDisk
Experience with Go To Assist, Log Me In, Bomgar, WebEx, Remote Desktop,, Bomgar
Installing and troubleshooting the Adtran 7100 Series phone system
Microsoft office
Microsoft Outlook profile creation, and troubleshooting
Printer installation, maintenance and repair
Setting up and maintaining Group Policy Rules
Changing, Adding, and Removing Users in Active Directory and Microsoft 365
Changing, Adding, Removing, and Disabling Users on Local Computer
Network Issue troubleshooting, both Wired and Wireless
Transferring User Accounts as well as Outlook, and Outlook Express E - mail accounts
Filesite, Worksite, and Desksite administration and troubleshooting
Cisco Any Connect, VPN, CitrixRSA administration
SMS Passcode
Microsoft Multi: Factor Authentication
Mobile Device Management

PROFESSIONAL EXPERIENCE:

Confidential, Baltimore MD

Help Desk Analyst

Tier 2 On-Site Support
Monitor ticket queue in Remedy - meet SLA of 5 days
Replace non-working Lenovo laptops, Surface Pro’s and MacBook Pro’s
Image machine using SCCM
Troubleshoot all hardware and software issues that the Service Desk was not able to resolve
Work with the Service Desk to assist in resolving tickets on first contact
Create/ Edit/ Maintain knowledge base to assist Service Desk in issue resolution
Uphold downtown time aim of 48 hours or less for remote users
Assist accounting department with Citrix Receiver issues when accessing their AX database vie Remote desktop Protocol
Perform new hire IT training for all new hire’s in which I set up their machines
Provide emergency support to office user’s when they cannot wait for the Service Desk
Create, escalate, and monitor tickets sent to NNIT for services that we outsourced to them
Awarded certificate for outstanding service and support for 2018

Confidential, Catonsville MD

Help Desk Analyst

Provide remote support to 10 different clients. Clients range from Sony, to Morgan Lewis, Manatt Phelps and Phillips, Best Buy to school supply companies.
Troubleshoot and resolves issue relating to Active Directly accounts, unlocks and password resets
Troubleshooting document management issues for Filesite, Desksite and Worksite
RSA administration
Mobile device setup and support
Outlook
Citrix, VPN, and VM use and administration
Office Suite
Daily use of Service Now, Salesforce, and Remedyforce ticketing systems

Confidential, Rosedale MD

Help Desk Support Technician

Confidential, Middle River MD

IT Technician

Provided friendly and professional phone, on site and in shop support to customers
Troubleshot all issues customers experienced
Diagnosed all software and hardware issues
Used all tools necessary to repair personal Laptop’s and Desktop’s

Self-employed - PC maintenance, and repair as well as other odd jobs

Confidential, Baltimore MD

IT Support Technician

Received inbound help desk issues
Solved problems remotely whenever possible
Traveled to locations to resolve issues when necessary
Repaired all equipment including Registers, Workstations, Servers, Access Points, Order Guns, and Credit Card Terminals
Placed service calls to subcontractors such as Verizon and Comcast for MPLS and DSL issues when required
Replaced damaged or inoperable equipment
Troubleshot any issues, Network, Hardware or Software in a polite and efficient manner and elevate them if necessary
Provided friendly and efficient customer service

Confidential, Baltimore MD

Bank Teller

Solved customer problems as quickly as possible
Processed all transactions such as deposits and withdrawals to and from customer accounts
Opened new accounts including Checking, Savings and Certificates of Deposit
Explained all terms, conditions and penalties for all new accounts in a clear and professional manner
Responded to customer phone calls and answered all questions to the best of my ability
Reconciled cash drawer and box and the end of each day
Most importantly, provided a pleasant and comfortable experience for all customers