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Help Desk Analyst Resume

Alexandria, VA


Information technology position with an organization offering growth opportunities while utilizing broad technical experience and ability to react quick to a wide variety of challenges. Active, driven, student majoring in Information Systems and Technology with experience successfully creating HTML websites, SharePoint pages, managing Microsoft Office, and other skills acquired. Skillful in excellent customer service and troubleshooting. Possesses strong enthusiasm in the information technology field. Eager to learn new skills and ready to gain more knowledge.


  • Technical Support
  • Server/Desktop Virtualization
  • Database Design
  • Configuration Management
  • User Training
  • System Backup/Recovery
  • Website Development
  • Web Security
  • Software Deployment


Operating Systems: Mac OS X 10.8 Mountain Lion, Mac OS X 10.9 Mavericks, Mac OS X 10.10 Yosemite, Windows XP, Windows Vista, Windows 7, Windows 8, Windows 10, iOS, Android

Applications: Microsoft Office 2003 - 2016, Microsoft Office 365, Microsoft PowerPoint, Microsoft Excel, Microsoft Access, Visio 2010, Exchange Server 2007-2010, VMWare, SSH Shell, Cisco AnyConnect Secure Mobility Client, Cyberduck, Dreamweaver, Flash Professional, Adobe Photoshop, MySQL, jGrasp, Oracle CRM, Hyena, SecureID RSA Console, Active Directory, AirWatch Container, Virtual Desktop Interface, FastLane.

Programming Languages: HTML, CSS, Java, Python



Help Desk Analyst, Alexandria, VA


  • Created, resolved, and escalated service requests in Oracle CRM Siebel
  • Assisted users with migrating from Windows 7 to Windows 10
  • Assigned and distributed soft token and hard token utilizing Secure ID RSA Console
  • Assisted with other RSA Console account administration needs such as clearing PINS and unlocking accounts
  • Helped coordinate image requests and deployments of machines and desktops
  • Assisted with account administration in Hyena such as unlocking, resetting passwords, and un-enforcing machines
  • Assisted users with their accounts in Active Directory such as account re-enablements
  • Answering customer inquiries via Email, Skype for Business, WebEx, Walk-Ins and Phone support
  • Assisted users at the front desk and provided face to face support
  • Performed remote set up support for VPN connections
  • Assisted users with BitLocker Recovery Key
  • Provided deskside support for users that requested
  • Provided support for FastLane and Research.gov calls
  • Setting up and tearing down workstations and adjusting them to the customer's needs with proper cable management
  • Provided excellent customer service, technical support, and desk side support


Substitute Teacher, Falls Church, VA


  • Familiarity with all subjects of instruction required
  • Established an evenhanded and ethical atmosphere for all students
  • Worked with lesson plans established by primary teacher
  • Adapted to new environments and to the students as individuals
  • Ability to adapt lesson plan/instruction techniques for students with special needs

Confidential, Springfield, VA

Customer Service


  • Drove a positive customer experience by meeting customers where they were at through various channels
  • Determined the technology needs of the store pickup and phone customers
  • Managed all inbound calls by working together with other departments to service the customer
  • Helped answer questions, resolved in-bound customer problems and issues, escalated to management as necessary

Digital Imaging and Gaming Associate



  • Engaged customers using selling skills to build complex, connected solutions in a fast-paced
  • Accumulated and applied customers’ needs and wants towards the best camera or gaming console for them
  • Demonstrated cameras, gaming consoles, and handheld systems to the customer
  • Made sure the customer had all the right products to correctly use their new device

Mobile Consultant



  • Provided personalized service and exceptional expertise for customers
  • Took complex technology and service plans and made it simple for customers and other employees to understand
  • Answered questions about product features and explained benefits to consumers in a way that was engaging
  • Remained patient, genuine and helpful while assisting customers in finding the right products and services

Home Theater Specialist



  • Provided customers with services and installations for their televisions, mounts, and home audio systems
  • Demonstrated excellence in execution of selling skills and selling strategy

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