IT Help Desk Analyst Resume

KEY SKILLS AND KNOWLEDGE:

EMPLOYMENT HISTORY:

IT Help Desk Analyst

Confidential

Responsibilities:

Support customers on the phone and via emails taking customer calls and responding to e-mail inquiries throughout shift.
Trouble-shooting and diagnosis of technical issues.
Maintaining objectivity in effective problem resolution.
Escalating problems to Level II and supervisor based on department operations and procedures as necessary.
Handling all incoming technical support problems using Remedy's ticketing system and other systems as required
Assisting with the processing of customer software order
Assisting in the deployment of remote users via Citrix

It Consultant

Confidential

Responsibilities:

IT Consultant

Confidential

Responsibilities:

Created and manage virtual desktop environments using Cloud Workspace
Provided professional IT support for the all customers
Maintained the patching and backups for client’s workstations
Managed user accounts for cloud applications (Office 365)
Assisted in Office 365 Migrations
Installed and configured Microsoft Operating system to client workstations
Provided onsite technical support for customers
Created standard operating procedures for new methods that were implemented
Provided timely support to all requested that were sent in the ConnectWise ticketing system.
Assisted in the troubleshooting of various operating systems (windows XP to 10)

System Administrator

Confidential

Responsibilities:

Creates and Manages user accounts using Active Directory on Windows Server 2003-2012
Maintained Virtual Infrastructure using Vmware's VSphere
Administered cloud-based MS Exchange server (Office 365)
Created and updates IT standard operating procedures
Created and deploys standard Windows XP/Vista/7/8 Images using Clonezilla
Trouble shoots issues regarding web, application and file servers on Windows Server 2003-2012
Managed IT Service desk requests using SysAid 8.X
Provided timely and professional IT support for the all internal customers
Ensured the delivery of Windows, antivirus and other software patches and security updates
Performed hardware inventory and decommissions obsolete equipment
Assisted in virtualizing and decommissioning old servers
Troubleshoots and configures VoIP phones and telephony system features
Collaborated with HR to ensure the smooth deployment of new hires
Installed, configured, maintained and supported MS Windows and Linux operating systems in physical or virtual/cloud infrastructures for corporate production and development networks.
Managed user and computer accounts in local directory servers and remote/cloud-based software systems.
Provided support for network and desktop printers, scanners, and fax machines
Provided data and support for cost-benefit analyses of IT purchases

Confidential

Sales Associate

Responsibilities:

Completed sales functions in compliance with established policies and procedures and in a professional and courteous manner
Maintained a high level of customer service by ensuring that merchandising/recovery is completed and that register and customer service area is processing customers in a timely manner
Assisted with the presentation of window displays, promotional presentations, and sales programs as assigned.