Help Desk Analyst Resume Washington, DC - Hire IT People

SUMMARY:

Reliable Energetic Patient xhibits Outstanding Communication • Team player
Problem Solver • Quick Learner
Extremely Well - Organized • Strong Work Ethics

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Help Desk Analyst

Acting as a first and single point of contact for phone calls and emails from staff regarding IT issues and queries
Receiving, logging and managing calls from internal staff via telephone and email on a ticketing system
Taking ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
Reset passwords and unlock accounts on Active Directory on different Domain
Trouble shooting customer’s technical problems with SCCM remote access, if needed.
VPN and RSA Token administration and support knowledge
Installing software to user’s desktop or laptop via SCCM
Resolving simple to mildly complex problems on the initial call and in cases where this is not possible insures the issue is escalated to second or third tier
Create, update, resolve, or escalate, Incidents and Requests ticket in a timely manner based on Service Level Agreements (SLAs)
Created Steps of Procedures for help desk team

Confidential, Prince George, VA

Customer Service Representative/Admin Assistant

Made outbound calls on daily basis to current clients and prospects
Answered customer calls inquiring about company’s various product lines
Escalated incoming phone calls to appropriate individuals/departments as needed.
Maintained detailed notes during calls with potential buyers for later use and promptly sent sample packets of the products upon request
Retained detailed summaries about inquiries, conversations, quotes, problems, and proactively updated contact information
Processed client orders received via phone, fax, email, and mail which included taking orders, entering precise data, printing orders, and creating pick slips, bills of recipient, and any other documentation required to accompany the purchase and kept client updated regarding shipping, tracking, and other information related to their order.
Demonstrated great customer service by scheduling and following up on calls and ensuring clients were satisfied with products after they were received.
Effectively handled and resolved customer complaints
Scanned, filed and organized documents that dealt with invoices of clients
Effectively mailed invoices to appropriate companies in a timely manner
Managed over 100 invoices per week
Multi-tasked several assignments/projects given by upper management
Performed other clerical receptionist duties such as filing, photocopying, faxing, etc.

Confidential, Prince George, VA

Office Assistant

Greeted clients upon entering facility
Answered and replied to messages to best knowledge
Copied and scanned documents
Filled and Organized paperwork according to required criteria (ex. alphabetically, by calendar date, etc.)

TECHNICAL SKILLS:

Versions of MS Office from, Microsoft Excel, Microsoft PowerPoint, Microsoft Outlook, Skype For Business 2016, OneNote 2016, Zoho CRM, Scheme, Telemagic, Intact, Active Directory, Footprints Ticketing System, SCCM, ePO McAfee Console, RSA Security Console, Powershell, Jabber, Data Entry, Computer and Internet, Multi-line Phone Use

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Help Desk Analyst Resume

Washington, DC

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