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Helpdesk Analyst Resume

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Arlington, VA

PROFESSIONAL EXPERIENCE:

Confidential, Arlington, VA

Helpdesk Analyst

Responsibilities:

  • Serve as the initial point of contact for troubleshooting all IT related problems, including hardware / software, password resets, and printer issues.
  • Support Windows - based platforms including Microsoft Windows 7, SharePoint, Outlook 2016, and Active Directory.
  • Resolve problems through customer education, training, and direct assistance.
  • Propose changes or solutions to products and services for optimal business results.

Confidential, Washington, DC

IT Support Technician

Responsibilities:

  • Create, implement, and update internal procedures for operational change management, incident management, and escalations.
  • Managed the whole lifecycle of corporate IT asset equipment such as workstations, laptops, mobile devices, and video conferencing equipment.
  • Installed, imaged, and deployed IT assets for new or existing employees.
  • Maintained an average of 99% task completion within SLAs with emphasis on customer satisfaction.
  • Published weekly communications to articulate procedural changes and present them in weekly meetings.

Confidential, Cambridge, MA

IT Support Technician

Responsibilities:

  • Managed a small team to provide top inventory and front-end user support for an office of approximately 1400 users.
  • Provided level 1 support for the Cambridge office as well as various remote sites domestically using OSX, Linux, Windows, and ChromeOS.
  • Identified potential areas of improvements for process and procedures; created reports to measure relevant metrics and roadmaps.
  • Collaborated cross teams to assess problems and solutions for inventory support, event support, onboarding training, AV equipment and conference space, printing equipment, and projects.
  • Led in the development of a new hire training program; travelled to remote sites to execute new hire training.
  • Conducted an average of 30 conference room inspections per month to verify technical functionality and preventative trouble tickets.
  • Migrated several Confidential acquisitions over to current company hardware policies and ensured the destruction of sensitive data while coordinating proper disposition of e-waste.

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