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Tier 1 Service Desk Analyst Resume

Germantown, MD

SUMMARY

IT professional deeply committed to customer care, satisfaction, and retention; skilled in analyzing, troubleshooting, and managing access and a variety of applications in a Service Desk environment. Proven ability to effectively explain technical topics and communicate them clearly to individuals with varied backgrounds and skill levels.

TECHNICAL SKILLS

  • Technical Troubleshooting
  • LAN Connectivity
  • Access Management
  • Hardware Configurations
  • Problem Diagnosis
  • Customer Service
  • Software Installs
  • Phone/Remote Control Support
  • VPN/Remote Connectivity

PROFESSIONAL EXPERIENCE

Confidential, Germantown, MD

Tier 1 Service Desk Analyst

Responsibilities:
  • Managing access for two - factor authentication, email/drive encryption, remote access and network accounts.
  • Mapping disconnected network drives and printers.
  • Partnering with Tier II and Tier III help desk peers to resolve complex problems requiring escalation.

Confidential, Washington, DC

Senior Major Accounts Analyst

Responsibilities:

  • Fulfilling various reporting requests from internal and external customers.
  • Conducting issue resolution, audits, and investigation of billing errors.
  • Managing and delegating additional ad-hoc projects related to the integration of CoStar acquisitions.

Confidential, Washington, DC

Research Associate I

Responsibilities:

  • Developing and expanding the depth of relationship with clients and real estate professionals.
  • Investigating and publishing sales comparable reports for large commercial transactions.
  • Completing ad-hoc projects to include information verification, database linkages, and product synchronization.

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