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Help Desk Analyst Resume

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Herndon, VA

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SUMMARY

Experienced Technical Support professional adept at resolving complex computer issues quickly and consistently exceeding performance standards.

TECHNICAL SKILLS

Software: MS Word/ Outlook/ Excel/ PowerPoint/ Messenger/ Skype for Business, Remedy 9.1 / Active Directory / CMAX / ROSCOEAP / TECS / Bit Locker / Desktop Remote Assistance/ Desktop Connections, Adobe Acrobat / Photoshop / Illustrator/ InDesign/ Premiere

Hardware: Printers/ Scanners/ Fax/Modems/ Audio & Video Input Output devices/ Monitors/ Copiers

Platforms/OS: Windows 10 / Windows 8/8.1 /Windows 7 / Mac OS X

IT Support Skills: E - Mail / Skype / Printer Troubleshooting/ System Upgrades

PROFESSIONAL EXPERIENCE

HELP DESK ANALYST

Confidential, Herndon VA

Responsibilities:

Monitored, diagnosed, and resolved issues with hardware, software, network connectivity, and operating systems both in and outside the CBP network. Provided chat, email, and remote desktop services to internal, external and contracted user groups. Trained new hires and junior staff members. Promoted to the Joint Activities and Accountability Center (JAAC) to oversee mission-critical/day to day operations and management of all customer contacts in a timely manner. Coordination of cross-domain resources to enable the resolution as well as provide the single focal point for all information regarding the interactions with other management processes.

SECURITY OFFICER

Confidential, Fairfax, VA

Responsibilities:

Provided a safe/secure environment for the company by enforcing security regulations and watching for unusual events in assigned areas. Identifying unsafe conditions and improperly secured property to help prevent theft, injuries or damages to the company property, visitors and employees. Monitor cameras and control entrances/exits to and from assigned firm's premises in order to prevent unwanted/unauthorized attendance while reporting and documenting security statues.

SOCIAL MEDIA CONTENT EDITOR

Confidential, Jacksonville, FL

Responsibilities:

Initially hired to manage, and maintain, company online Confidential web stores while cataloging company's inventory both old and new. Quickly moved into managing social media presences via Facebook, Twitter, Google Plus, and other social media platforms, which helped to promote and increase both in store and online sales. Oversaw company website for updates, designed online banners and flyers which increase community participation in content.

GUEST SERVICE REPRESENTATIVE

Confidential, Alexandria, VA

Responsibilities:

Greet and assist customers in a positive, approachable manner focused on promoting customer satisfaction through exceptional service and maintain outstanding hotel accommodations. Hands-on experience in A/V input and output devices, buses, operating system and application software, helped troubleshoot hardware and software issues for both in house and guest computers. Also helped install new computers and software when needed while providing technical support to guest during their stay via phone or email. Generate consolidated bills, accept and process payments, understood guest needs and provided information regarding the services requested.

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