IT Helpdesk Analyst Resume

SUMMARY

Dynamic, results - driven and detail oriented IT Professional with strong leadership skills and extensive experience in systems design, implementation and deployment of technology solutions. Self-motivated and an innovative thinker, consistently pursuing new challenges to stretch abilities, and expand knowledge. Excellent communication and people, organizational, analytical and problem solving skills. Reputation for driving results in demanding environments.

AREAS OF EXPERTISE

10+ years experience in IT field
7 years experience in networking and support
3 years in TELCO administration
Excellent motivator in supervisory roles
Attentive in documentation and record-keeping
Ability to write technical procedures, user manuals
Troubleshooter and problem solver

TECHNICAL SKILLS

LAN/WAN/TELCO: Administration, security, deployment, firewalls, wireless technology, AS400, TCP/IP, DNS, DHCP, Frame Relay, ISDN, VPN, Connectivity, cabling hubs, switches, routers, wiring and PBXs

Operating Systems/ Server Software: MS Windows Server 2007/2003/2000/ NT, Exchange 2007/2003, MS Windows 2007/XP/2000/98/95, AS400 Client Access, MAC OSX, Symantec Professional Antivirus/ Mail Security/Ghost

System Hardware Servers/ Workstation: Dell, Compaq, IBM, Macintosh, Citrix Systems Thin Clients, HP Procurve switches, Cisco switches/routers/access points, ThinkPad Laptops, Sonicwall Firewalls, Gateway, Linksys, Nortel, and Polycon Teleconference

Application Software: EPIC SYSTEMS, Right Now, ITSM, Citrix Server, Carecast, PACS Systems, Imagecast, Mainframe, MS Office Systems 2007/2003/XP/2000/97, Symantec AV, Ghost, Lotus Notes, MS Project, Mozilla, Norton Utilities, Visio, VNC, Adobe Photoshop/ Illustrator/Acrobat, Winfax, Norton PC Anywhere/PC Tools/ Internet Security, VMware, Goverlan Remote, LIS, XPM

PROFESSIONAL EXPERIENCE

Confidential

IT Helpdesk Analyst

Responsibilities:

Create and Remove user account, distribution groups, security and printer groups
Executed archiving procedure issue escalations to resolve any issues within the support procedures.
Supported and maintained in-house computer systems, desktops, and peripherals for high availability to Confidential ’ Employees
Installed, diagnosed, repaired, maintained, and upgraded all hardware and equipment while ensuring optimal workstation performance.
Troubleshoot problem areas in a timely and accurate fashion, and provides end user training and assistance where required.
Followed ITIL GUIDELINES and Practices

Confidential

IT Client Analyst

Responsibilities:

(150 - 200 TICKETS daily) Record and track support calls in “Right Now” database
Executed archiving procedure issue escalations to resolve any issues within the support procedures.
Supported and maintained in-house computer systems, desktops, and peripherals for high availability to Memorial Healthcare Employees
Troubleshoot problem areas in a timely and accurate fashion, and provides end user training and assistance where required.

Confidential

IT Support Specialist

Responsibilities:

Performed on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users, and recommended and implemented corrective hardware solutions.
Troubleshoot problem areas in a timely and accurate fashion, and provided end user training and assistance where required.
Worked with end users to identify and deliver required PC service levels. Liaise with, and provided training and support to, end users and staff on computer operation and other issues.
Support development and implementation of new computer projects and hardware installations.

We provide IT Staff Augmentation Services!

We'd love your feedback!

Resume Categories

Client Services

Job Seekers

Visa Sponsorship