IT Helpdesk Analyst Resume

TECHNICAL SKILLS

Operating Systems: Windows 7, 8, 8.1; MS 98, 2000; MS Windows Vista, XP; MS Windows Server 2003, Mac

Software Applications: MS Office Suite 2000, 2003, 2007, & 2010 (Access, Excel, PowerPoint, Word); Norton Ghost; installing drivers; Active Directory, Unicenter Service Desk, DSM, IT Service Management, People Soft, Sales Force, Webex, Avaya Agent

Hardware: Cisco IT Essentials (PC software and hardware); HP desktops & laptops; Dell desktops & laptops; Lenovo ThinkPad laptops; HP printers; general computer builds and repairs; hardware installations and swaps; general networking experience (running cables, troubleshooting connections, activating ports)

Others: Clerical skills; data entry; customer service support (both on the phone and in person); leadership experience

PROFESSIONAL EXPERIENCE

Confidential

IT Helpdesk Analyst

Responsibilities:

Provide support for clients non - proprietary and proprietary information and applications
Ensure detailed explanations of user problems are entered into Problem Management System
Interact with other internal departments and support groups to ensure quality service and support
Provide excellent service support in a professional, patient and understanding manner
Strictly adhere to all documented procedures to ensure a timely resolution and the highest level of customer service
Demonstrated experience supporting the following products and services: Microsoft Office applications, programs, hardware / software & networking questions, Citrix Operating Environment, BlackBerry, Java, Active Directory, Malware
Experience with Ethernet and TCP/ IP; using Problem Management/call logging systems
Help Desk is open 24/7 for students, staff, and faculty
Create and close tickets using the ticketing system Salesforce and remote support using WebEx

Confidential

IT Specialist

Responsibilities:

Responsible for the loading and distribution of laptops to individuals that will be working remotely for the SEC.
Responsible for scheduling the distribution of laptops using Microsoft Calendars.

Confidential

IT Specialist

Responsibilities:

Set up new computers and Laptops
Connect wireless printers to machines
Computer moves
IP configurations
Responsible for deploying XP to Windows 7

Confidential

Local Support

Responsibilities:

Reimage laptops, Password resets, Software deployment, Remote support
Performed basic troubleshooting of printers, laptops, PCs, mobile phones, fax machines, monitors etc.
Deployed/Set up laptops, PCs, printers, fax
Supported over 3000 government users as part of a small tech team
Blackberry, Android, and Apple IOS Configuration and activations
Equipment moves ex. computers, monitors, local printers, computer supplies, etc.

We provide IT Staff Augmentation Services!

We'd love your feedback!

Resume Categories

Client Services

Job Seekers

Visa Sponsorship