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Sr. Service Desk Analyst Resume

Washington, DC


Microsoft Office 365 Proficiency § Microsoft Windows 7 Operating Systems § MacOS (OS) § iOS and Android § Active Directory administration § Virtual Desktop Infrastructure, Group Policy Administration § Mobile devices (iPad/iPhone/Blackberry devices) § Good Mobile Control § Desktop and Laptop Hardware troubleshooting (PCs & MACs)


Confidential, Washington, DC

Sr. Service Desk Analyst


  • Expert in development and utilization of LAN/WAN systems and technology.
  • Lead to troubleshoot and address critical issues relating to information systems, hardware and applications.
  • Support all VPN services including the provision, monitoring, and management of methods for remote users and mission partners to securely connect to Virtual Desktop Infrastructure (VDI).
  • Perform configuration management of Microsoft Server, Windows workstations, and virtual machines to ensure that all devices are compliant with Confidential requirements.
  • Perform Active Directory (AD/DS) obligations including creation and deletion of user accounts, setting access restrictions, and adhering to carry out Confidential security policies and guidelines.
  • Provide guidance for network, inter - network, wide area network and micro to mainframe communications to establish and manage transfer of information within and outside the agency.
  • Extensive knowledge of standards and policies regarding microcomputer hardware and software.
  • Conduct research and provide recommendations on new technology being considered.
  • Develop and distributes desk references made available to division staff.

Confidential, Washington, DC

VIP/Executive IT Support Analyst


  • Deployed upgrades from CISCO VPN Client to Juniper SSL VPN client to all remote devices for customer.
  • Monitored the connectivity of VPN solutions to ensure users had network access.
  • Performed day-to-day responsibilities utilizing an IT Service Management System for ticket workflow management and documentation log database.
  • Used System Center Configuration Manager (SCCM) to ensure all remote systems received security updates, policies and procedures updates, and image upgrades.
  • Experienced in all areas of troubleshooting and repairing the standard set of peripherals for a workstation for OST.
  • Performed onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
  • Supported and provide feedback to ensure continual process improvement.
  • Provided rapid support response for VIP break/fix and requirement requests.

Confidential, Alexandria, VA

Deployment Team Lead


  • Executed monitor and control projects from initiation through to delivery and commissioning.
  • Supported customers in solving complex problems.
  • Supported leadership to multiple parties to define requirements, establish system design, coordinate deliveries and report to customers.
  • Maintained hardware and equipment standards to ensure appropriate equipment orders are procured.
  • Proactively manage change control and communicate impact in project scope, identify issues, and creating contingency plans.
  • Identified and managed project dependencies and critical paths.

Confidential, Upper Marlboro, MD

IT Engineer


  • Maintained detailed call records for all customer interactions.
  • Troubleshoot issues through reproducing the problem and determine resolution.
  • Provided newly reported problems, assign proper severity and work to identify a resolution.
  • Updated the ticket tracking system to provide accurate and status of support issues.
  • Researched, troubleshoot, and resolved support issues. As needed, identify workarounds and communicate to customers.
  • Assisted with documenting customer and derived technical requirements for end user requests.
  • Worked with end user to understanding their concerns and executes the right solutions to meet their needs.
  • Provide deskside VIP support to presidential appointed members.
  • Install and troubleshoot Microsoft Windows 7 operating systems and standard business applications, including desktop systems, associated peripherals, and verification of operation.
  • Install and troubleshoot Apple products ranging from MAC OS X, iPhones, iPads, and hardware using the Good Mobile Control.
  • Work with other IT groups to rollout hardware and software upgrades, implement new equipment and services, and assist with new product testing and special projects.
  • Timely follow up with customers to ensure problems are resolved successfully and satisfactorily.
  • Offering demonstrated knowledge to team members with resolving issues.
  • Scheduling relocation and deployment assignments.
  • Using Microsoft SharePoint to communicate with government coordinators.
  • Hands on experience with Active Directory and Share Point ticketing system.
  • Setting permission to users for files.
  • Thoroughly collected and updated non-monetary reports and records.
  • Manage projects and heavy caseload while responding to customers request in a high priority fashion.
  • Help leading relocation and deployment projects.
  • Team player equipped with strong leadership and interpersonal skills.
  • Complemented with strong work ethic.
  • Excellent written and verbal communication aptitude.
  • Held accountability in teaching employees on the proper use of computer equipment.
  • Gained consistent recognition as outstanding worker.
  • Applied outstanding interpersonal skill by displaying a friendly demeanor always to deliver excellent customer service.
  • Developed and maintained solid knowledge and awareness of all new technology features to provide exceptional service to each customer.
  • Effectively and immediately resolved every customer complaint.
  • Worked collaborative with management to relay and discuss customer requests and needs.
  • Supported Sr. Executives within the Federal Government.
  • Timely follow up with customers to ensure problems are resolved successfully and satisfactorily.

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