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Help Desk Analyst Resume

Richmond, VA


To secure a computer networking position within a company that will utilize my skill set and opportunities for advancement, as well as the ability to work well with others to benefit the organization and it community partners.


Adobe, TCP/IP, MS Office (Excel, Word, Outlook), VISIO, HTML, LAN/WAN, Java, JavaScript, SQL, FTP, Linux, Windows Vista/XP/Windows 7


Confidential, Richmond, VA

Help Desk Analyst


  • Provide high - level administrative duties including scheduling and tracking resources.
  • Analyzes problems and provides information/solutions.
  • Operates a PC/image station to obtain and extract information; documents information, activities and changes in the database.
  • Provide technical phone support to Confidential Blue Cross Blue Shield Members: password resets, email issues, & general problem-solving with various software programs
  • Thoroughly documents inquiry outcomes for accurate tracking and analysis.
  • Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner.
  • Researches and analyzes data to address operational challenges and customer service issues.
  • Provides external and internal customers with requested information.
  • Uses computerized systems for tracking, information gathering and troubleshooting.
  • OS troubleshooting (Windows 7 & Mac OS)
  • Responsible for answering customers calls (50 -70 per day)

Confidential, Richmond, VA

Technical Support Specialist


  • Track incoming/outgoing correspondence via PAC2000 (Remedy) workflow system; used also to escalate issues to other departments within Technology Services
  • Provide technical phone & desktop support to Confidential advisors & staff to include: password resets, email issues, & general problem-solving with various software programs
  • Network connectivity issues (network drive mapping, printer mapping, driver updates, etc.)
  • Malware, Virus & Adware removal
  • OS troubleshooting (XP, Vista, Windows 7 & Mac OS)
  • After hours market hours support (addressing PC/Mac connectivity, Blackberry, media cabinet & LCD projector issues via phone)
  • Hardware & Software installation
  • Application support (i.e., Microsoft Office (MS), Smartstation, Uniphi, etc.)
  • Responsible for Key Performance Indicators such as Hold, Talk Time, Schedule Adherence

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