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Service Desk Analyst Resume

PROFESSIONAL SUMMARY:

  • Excellent oral and written communication and presentation skills
  • Strong organizational and analytical skills, with an eye for detail
  • Effectively negotiate, network, and close deals
  • Personable, motivated, enthusiastic.

EXPERIENCE:

Confidential

Service Desk Analyst

Responsibilities:

  • Identify, diagnose, and resolve issues of the mainframe, personal computer software, hardware, and networking
  • Define and classify level, priority and nature of problem, request and/or issue. If unable to diagnose problem and/or problem requires physical interaction with end user, dispatch field engineers from appropriate team
  • Create new users, assign permissions, and transfer user accounts in Active Directory
  • Coordinate timely repair of PC computer equipment according to contract Service Level Agreements
  • Provide one - on-one end user problem resolution via phone, email, and remote tools for State Department employees

Confidential

Help Desk Technician

Responsibilities:

  • Provide phone, remote, and desk-side technical support to users and other technicians for e-mail, directories, Microsoft Office applications, and network connectivity
  • Deliver, tag, set up, and assist in the configuration of end user hardware, software and peripherals
  • Provision & deactivate user accounts, user permissions, and applications as assigned
  • Consistent presentation of a professional image, both on the phone and in person

Confidential

Help Desk Specialist

Responsibilities:

  • Resolve user IT requests for assistance or assign problem to other technicians for resolution
  • Collaborate and research with senior technicians to find solutions for complicated IT projects
  • Use the REMEDY IT Problem Tracking System and enter all user requests for assistance
  • Author manuals designed for presentation in computer classes for end users

Confidential

Lead Computer Technician

Responsibilities:

  • Provide network diagnostics, maintenance, repair, troubleshooting and implementation services to a variety of end users
  • Ensure and confirm satisfaction with provided solutions; received two promotions for being attuned to the needs of users
  • Design and deploy network security solutions, including software and hardware firewall configurations for home offices
  • Initiate new ideas for technical marketing; helped exceed company sales goals by 200%

Confidential

Computer Refurbisher

Responsibilities:

  • Rebuild personal computers by performing hardware configuration, proper operating system reinstallation, and software installation
  • Display skills the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
  • Listen attentively to user concerns and provide appropriate feedback with courtesy and respect
  • Exhibit in-depth knowledge and understanding of numerous software packages and networking hardware

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