Senior Help Desk Analyst Resume

OBJECTIVE

To secure a career position in help desk support, that offers growth and advancement.

PROFESSIONAL EXPERIENCE

Confidential

Senior Help Desk Analyst

Responsibilities:

Provides second tier level technical support for the authority’s computer, and technology users.
Responsible for the software inventory system; Duties include performing quarterly audits on the compliance of software licenses, license procurement, and license maintenance.
Maintains and updates the official list of standardized (and supported) Software, along with hardware requirements.
Serves as the single point of contact for employees, assisting them to use tools and information infrastructure effectively.
Assists the user - base via telephone, electronic contact methods, as well as working in walk-in centers. Remote support tools are used to assist the customers with efficiency.
Diagnose and repair mal-functioning tools, equipment and applications.
Detect and report infrastructure outages and application errors.
Assist, manage and maintain service level agreements (SLAs).
Perform account administration tasks for active directory, local, and specialized accounts.
Setup and repair local, and network printers. Experienced using print server queues and standard Internet Protocol.
Supported the user migration from Microsoft Office 2003 to Office 2007.
Provided full tech support for Windows XP & 7 also Microsoft Office 2003 and 2007 Suites (Word, Outlook, PowerPoint, SharePoint, and Excel), including user training and solved all OS and software related issues..
Setup Outlook 2003 2007 Client to connect user to MS Exchange to received and send emails.
In charge of setting up and coordinating the support of the board room’s AV equipment and presentations.
Provide remote-user support for VPN, Outlook Web access and Citrix virtual desktop tools.
Collects and organizes customer surveys generated by the iSupport ticketing system.
Creates data charts and other visuals with the data collected by the customer surveys.
Performs technician quality assurance checks with the customers that may submit sub-par surveys to see where service could be improved.
Creates outstanding ticket reports each day to assist with or resolve outstanding or suspended work orders.
Conducts customer IT training for supported hardware and software.

Confidential

Help Desk Support

Responsibilities:

Created standardized PC images for mobile computing projects, using the Symantec Ghost tool system to deploy the images.
Provide desktop support by troubleshooting issues, and assisting the customer’s use of desktop tools such as Microsoft Office, Windows XP, and Internet Explorer.

Confidential

Help Desk Support

Responsibilities:

Troubleshoot and repair network printers, laptops, desktops and peripherals.
Provide desktop support for Microsoft Office, Windows XP, Internet Explorer, Lotus notes, Thunderbird and remote connectivity.
Perform complete network and TCP/IP troubleshooting for both LAN and WAN infrastructures.
Held account administration duties via Active Directory to fix current, and create new network user accounts.
Provided full support for Microsoft Office 2003 and 2007 Suites, including user training and education.
Supported mobile devices of multiple platforms - Blackberry, iPhone, Android, including their connections to the Blackberry exchange, and GOOD servers.
Create and maintain PC images before deploying them with Symantec Ghost tools.
Installed and supported VMware Fusion for Mac OS users to work seamlessly with a Windows based environment.

We provide IT Staff Augmentation Services!

We'd love your feedback!

Resume Categories

Client Services

Job Seekers

Visa Sponsorship