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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.

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