We provide IT Staff Augmentation Services!

Help Desk Analyst Resume

SUMMARY

  • Technically sophisticated information technology professional with extensive experience supporting hardware/ software systems and equipment upgrades.
  • Solution oriented, highly analytical, and resourceful candidate with over ten years experience with customer service, desktop support, and network administration.
  • Reputation for excellent communications and diagnostic skills, consistently solve problems, productivity, complex problem resolution and professionalism.

TECHNICAL SKILLS

Operating Systems: DOS, Microsoft Windows versions 3.11, 95, 98, NT, XP, 2000, 7 and 8

Software: Microsoft Office Suite (Word, Excel, PowerPoint, Access) Outlook, Lotus Notes, Remedy, Oracle, FACETS, Safari, Chrome, and Internet Explorer

Additional Tools: DHCP, WINS, DNA, Active Directory, TCP/IP, VPN, Remote Desktop Network designs of routed and switched networks involving LAN, WAN, and dial up access services, Norton Firewall and Ghost, LAN Manager, McAfee/ Norton Virus Protection Utilities

PROFESSIONAL EXPERIENCE

Confidential

Help Desk Analyst

Responsibilities:

  • Dispatch field technicians for unresolved inbound call requests
  • Proactively configure customer LAN, PROXY, and wireless setting
  • Reset user name and password for Confidential network access and email
  • Provide end user training for LAN/WAN and Wireless usage and basic computer functions
  • Documented help desk tickets/resolutions, and provided overall assistance in daily administration
  • Inbound call center help desk support for troubleshooting with internet cable and telephone issues

Confidential

Customer Account Executive Representative

Responsibilities:

  • Inbound call center for CareFirst insurance
  • Quote benefit premiums payment posting and account resolution
  • Proactively identify problematic accounts to senior management
  • Assist members with insurance inquiries for deductibles premiums and coverage

Confidential

Help Desk Analyst

Responsibilities:

  • Answer Remedy Ticket request as submitted to evaluate technical issues
  • Troubleshoot network connectivity, hardware, software applications data, and user permissions
  • Provided computer help desk support and technical training on hardware/software to end users
  • Performed diagnostics and troubleshooting of system issues and documented help desk tickets/resolutions
  • Provided local and remote desktop support for corporate headquarters and satellite locations nationwide
  • Remote desktop administration for any problem across offices related to Microsoft Windows Operating Systems

Hire Now