Help Desk Analyst Resume Atlanta, GA - Hire IT People

SUMMARY:

Enthusiastic and adaptable technical support professional looking to leverage my skills to help accomplish organizational goals while providing customer service excellence.
Upcoming Confidential Tech graduate offering a strong academic background in IT combined with excellent experience as a Help - Desk Analyst.
Quickly learn and master new technology; equally successful in both team and self-directed settings; and proficient in a range of computer systems, languages, tools and testing methodologies.
Configure a lease period Back-up and restore the DHCP database Configure high availability using DHCP failover
Installing and Configuring IP Address Management
Configure Active Directory in a complex enterprise environment.

SKILLS:

Systems: Windows, Mac OS X, Mobile.

Databases: Oracle, Relational Databases.

Languages: SQL, Java, CSS, C++, JavaScript, PowerShell Scripting, HTML5.

Software: Zendesk, Fresh Desk, Field Nation, Work Market, Trex - Connect, Slack, Service Now, VMware, Hyper-V, VirtualBox, Server Manager, Command Prompt, SharePoint, Office 365.

PROFESSIONAL WORK EXPERIENCE:

Confidential, Atlanta, GA

Help Desk Analyst

Responsibilities:

Provide technical support to end-users for PCs, servers mainframes, and other web-based applications while providing high standards of customer service
Logged and tracked calls using web-based ticketing system
Resolved hardware, software, network, and other technical issues by identifying root causes and troubleshooting until resolved
Answer customers questions about product features to ensure satisfaction
Document all identified issues and error trends to management
Escalate service questions to appropriate client representatives when unable to fully resolve a customer’s issue

Confidential, Duluth, GA

Technical Support Specialist

Responsibilities:

Provided Tier 1 help desk support for customers end-users
Prioritized and triaged phone, email, and network monitoring system (NMS) tickets
Documented all worked performed in a highly detailed and accurate manner
Remotely supported customer turn-ups of equipment by providing scope clarification, physical layer and network troubleshooting
Developed and maintained excellent relationships with customers and technicians
Coordinated and facilitated communication with field technicians, customers, and help desk resources
Conducted deliverable audits, high complexity scope prep calls, site survey evaluations
Escalated relevant issues to the team lead, project manager, and NOC

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Help Desk Analyst Resume

Atlanta, GA

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