IT Help Desk Analyst Resume

SUMMARY

Accomplished, dedicated, analytical professional, offering solid expertise in information technology in diverse industries including telecommunications, internet and cable services, and construction. Armed with proven knowledge of computer assembly, including imaging and repair in laptops, Surface Pro, and desktops. Effective at supervising and mentoring teams utilizing excellent leadership and communication skills, as well as in building positive work relationships with clients and staff.

PROFESSIONAL EXPERIENCE

Confidential

IT Help Desk Analyst

Responsibilities:

Respond to various technical issues including laptops, PCs, Surface Pros, iPads, cell phones; as well as Windows OS, Mac OS, Salesforce, Exchange, and all proprietary software
Apply skills in resolving technical issues on Voice over Internet Protocol (VoIP), firewall, and modems.
Train and Mentor new IT Help Desk Analyst as well resolve escalated tickets from level 1 Analyst
Works with Engineers and Management on streamlining current processes and procedures

Confidential

Lead Technical Care Specialist

Responsibilities:

Fulfilled diverse functions such as senior trainer and mentor for new hires, in charge of providing recommendation for technical promotion to lead tech positions.
Held responsibility in keeping the standard operating procedures (SOPs) up - to-date to meet existing scope of support standards.
Troubleshot and resolved various issues with HSD, phone, business phone, TiVo, and video.
Demonstrated excellent leadership skills in building relationships with supervisors and management through implementation of development plans for associates.
Served as a main contact regarding all technical issues.
Boosted overall efficiencies by introducing several training guideline documents to address repetitive technical issues
Earned recognition for key contributions such as authorship of training policy for VoIP for business services, subsequently being adopted by the company; establishment of the Testing Department for all new products; as well as completion of multiple special projects for Confidential .