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Helpdesk Analyst Resume

5.00 Rating


Software: Microsoft Office 2007, 2010, 2013, (Word, Excel, Power Point, and Outlook); Windows (XP, 7, 10); Active Directory; VPN Account Creation

Hardware: Add or remove RAM, CPU, motherboard and expansion cards

Professional Skills: Formal training in Customer Service, Conflict Resolution, effective oral and written communication, and time management

Certifications: ITIL Foundation v3 in IT Service Management


Confidential, MA

Helpdesk Analyst


  • Create New User accounts through Exchange Management Admin Center
  • Troubleshoot various Desktop issues ranging from Office Suite Issues to Network Connection Issues
  • Escalate tickets when needed through the Service Now ticketing system
  • Create User Mailboxes for new and existing users wifin Active Directory
  • Create Distribution List and Security Groups wifin Active Directory
  • Troubleshoot VPN connection issues wif end users.
  • Created VPN account through the RSA SecurID Console for both Internal users as well as External users

Confidential . Boston, MA

Helpdesk Associate


  • Used Zipcar site admin to manage users and give permissions to admin users as needed
  • Updated users using Active Directory
  • Troubleshoot issues by connecting to end users using Go To Assist, Skype for Business and SCCM
  • Created user accounts as well as outlook mailbox’s for new hires
  • Imaged new computers using SCCM
  • Added users to Groups and granted access as requested
  • Used site ticketing system to troubleshoot and escalate and close incoming tickets
  • Moved users to new locations wifin the office

Confidential, Cambridge, MA

Desktop Support


  • Upgraded Lenovo ThinkPad Laptops to be deployed to end users
  • Imaged older ThinkPad Laptops to be used as Loaner Laptops
  • Used SCCM to deploy programs and images to User devices and Loaner devices
  • Imaged new incoming Lenovo ThinkPad devices to company standard image using SCCM
  • Upgraded older laptops by installing ram and SSHD into machines

Confidential, MA

Help Desk Intern


  • Assigned VPN tokens to users allowing remote access to internal network using RSA Secure ID
  • Received 10 - 20 calls daily solving issues wif end users
  • Used Remedy ticketing system to create 15 - 25 tickets daily
  • Provide Desktop Support doing Retrievals and Deployments to various locations wifin the company
  • Used Active Directory to reset user accounts
  • Imaging machines to be deployed to new hires wifin the company using SCCM
  • Created Incident Aging Reports using Excel weekly
  • Completed Monthly Reconciliation Reports to keep Active Directory updated
  • Used McAfee to scan for Threats or Confidential Unwanted Programs
  • Installed Software requested by end users
  • Troubleshoot Software Failures
  • Escalated tickets after gathering substantial information for Desktop Support

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