Helpdesk Analyst Resume
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TECHNICAL SKILLS
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
PROFESSIONAL EXPERIENCE
Confidential, MA
Helpdesk Analyst
Responsibilities:
- 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
Responsibilities:
- 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
Responsibilities:
- 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
Responsibilities:
- 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