Helpdesk Analyst Resume

TECHNICAL SKILLS

EIGRP
BFP
OSPF
Port - Inter-VLAN Communication
HSRP
TCP and UDP
ACL and Port Security
Spanning Tree
Help Desk
Software Troubleshooting
Operating Systems
Microsoft Windows/MAC, IOS
Software Testing
Microsoft Windows
Technical Support
Microsoft Windows/MAC, IOS
Customer Service
HP Service Manager

PROFESSIONAL EXPERIENCE

Helpdesk Analyst

Confidential

Responsibilities:

Sole technical support for multiple users at multiple vaccination sites.
Setup, updated, and maintained user computers, printers, iPads, and networks.
Troubleshooting and resolving issues on mobile units and temporary sites.
Identified and resolved issues in databases used for patient vaccination records.
Complied wif HIPPA guidelines to protect patient privacy

Helpdesk Technician

Confidential

Responsibilities:

Resolving technical problems and answers queries by telephone in support of internal and/or outside customer computer hardware, software, networks, printers and telecommunications systems.
Diagnose, identify, isolate and analyze problems utilizing historical database records.
May route calls to product line specialists.
Maintaining and updating records and tracking databases.
Alerts management to recurring problems and patterns of problems.

Jr. Network Engineer/ Jr It Specialist

Confidential

Responsibilities:

Diagnose and resolve software and hardware incidents, including operating systems (Windows) and across a range of software applications.
Assisted our users wif any logged IT related incident when called upon.
Accurately recorded, updated and document requests using teh IT service desk system.
Excellent Customer Service - To maintain a first-class level of customer service ensuring dat all customers are treated efficiently and in an appropriate manner
To resolve incidents and upgrade different types of software and hardware and to resolve incidents wif printers, copiers and scanners.
Answer Help Desk phones and provide Tier I support to users on a variety of issues
Responds to telephone calls, email and personnel requests for technical support
Log and prioritize calls and provide reports as required on Service Level Agreements (SLAs)
Documents, tracks, and monitors teh problem to ensure a timely resolution
Possess strong customer service and communications skills
Analyze, evaluate, and test software and hardware problems
Handle heavy call volume
I was promoted into a Junior Network Engineering position where I ve continued to excel. I provided teh following support:
Daily support of teh local, wireless, and wide area network including switches, routers, and firewalls.
Implementation and support of teh network security infrastructure
Participate in capacity planning and monitoring.
Hardware and software lifecycle management.
Proactive network infrastructure support during and after business hours.
Work wif internal product owners and third-party vendors to resolve issues.
Participate in root cause analysis reviews.

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