Help Desk Analyst Resume Profile


  • Over 8 years of experience in enterprise systems and general technical support including customer service and application/software and remote support
  • Experience in hardware and software implementations and deployment
  • Audiovisual and Meeting Support Web Conference, Audio Conference, IPTV, Videoconference
  • Operating Systems: Windows XP, Windows 7
  • Proficient in use of Microsoft Office 2003, 2007 and 2010, Microsoft Lync, Outlook, Citrix and Virtual Desktop Infrastructure VDI with XenDesktop, VPN, Remote Desktop software SMS , TCP/IP, RSA security fob administration
  • Help desk/call center ticketing software: HEAT, Track-It, Eagle, HP Service Center
  • Network Systems: Microsoft Server 2000 Active Directory and Networking Essentials, Novell Console One, iManager, Zenworks Configuration Management, Workstation Browser , Blackberry server BAS/BES support
  • Certifications: Computer Network Administrator Certificate and Computer Network Technician Certificate from Clayton State University



Enterprise Systems Help Desk Coordinator Level 3

  • Provide single point of contact to track and resolve technical, application and business support issues for more than 14,000 employees in over 40 countries in Windows XP/7 Enterprise environment
  • Provide advanced diagnosis and expert operational support for service desk, infrastructure hardware and applications
  • Provide operational support of proprietary CDC applications as well as Windows and Microsoft office issues
  • Provide training to users on how to set up and use new technologies and software
  • Provide extensive support to remote customers utilizing Citrix and troubleshoot remote access problems
  • Provide mobile device support Blackberry and iPhone
  • Responsible for network administration tasks using Active Directory including creating new users, assigning rights/permissions, and resetting passwords
  • Responsible for meeting Service Level Agreements SLAs in a high volume environment


Help Desk Analyst

Provided remote call center technical support to IBM/Lenovo customers in Windows Vista environment


Help Desk Analyst Tier II / Field Trainer for Server Implementation

  • Supervised field tech and specialists charged with the setup, installation and configuration of server hardware/software and PC's at newly acquired JP Morgan Chase Bank branches across the country to ensure proper installation of peripherals
  • Logged calls, problems and service orders in Eagle and Peregrine ticketing systems and followed up to ensure closure
  • Oversaw field tech operations to ensure proper installation of peripheral equipments with minimal supervision
  • Conducted classroom training on West Coast namely CA, CO, NV and AZ, to field technicians who were converting Washington Mutual banks to Chase bank branches


Regional Desktop Technical Support/Network Specialist/Trainer

  • Supported over 50 desktop and laptop users
  • Upgraded software and network hardware Windows 2000 server
  • Troubleshot hardware, software, network connectivity, and printer issues
  • Supported users of Blackberry and Treo phones
  • Provided classroom training and one-on-one training on operating system, iManage, Microsoft Office and other law firm applications for office staff, associates and attorneys and new employee orientation and training
  • Assisted secretarial staff with efiling preparations to meet critical deadlines
  • Maintained inventory of computer equipment laptops, PCs, printers
  • Used Active Directory and Novell ConsoleOne to create and maintain user accounts
  • Worked directly with vendors to solve application and network problems
  • Handled audiovisual equipment and arranged videoconferencing and Webex conferencing
  • Member of on-call team for all office locations
  • Worked on special projects as needed using PowerPoint, PDF conversions and scanned jobs


Help Desk Support Analyst-Tier I/Application Support Specialist-Tier II/Trainer

  • Provided technical support for hardware, software, network for over 200 users by phone and through emails
  • Assisted end users with network connectivity problems, computer lockouts and printer problems
  • Assisted end users with Windows and Microsoft Office help and how-to
  • Logged all calls and messages in the HEAT database and followed up to ensure closure
  • Analyzed problems using diagnostic programs and vendor's knowledge base
  • Oversaw installation, configuration, testing, support and testing and troubleshooting any issues associated with desktop client
  • Responsible for imaging/packaging computers
  • Supported users of BlackBerry and Treo phones distribution and training
  • Part of Deployment team floor support during and post-deployment
  • As application support specialist, increased Help Desk productivity through training and mentored other trainers on troubleshooting
  • Performed classroom and individualized training for new employees
  • Created curriculum and composed documentation for new applications
  • Created training aids manuals, handouts and slides

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