Helpdesk Analyst Resume Profile VA - Hire IT People

Special Skills:

Work Experience:

Confidential

Helpdesk Technician

Respond to Incoming phone Calls and Emails with request for technical help using Remedy Ticketing software
Configure Cisco VoIP phones and accounts for users who are in the office as well as for those who work remotely from time to time
Perform Hardware/Software Maintained/Installations for Lenovo and HP machines both Laptops/Desktops
Configure User's email account for PDA devices both Android and Apple products
Assist in Mapping Network drives, Network Printers and performing AV task for users in several conference rooms which consist of audio setups projection displays for both laptops/desktops and configuring users for GoTo Meeting conferences.
Troubleshooting network connectivity issues dealing with wireless configurations or LAN lines
Usage of Active Directory for creating user's accounts machines, including enabling/disabling. Unlocking/locking accounts also
Helpdesk across the U.S who needed installations for software or printers
Blackberry device repairs, Laptop and Desktop repairs, such as retrieval of hard drives, repairs of network cards, monitor replacements
Setup user's profile on new or loaner machines
Usage of Infra and Clarify Ticketing Systems both web-based

Confidential

Helpdesk Analyst Contractor

Duties consist of taking phone calls from employee that work within the United States and Canada
Providing technical support and troubleshooting such devices as Laptops, Desktops, Printers, Blackberry RSA, and Vasco Tokens for VPN support.
Helping users with unlocking or Create/Remove user's accounts within Active Directory, PeopleSoft, Citrix, Novell, Deltek, AT T Connect, RSA, Vasco Servers as well as Blackberry Enterprise Server.
Creating and closing tickets within the IBM Maximo Web-based Ticket system. Contacting user who've submitted ticket and helping them resolve their issues.
Providing Tech support not only to the employees of the company but also Executives within the company with fast response time.
Remote into user's machine with Dame Ware Software to do software installations, Upgrades or even helping a user's with Microsoft Office Issues such as Word, Excel, PowerPoint, and Outlook 2003-2007

Internship experience:

Confidential

Helpdesk Technician/Instructor/Test Proctor

Check-in and monitor candidates at the testing center
Go on-site to help clients with technical issues such as computer and network issues
Tutor and Teach Comptia A classes to students in preparation for their exams

Confidential

Helpdesk Intern

Use Blackberry Enterprise Server to configure new and old employees, also do small repairs on Blackberry devices
Configure Printers to the Network, Create accounts using Active Directory, Install software and Hardware onto Dell Laptops, PC's and Servers
Usage of Symantec Ghost and Acronis to Image Computers for New PC's
Experience with Windows XP , Vista and Windows 7 Operating Systems

Confidential

Helpdesk Technician Intern

Involved hardware repairs such as laptops, printers, and pc's
Joining new employees to the companies domain, troubleshooting and testing the wireless network every morning before business hours
Installing and upgrading employee's software in person and remotely with the use of Log me in software.
Also prepared conference rooms for presentations.