Help Desk Analyst Resume ProfileCary, NC - Hire IT People

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Help Desk Analyst

Forward - thinking solutions provider with an innate ability to identify technical issues and devise possible scenarios to choose the most cost-effective and efficient outcome. Consistently approach each new challenge with an entrepreneurial view, realizing that when projects are completed correctly, everything else falls into place.

Areas of Expertise

Data Migration Information Gathering / Analysis Systems Administration
Troubleshooting Problem Solving User Support Account Management
Business Development Strategic Planning Consultations Presentations

Technical Skills Profile

Software Protocols:

Server r2 Windows XP 7
Active Directory VMWare
Microsoft Exchange Domino / Lotus Notes
JAVA Microsoft OCS 2007
Wireshark Splunk SQL Server

Applications:

RAID and Storage Arrays
VPN Connectivity
Branch Cache
IPv4 IPv6

Professional Experience

Confidential

Combines IT and engineering services expertise to solve complex business problems.

Tier 2 Senior Analyst

Support more than 100,000 English-speaking users at Deutsche Bank locations around the globe, identifying technical challenges and troubleshooting to find resolutions remotely. Instant Messaging Administrator for Reuters Remove security threats from virtual sessions. Considered the application support and installation expert for 2700 different custom applications. Assist in the migration of email system from Lotus Notes to MS Exchange. Most Senior Tier 2 analyst of local team. Train new Tier 2 analysts. Support Tier 1 analysts. Create and add virtual sessions to the network.

Summary

Resolve complicated system issue using provided tools.
Use administrative rights to edit registry and managed app.

Confidential

Troubleshoot connectivity issues using tools such as wireshark and packet tracer
Provide deskside support for DB employees in local location.
Increased productivity, reduced training time, and streamlined processes as member of knowledge-absorption and knowledge-transfer teams to train analysts on processes.
Key Accomplishment
Repair Java issues and fix problems with Internet Explorer
Create virtual sessions and troubleshoot connectivity problems using cirtix
Global Top 5 Tier 2 analyst in ticket closure
Operational knowledge of Microsoft Active Directory in a complex setting
Proficient with Active Directory, DNS, GPS, and Windows Server Administration

Help Desk Analyst

Supported consumers in the resolution of technical issues through phone consultations and remote technical support.
Tax-representation firm.

Consultant

Key Accomplishment
Sold tax-resolution services to consumers and small-business owners across Eastern Virginia territory who had troubles with the IRS by completing pre-scheduled appointments to close and move clients on to next step.
Delivered higher than 60 close rate, ranking in top 5 of company.

Financial Professional

Key Accomplishments
As a stockbroker, prospected for business and individual clients and managed 20 million AUM. Completed research and maintained all accounts.
Secured 1 million in assets in first month in position through cold calling and prospecting efforts.
Averaged 15 growth each year by selecting little-known, high-growth securities.
Global financial services firm with locations in 50 countries.

Investment Associate

Key Accomplishments
Junior broker and member of investment team that managed 100 million AUM. Prospected for and secured investors with 1 million in investable assets.
Team was recognized with Pacesetter Award for being among top 5 of brokers in US during every year of employment.
Ensured that zero clients lost money during 2001 market crash following the 9/11 terrorist attacks by forecasting outcomes and positioning into market-neutral assets.

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Help Desk Analyst Resume Profile

Cary, NC

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