Helpdesk Analyst Resume Profile

SUMMARY OF QUALIFICATIONS

Ideal position titles include IT Helpdesk Technician Tier 2 / Specialist, Junior System Administrator, Computer Support Engineer, and Network Technician.
Resourceful, thorough, detail-oriented problem-solver proven ability to elevate customer satisfaction levels by consistently providing quick, efficient, top-quality service.
Reliable, motivated quick study with passion for learning new skills and achieving goals within time-sensitive environments. Maintain active Top Secret security clearance.
Dedicated professional with history of going above and beyond as individual contributor and within team atmospheres.
A Certification.

Technical Skills

Platforms and Tools
Software: MS Office 2003/2007/2010, Adobe Pro Active Directory, Remote Desktop / Carbon Copy, Vmware, Teamviewer, Safe-net / Bitlocker / EEPC, Secure ID, My Desk, GO TO ASSIST CISCO ANY CONNECT.
OS: Windows 98, XP, O3, vis, 2007, 2008 MAc 2003 / 2008 Server, Blackberry Good Server.
Ticket Systems: Remedy, Quick Base, Service Center, TRack IT, BMC and Foot Prints.
Network Infrastructure: Cat 5e 6, Punch downs RG-6 coaxial, Fiber optic, VPN.

Professional Experience

Confidential

Technical Support Specialist II

Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, and in-person requests for assistance with hardware, software, networking, and other computer-related technologies.
Provide level 1 and 2 IT help desk and onsite support to the organization.
Interview clients to collect information regarding computer related problems lead clients through diagnostic procedures to determine error/ problem.
Research, resolve and follow-up on routine user problems refer more complex problems to team leader/supervisor or technical staff or contact software and hardware vendors to request service regarding defective products.
Install personal computers, software, and peripheral equipment provide standardized desktop and laptop images on all site computers.
Test software and hardware to evaluate ease of use and whether product will aid user in performing work.
Manage physical inventory of hardware.
Supports junior level support staff in providing technical services, and escalates problems to senior level support personnel, when appropriate, via proper escalation procedures.
Provides feedback to the IT Service Management group on ways to improve efficiencies for end user support.
Performs workstation operating system installs from a production core image. Provides feedback to Workstation Engineers on issues observed with the core image.
Uses IT tools such as Remote Desktop Connection, Active Directory, etc. to troubleshoot and remediate issues.

Confidential

helpdesk analyst tier ii

Global Support Specialist- Credit Suisse World's second-largest Swiss bank, with over 100,000 employees worldwide provider of private banking, investment banking, and asset management products services.
Provides desktop, basic application, and telecom support.
Provides 1st and/or 2nd level PC support as applicable for infrastructure hardware and software
Stays current with industry trends in Information Technology advancements.
Implement software and hardware upgrades to support IT initiatives and comply with established standards.
Assist with Window Xp to Windows 7 Migration.
Manage communications with customers to quickly and efficiently resolve hardware and software problems.
Provide 2nd and 3rd level support to internal employees Confidential
Integrate systems software, diagnose hardware problems, and resolve directory service issues.
Assist clients with change from XP to Windows answer questions regarding new platform and MS Office.
Clearly and accurately document all issues to optimize local support team's awareness and understanding of customer problems. Also provide training to technical team.
Placed in top ten of 90 Techs in Call Center Department within first six months of tenure.

OVerseas contracting

Confidential

Optimized satisfaction of 400 clients by providing IT/Network support.
Created images for Dell 630 Series, Panasonic CF-52 Toughbooks, and Ghost 32 software.
Monitored and maintained multiple networks e.g., DOS GINL and MWR and servers.
Coordinated and implemented in-depth GINL Network user-training classes.
Contributed to multiple VSAT, network cable infrastructure projects and configured Cisco 3500 and 2950 series switch.
Retrieved critical client information by decrypting GNL hard drives.
Managed inventory and ordered IT supplies.
Successfully resolved broad range of software and hardware issues.

Confidential

Installed, maintained and supported both secure and non-secure communications.
Re-imaged both classified and unclassified hard drives, handled trouble calls for classified network and Sensitive Compartment Information Facility SCIF .
Created user accounts, diagrams, and spreadsheets for unclassified / classified networks.
Installed Cat5e/RG-6 coaxial/Fiber Optic cabling throughout command center.