Tier I Help Desk Analyst Resume Profile,MD - Hire IT People

Profile

An experienced Technical Support/Help Desk Professional seeking to learn and master new concepts within a Help Desk role. Experience identifying, diagnosing and resolving technical problems within a multi-user environment. Knowledge of Windows XP, Microsoft Office, Lotus Notes email client and Internet access. Experience utilizing Heat ticketing system, Active Directory, VPN and Remote Access. In-depth knowledge and understanding of numerous software packages. Exceptional customer service skills.

skills summary

Microsoft Office
Windows XP
Heat ticketing system

Internet Explorer
Written Correspondence
Active Directory

Lotus Notes
Records Management
Customer Service

Professional Experience

Confidential

Tier I Help Desk Analyst

Provided first-level technical support at the Department of the Interior for over 1200 clients in the DC metro area. Identified, diagnosed and trouble shot all hardware and software issues regarding Lotus Notes, Microsoft Office suites, Windows XP and Internet connections.

Responded to request for technical support submitted by users via telephone, email or in person
Created, managed, maintained and followed up tickets through Heat ticketing system until resolution Documented and closed over 500 tickets
Handled account administration such as creating Internet based Inotes email accounts, resetting and unlocking LAN accounts via Active Directory and updating various email routing distribution lists
Helped set up workstations and laptops for new employees configured systems, ensured network connectivity, and installed and tested hardware and software
Maintained a 70 FTR First Time Resolution on all calls before escalating to 2nd level support
Escalated tickets to Tier 2 Tier 3 members while maintaining ownership of the tickets
Utilized Remote Control tools such as Remote Assistance to control users PC to solve hardware and software issues
Provided superb customer service to personnel and upper level management regarding any desktop issues or concerns
Provided support for users connecting to the network via both wired and wirelessly using VPN
Received a Customer Service Spot award in recognition of the competency, dedication and sense of team work performed on the job

Confidential

Confidential

Accounting Assistant

Handled various administrative and accounting duties such as data entry, filing, payroll entries and records management at BearingPoint for the Head Auditor of the Cost Plus Fixed Fee CPFF team.
Utilized the audit library database system to record and track the location of all contracts
Entered, maintained, updated and retrieved financial records from OneGlobe Intraspect

Professional Experience continued

automated accounting system
Accessed, uploaded, replaced and submitted CPFF financial reports in OneGlobe Intraspect automated accounting system Utilized pivot tables to administer and monitor all BCs Billing and Collections financial transactions such as accounts receivables, billing costs and revenue ensured total costs of all projects were recorded and computed correctly
Processed payments and documents such as invoices and monthly statements
Helped Senior Payroll Specialist record, compile and review timesheets and other payroll information detected and reconciled any payroll discrepancies to ensure accurate payroll
Updated CPFF and Civilian databases daily by utilizing the Vertical Lookup VLookup formula refreshed data in pivot tables when projects were completed
Helped Senior Network Administrator set up user accounts for new employees

Confidential

Help Desk/Data Entry Specialist

Provided administrative and technical support to nonprofit organization at AIPAC American Israel Public Affairs Committee .

Keyed in a unique identification ID number into PledgeMaker 4.2 fundraising software system to track and review all current members donation records ensured personal information e.g., name, address, contact number and total amount donated to the organization was recorded and computed correctly
Recorded all new donations into PledgeMaker 4.2 fundraising software system
Helped Senior Network Administrator set up new accounts for new employees

Confidential

Administrative Assistant

Provided administrative support at the Department of Housing and Urban Development HUD for the Director of the Office of Special Needs Assistance Programs SNAPs for the Community, Planning and Development CPD division. Performed various administrative duties such as greeting visitors, answering telephone inquiries, filing, records retrieval and maintenance and sorting and distributing mail.

Introduced, created and administered the upkeep of a new computerized records management system, which improved tracking all incoming and outgoing correspondence
Assembled and sent out information such as Homeless Assistance brochures to potential clients
Operated a personal computer to draft, type, review and edit correspondence in final format from dictation, verbal direction and knowledge of established departmental policies
Processed and filed all official correspondence, invoices and confidential records
Maintained communication with the Director and supervisor of the Correspondence Unit CU to ensure all correspondence is completed and delivered in a timely manner

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Tier I Help Desk Analyst Resume Profile

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