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Service Desk Analyst Resume

Washington, DC

CAREER OBJECTIVES

To become employed with a company that will allow me to utilize my administrative, organizational and information technology skills. I am a highly motivated and goal oriented individual with over 9 years of combined IT support, Help Desk and LAN Administration experience backed with a strong work ethic, attention to detail and a keen desire to satisfy clients needs. I am a team player with great interpersonal, communication skills, who is able to work with little or no supervision.

EXPERIENCE

Confidential, Washington, DC

Service Desk Analyst - III

  • Check daily assignments of team members and ensure proper assignments and service delivery. Ensure incident queue is being properly updated by team members with users follow up and updates.
  • Provide first call resolution support to various offices and agencies at the U.S. Department of Agriculture (USDA). Setup, create, edit and maintain users, computers and objects accounts via Active Directory on Windows Server 2003 and Windows Server 2008. Additional duties include password resets, account unlocks, and NetBIOS workstation naming assignments, user access control, permission settings and group policy assignments, as well as network printer setup, and management.
  • Use VMware Workstation 7 to test various operating systems, applications, and browsers prior to deployment on the Enterprise. Install, configure, and deploy Windows/MAC laptop PCs, workstations, and IPad tablets according to agencies’ specifications. Troubleshoot customers’ Transmission Control Protocol/Internet Protocol (TCP/IP), Local Area Network/Wide Area Network (LAN/WAN), and wireless internet/intranet connectivity issues. Mobile device support (Blackberry Enterprise Server account setup/maintenance), iPhone/iPads implementation via iPhone Configuration Utility and Microsoft Exchange ActiveSync respectively.
  • Identify and break down customers’ problems using structured problem resolution approaches working jointly with other teams such as network operations, LAN, Telecom, system engineers, and application support specialists to prevent reoccurring issues. Track customers’ incidents via the Information Technology Service Management (ITSM) ticket tracking system to ensure prompt delivery.
  • The technical tools used include Microsoft (MS) XP, Vista, Windows 7 Enterprise, MS Office Suite 2003 and 2007, Windows Remote Desktop Connection, SMS Remote Control, Active Directory, Citrix Management Console, LincPass-RSA/ Virtual Private Network (VPN), Cisco AnyConnect RSA VPN 2.4, Check Point VPN-1, BlackBerry Enterprise Server, McAfee EMM for Ipad - Iphone, McAfee SafeBoot Whole Disk Encryption, and SolarWinds network monitoring map.
Confidential,Sterling, VirginiaIT Specialist - II
  • Provide first call resolution support to various offices and agencies at the U.S. Department of Veterans Affairs approximately 6500 (VACO) users.
  • Performs password resets, account unlocks, and NetBIOS workstation naming assignments via Remote Desktop, Active Directory, and the Citrix Management Console
  • Provide telephone support, real-time access to the help desk ticketing system database, weekly operations reports, system management operations assistance, system, and end user documentation.
  • Identify and break down customers’ problems using structured problem resolution approaches working jointly with other teams such as network operations, LAN, Telecom, system engineers, and application support specialists to prevent reoccurring issues. Track customers’ incidents via the BMC Remedy (SDE) ticket tracking system to ensure prompt delivery.
  • Tier 1-2 support providing application software and/or hardware support to callers. Examples include changing mail aliases, password resets, blackberry issues, configuring Citrix, Exchange/Outlook issues, PKI, Web applications and troubleshooting MS Office applications.
  • Resolve calls ranging from software to hardware to connectivity issues.
Confidential, Washington, DC Service Desk & Migration Analyst - II
  • Performs password resets, account unlocks, and NetBIOS workstation naming assignments via Remote Desktop, Active Directory, and the Citrix Management Console.
  • Install, configure, and deploy laptop PCs and workstations according to customers’ specifications. Also troubleshoot customers’ Transmission Control Protocol/Internet Protocol (TCP/IP), Local Area Network/Wide Area Network (LAN/WAN), wireless, and BlackBerry device connectivity issues.
  • Identify and break down customers’ problems using structured problem resolution approaches working jointly with other teams such as network operations, LAN, Telecom, system engineers, and application support specialists to prevent reoccurring issues. Track customers’ incidents via the Information Technology Service Management (ITSM) ticket tracking system to ensure prompt delivery.
  • The technical tools used include Microsoft (MS) XP, Vista, Windows 7 Enterprise, MS Office Suite 2003 and 2007, Windows Remote Desktop Connection, SMS Remote Control, Active Directory, Citrix Management Console, LincPass-RSA/ Virtual Private Network (VPN), Cisco VPN v 5.0, BlackBerry Enterprise Server, and McAfee SafeBoot Whole Disk Encryption.

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