Help desk Analyst Resume

PROFESSIONAL SUMMARY:

Seasoned IT professional with proven expertise in installing, upgrading, configuring, and supporting company computing resources including hardware, software.
Peripheral devices and applications. Extensive customer service experience supporting users of all levels to resolve complex technical issues

PROFESSIONAL EXPERIENCE:

Confidential

Help desk Analyst

Responsibilities:

Provided emergency access
Assisted the provisioning team with security risk issues(sox compliance)
Microsoft Exchange
Active Directory
VMWare Horizon Portal Administration
RSA token software administration
Virtual Machine management
Alteris deployment and software updates
Direct access to implement new policies and system changes
First level and second level troubleshooting
Provide password resets for various system via verbal and email
Utilize Service Manger ticketing system for ResQ (request)
Create tickets via email as well as taking calls
Use Dameware as well as SCCM
Received International calls and ResQ (request)
Assign various tickets to various different group based on the nature of the issue.
Create knowledge articles for new solutions discovered
Work with teammates for problem resolutions

Confidential

Help Desk Analyst

Responsibilities:

Provide first - line IT support to employees and vendors of multiple hospitals throughout the east coast and central division.
Utilize the Heat Ticketing System for technical service requests.
Adhere to company escalation policies and thoroughly document/log all service requests.
Perform password resets and administrative functions for several systems such as Active Directory, Blackberry, Meditech, Meditech Magic, Invision, MAK, Midas, Kronos, Allscripts, AS400, Sorian and Sunquest.
Support Blackberry issues.
Worked with PointClickCare and various other healthcare software.
Utilized Active Directory, Microsoft Outlook, Service, and Service Desk Manager ticketing system.
Service/support IDX printers, along with various printer installations.
Worx mail set up for mobile devices.
Additional technical experience included: Cisco Finesse, Citrix connections, Configuration Manager Console. Windows 7, 8 and 10, Internet Explorer 8-11 and Edge. Configuration of Citrix for remote users for Windows and MAC.

Confidential

Computer Technician

Responsibilities:

Supported company employees with Level I - II technical service issues.
Executed Windows 8 renew project company wide
Provided training support for users on Windows 8 with Lenovo Laptop models include X-1 Carbons,T-440,and T-240s.
Imaged new machines during rollout of Windows 8 images.
Adhered to company escalation policies and thoroughly documented/logged all service requests.

Confidential

Technical Support Analyst

Responsibilities:

Supported company employees with Level I - II technical service issues.
Provided employees Kronos support.
Handled security requests and time stamp hour adjustments.
Created templates to modify accrual time.
Adhere to company escalation policies and thoroughly document/log all service requests.

Confidential

Customer Service Representative

Responsibilities:

Light data entry
Customer service
Created database for Katrina victims (contaminated trailers)

Confidential

Help Desk Analyst

Responsibilities:

Provided help desk support to international medical research facilities I.E. Transmissions issues, ECG reports using PC Anywhere.
Installed Windows XP as well as research software.
Created and edited database solutions for new issues via Windows 7.
Created activate trouble tickets.

Confidential

Help Desk Support & Instructor /Desktop Support

Responsibilities:

Computer literacy instructor/providing help desk support throughout facility.
Custom Data Migration
Build and maintain network and Active Directory also upgrade facilities with Windows 7 (refurbished).
Interior Audits, refurbish and lay out entire network.
Proficient with Android phones operating systems.
iPhone and Blackberry synchronization.
Set up and maintain Active directory.

Confidential

Temporary Position

Responsibilities:

Sorted and distributed direct mail and packaging for shipping.

Confidential

3rd Party Collector

Responsibilities:

Responsibilities included: contacting individuals about outstanding debt, help resolve debt, and settle accounts to close out.
Used CUBS software and LYRICAL AGENT software

Confidential

Contract Computer Technician/Desktop Support

Responsibilities:

Disconnected and reconnected computers to network
Performed various types of Help Desk support
Technical service for repair, replacement and upgrades of systems and networks
Basic network troubleshooting and testing connectivity
Performed system maintenance and backups
Upgrade, configure, and installed hardware and software to personal computers
Static and Dynamic IP configurations and various types of data migration
Completed hardware setups, repairs, installs and upgrades to many PC’s and printers
Windows XP and desktop support
Windows Vista desktop
Adhere to company escalation policies and thoroughly document/log all service requests

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