Help Desk Analyst Resume

SUMMARY:

To obtain a Cybersecurity position with a company where I will be able to utilize strong technical, and customer service skills, and experience.

TECHNICAL SKILLS:

Operating Systems

Software

Hardware

Technical Support/Customer Service

General

PROFESSIONAL EXPERIENCE:

Confidential

Tier II Help Desk Analyst

Responsibilities:

Maintain file servers, network access; documents and analyzes system anomalies to ensure optimum equipment performance
Troubleshoot and determine problems for customer specific operating systems and applications.
Define and classifies level, priority and nature of problem, request and/or issue.
Responsible for opening, tracking and closing trouble tickets.
Ensures problem ownership and promotes end-user satisfaction.
Run patches as needed to make sure laptops and desktops are up to date
Answer between 15-20 phone calls on a daily basis
Report suspicious emails or website links reported by users to the security team..
Accurately document and update all assigned trouble tickets

Confidential

Help Desk Tier II

Responsibilities:

Serve as the initial point of contact via phone, email or in person for troubleshooting all IT related problems, including hardware/software, and printer problems
Provide deskside support as required to troubleshoot and resolve users’ issues with access, performance, storage, connectivity, etc
Write Standard Operating Procedures (SOPs) as needed
Utilize Remedy ticketing system to enter, track and update information for engineers, system analysts, and client’s users.
Use AD to move PC’s to right OU, delete from OU, and unlock or disable user accounts.
Run patches as needed to make sure laptops and desktops are up to date
Resolve between 10-15 tickets on a daily basis
Report suspicious emails or website links reported by users to the security team.
Image and deploy laptops to users and setup workstations.

Confidential

IT Specialist

Responsibilities:

Established and maintained security, integrity and business continuity controls and documents.
Participated in business and technical information technology solution implementations, upgrades, enhancement and conversions.
Collected, identified, defined and organized detailed user and information technology requirements.
Ensured anti-virus software was up to date and ran updates to make sure hardware was protected.
Interacted with the customer to gain an understanding of the business environment, technical context and organizational strategic direction.
Assisted users in backing data up
Reimaged PC’s whenever necessary
Active directory (unlocked user accounts, moved PC’s to right OU, deleted PC’s)
Resolved between 20-25 tickets daily

Confidential

Helpdesk Specialist (Tier I)

Responsibilities:

Provided Tier 1 IT support to the US Army and associated US Government agencies.
Responded to inbound calls/emails in a timely and professional manner, properly documented those interactions in the appropriate tracking systems, and sustained currency of work instructions and related process changes all in accordance with contract SLA.
Maintained, updated, recorded, and tracked incident and request database (Remedy ITSM).
Identified widespread issues through trend analysis.
Resolved technical problems and answer queries by telephone in support of internal and/or outside customer computer hardware, software, network, and telecommunication systems.
Diagnosed, identify, isolate, and analyze problems utilizing historical database records.
Resolved between 30-35 tickets daily

Confidential

IT Intern

Responsibilities: