Helpdesk Analyst Resume

PROFESSIONAL EXPERIENCE:

Confidential

Helpdesk Analyst

Responsibilities:

Strong written and verbal communication skills
Ability to calm an irate customer by clearly communicating a sense of urgency and a willingness to deliver excellent customer service
Strong history of accurately documenting troubleshooting steps
Proven ability to effectively and efficiently research complex technical problems using the internet, written literature, the knowledge base, colleagues and other resources.
Troubleshooting experience with most of the following applications: Microsoft Windows 7, Microsoft Office Suite 2010 & 2013, Active Directory, Java, Internet Explorer, Remedy 7.6
VPN and SoHo Router troubleshooting
Resolve matters relating to hardware, hardware peripherals, software, workstation configuration, network account and remote desktop
Provide phone and helpdesk support for both local and off - site users
Provide network and VPN support and troubleshooting for Teleworkers
Daily use of Account Management and Active Roles
Configure and repair Microsoft Office Suite 2003/2007/2010
Response to customer’s inquiries, incidents and service changes regarding software and hardware request
Repair or reinstalled corrupt prioritized in-house software and COTS and the use of safeguards to protect information of computer files.

Confidential

Computer Field Technician\Driver

Responsibilities:

Support Windows 7, Windows Vista and Windows XP support environment using Windows remote assistance.
Maintained Active Directory and Outlook accounts to the Network.
Provided support for Confidential proprietary software (IQ).
Solved customer problems in fast-paced environment, both collaboratively with team members, customer or individually using knowledge based tools.
Accurately documented communications and troubleshooting activities in call tracking systems.
Prioritized, monitored and resolved open issue ticket.
Recorded, tracked and corrected issues reported by the IQ Monitor system.
Resolved technical problems from the Call center.

Confidential

Computer Technician

Responsibilities:

Answer incoming calls as a Helpdesk technician providing repairs, maintenance and troubleshooting issues remotely
Service guest, military and medical personnel calls a secure hospital environment via ticketing system
Once promoted as a Tier two Technician, trained new employees that entered as Tier one Technicians the duties of Tier one
Diagnosed, troubleshoot and resolved client issues with hardware maintenance, installations and upgrades.
Knowledgeable of multiple COT software and able to quickly learn In-House software.
Well versed in Call Center operations, providing service by communicating effectively with technical and non-technical staff.
Knowledgeable in repairing laptops, printers and desktops.
Strong knowledge in the prevention of viruses, spyware and malware threats.
Installation, configuration, troubleshooting and repairing Microsoft Office 2003, 2007 and 2011.
Installation, configuration, troubleshooting and repairing Microsoft Windows XP, Vista and Windows 7.

Confidential

Computer Field Technician\Driver

Responsibilities:

Ordered hardware for defective products from Dell for repairs on field assignments
Set up equipment for optimal performance, ensuring proper installation of cables, operating systems, peripherals and appropriate software.
Answered customer inquiries regarding software and hardware operations to resolve present and future problems.
Kept updated with training materials and procedures to perform and excel in the field.
Promote security awareness to end-users to ensure system security and to improve customer awareness of possible threats.
Analyze, troubleshoot and resolve incidents that the customer needs.
Repair or reinstalled corrupt In-House software and COTS and used safeguards to protect information in computer files.
Involved with support teams in the installation, relocation, modification, diagnosis and repair of computers and peripheral equipment.
Backdoor to End User daily to provide maintenance, if necessary, place tools icons on desktop for Users to run diagnostic tools.
Reimaged, Ghost and used Migration tools for individuals and mass deployments.
Repair and performed maintenance on Lexmark, Dell, Ricoh, Canon and H.P printer.
Inspect and examine printers and print jobs products for clarity, color accuracy, conformance to specifications, internal and external defects.