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It Service Desk Analyst Resume

TECHNICAL SKILLS:

Operating Systems Installations for: Windows 7, Windows 8, Windows 10, Mac OS, Microsoft XP; Data Migrations and PC Images

Software Applications: MS Office Suite 2000, 2003, 2007, & 2010 (Access, Excel, PowerPoint, Word); Norton Ghost; installing drivers, Sharepoint, Active Directory, Track It; SQL Server 2008; Oracle; CIC; Securedoc; VMWare Server, and Sales force.

Hardware: Cisco IT Essentials (PC software and hardware); HP desktops & laptops; Dell desktops & laptops; Lenovo ThinkPad laptops; HP printers; general computer builds and repairs; hardware installations and swaps; general networking experience (running cables, troubleshooting connections, activating ports), easy suites cable, USB, network transfer. Mac OS, Iphone, and Ipad

Clerical skills: data entry; customer service support (both on the phone and in person). Excellent customer service for remote users.

PROFESSIONAL EXPERIENCE:

Confidential

IT service desk analyst

Responsibilities:

  • Provide technical assistance and support for incoming queries and issues related to computer system, software, and hardware
  • Create and close tickets using ServiceNow
  • Escalate unresolved or complex queries to the next level of support
  • Communicate with other internal departments and support groups to ensure quality service and support
  • Provide assistance with trouble shooting Outlook, VPN, and computer hardware
  • Provide administrative management using Active Directory active roles
  • Provide remote desktop support using Bomgar
  • Adhere to all documented procedures to ensure a timely resolution and the highest level of customer service
Confidential, Maryland

General Dynamics IT

Responsibilities:

  • Provided call center technical phone support for pc and mac os users
  • Provided Email/Chat support for online and remote users
  • Provide support for clients non - proprietary and proprietary information and applications
  • Ensure detailed explanations of user problems are entered into Problem Management System
  • Interact with other internal departments and support groups to ensure quality service and support
  • Provide excellent service support in a professional, patient and understanding manner
  • Strictly adhere to all documented procedures to ensure a timely resolution and the highest level of customer service
  • Provided troubleshooting for operations systems and software installation on PC and Mac
  • Help Desk is open 24/7 for students, staff, and faculty
  • Create and close tickets using the ticketing system Salesforce and remote support using WebEx
Confidential

I.T. Technician

Responsibilities:

  • Provided quality assurance testing for newly imaged PC images.
  • Audio Visual support for video conferences (laptops, phones)
  • Support and troubleshoot issues related to printers
  • Supported Cicso VOIP phone configuration and deployment
  • Performed over the phone troubleshooting to end users
Confidential

I.T. Support Intern

Responsibilities:

  • Data migration for 20 users weekly using easy suites cable, USB transfer, and network transfer to upgrade systems to Windows 7.
  • Monitored account access for 25 users weekly using Active Directory and Sharepoint Excel
  • Imaged 20 PC desktops and laptops daily using Symantic Ghost
  • Performed hardware assessment to identify damages on components
  • Outlook, internet connection, and hard drive troubleshooting

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