Tier 1 Helpdesk Analyst Resume Washington, DC - Hire IT People

SUMMARY:

Highly skilled in ability to help customers in a professional and concerned manner; committed to excellent customer service and customer satisfaction.
Ability to work well independently and as a member of a team. Committed to professional growth and development, also effective in promoting a positive, productive work environment.
High level of enthusiasm and commitment to the information technology career.
Answer user inquiries regarding computer software or hardware operation to resolve problems.
Working knowledge of networking devices and printers, enter commands, analyze network data to determine network usage and disk space availability.

TECHNICAL SKILLS:

WORK EXPERIENCE:

Confidential, Washington, DC

Tier 1 Helpdesk Analyst

Responsibilities:

Customer Service focused; own the incident from start to finish and/or escalating to the correct team to resolve it
Provides technical troubleshooting assistance related to computer hardware, software and mobile devices.
Work effectively as a team contributor and also work independently while understanding the necessity for communicating work efforts.
Displayed exceptional people skills and maintained calm demeanor during every phone call.
Excellent technical skills, with strong knowledge of Windows, Active Directory, Microsoft Office, Internet connections and also installing software/applications.
Follow up on outstanding request and ensure timely resolution.

Confidential, Washington, DC

Senior Helpdesk Analyst Level 1

Responsibilities:

Provide technical assistance and troubleshooting, diagnosing, resolving, and documenting hardware, software, and network related technical issues.
Supported a Web Knowledge Base, keep articles up to date with the newest software and applications.
Resolved tickets in ticketing system Maximo.
Create, respond to, escalate, and close tickets. Track all outstanding tickets, working closely with Tier II Technician to ensure any problems are resolved in timely manner.
Received "outstanding" ratings on performance reviews each year, with top marks in teamwork, customer service, communication skills and technical problem - solving.

Confidential, Largo, MD

Desktop Support/Knowledge Analyst

Responsibilities:

Ensure quality customer service while providing over the phone and desk side end user support and efficient troubleshooting.
Initiate and resolve tickets in SalesForce/ServiceNow.
Maintain a Web-accessible knowledge base of solutions to common problems that is readily available to end users and technicians.
PC Imaging, migration and deployment.
Provides maintenance for computer hardware and printers.
Manage IT Inventory - Laptops, printers, desktops, toners, and peripherals.

Confidential

Tier 2 Support

Responsibilities:

Process incidents/requests in a high pressure, time sensitive environment via phone, email, instant messaging, and desk side.
Install software, modify and repair hardware and resolve technical issues.
Display courtesy and strong interpersonal skills with all customer interactions.
Ensure that tickets are created, resolved and completed to the client’s satisfaction via Remedy/Spiceworks.
Active Directory - Account creation, Password resets, and Group policies.
PC refresh and migration XP to Windows 7 and 8.
Provides successful troubleshooting of problems including root cause analysis for desktop, laptop and printers.