Help Desk AnalystÂ Resume Washington, DC - Hire IT People

SUMMARY:

Hard working and highly motivated IT Support Professional with experience of providing PC and Client/Server tech support and a desire to advance.
Extensive experience with setting up equipment for employee use, performing proper installations, and resolving hardware/software maintenance issues.
Consistently recognized for technical troubleshooting and customer support skills used to rapidly and cost - effectively resolve technical issues. Excellent writing, communication, and organizational skills to effectively provide services to technical and non-technical users.

TECHNICAL SKILLS:

Microsoft Office 2010/2013
Windows 7 and 8
Basic HTML, blogs, and wikis
Basic understanding of database and SQL
Cisco hardware/software
HP/Dell/Compact/Lenovo ThinkPad laptops/desktops/mobile devices
HP/Ricoh/Xerox/Dell Printer troubleshooting
Computer builds and repairs hardware installations and swaps
BlackBerry configuration
Cable running and testing
Connectivity troubleshooting (activating ports, basic router configuration, switches, Wi-Fi router)
Remedy ticket escalation and documentation
Hot-swappable hardware management

PROFESSIONAL EXPERIENCE:

Confidential,Washington, DC

Help Desk Analyst

Responsibilities:

Provide support for implementation, troubleshooting and maintenance of IT systems.
Create, update, close and reassign service desk tickets.
Push software to computers through System Center Configuration Manager
Support users connecting to VPN via RSA Two-Factor authentication.
Coordinates, and implements Confidential measures to safeguard computer databases.

Confidential,Washington, DC

Help Desk Technician

Responsibilities:

Provide Tier 1 level support to YMCA employees, resolving software and hardware issues.
Configure desktops and laptops computers for deployment
Prepare documentation for hand receipts and inventory tracking
Create, modify, and remove accounts in Active Directory including password and profile resets
Remote and on-site installation of hardware and software

Confidential,Washington,DC

Computer Specialist

Responsibilities:

Provided high quality site related IT help desk / customer support for over 300 client users for a non-profit organization in their Headquarters office in Washington, DC, as well as other locations in the greater regional area.
Functioned as office dispatcher by taking on over 50 incoming calls per day to the Office of Technology help desk hotline in order to report and escalate IT related issues to senior analysts.
Served as back-up to the senior analyst who is solely responsible for maintaining IT technical support for 12 remote site locations throughout the Washington, DC commuting area.

Confidential, Annapolis, MD

Tier I Technician

Responsibilities:

Provided base level IT support to non-technical users
Resolved help desk tickets using companies AQL and remedy ticketing system
Construction and design of desktop PC’s using basic essentials for proper functionality
Reconfigure and upgrade PC RAM
Installation and modification of hardware for 700+ customers

Confidential,Hyattsville,MD

Tier I Technician

Responsibilities:

Provided base level IT support to non-technical users
Resolved help desk tickets using companies AQL and remedy ticketing system
Construction and design of desktop PC’s using basic essentials for proper functionality
Reconfigure and upgrade PC RAM
Installation and modification of hardware for 700+ customers