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Help Desk Analyst Resume

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Washington D, C

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SUMMARY:

  • CompTIA A+ certified professional with four years of help desk experience providing software, hardware, and client/server and networking technical support.
  • Proven success working in high - volume, 24x7 technical call centers. Demonstrated strengths in rapidly diagnosing, troubleshooting and resolving client issues.
  • Consistently praised for communicating effectively with both technical and nontechnical users. Known for excellent problem-solving skills and patience in dealing with frustrated users.

TECHNICAL SKILLS:

Software: MS Office (Word, Excel, Outlook, Access); instant messaging software; VMware applications, Adobe Acrobat Pro XI, Java.

Browsers: Internet Explorer, Firefox, Chrome, Safari

Call: Tracking Tools: Remedy

Hardware: PCs, Laptops, Telephony Systems, Printers, Routers, Modems

Networking: LAN & VPN/Remote Connectivity, TCP/IP

Platforms: Windows, UNIX, NetWare Servers, Citrix

PROFESSIONAL EXPERIENCE:

Confidential,Washington, D.C

Help Desk Analyst

Responsibilities:
  • Take an average of 45- 50 calls
  • Installs and upgrades
  • Password resets, piv suspensions
  • Troubleshoot Microsoft Exchange issues
  • Serves as point of contact for all users in a help desk environment.
  • Generates user notification, provides ticket status updates monitors the timely resolution of customer requests/issues and develops monthly trending reports.
  • Supports project personal in resolving complex problems.
  • Provide technical assistance and support for incoming inquiries related to firm computer systems, hardware, software, and remote access
  • Troubleshoot and resolved customer PC’s and Laptops issues.
  • Provided excellent customer service to an average of 30 calls per day
  • Performed virus removal and data transfers.
  • Respond to queries either in person or over the phone.
  • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
  • Ask questions to determine nature of problem

Confidential,Washington, D.C

It Help Desk Intern

Responsibilities:
  • Respond to queries either in person or over the phone.
  • Walk customer through problem-solving process.
  • Install, modify, and repair computer hardware and software
  • Follow up with customers to ensure issue has been resolved
  • Run reports to determine malfunctions that continue to occur.

Confidential,District Heights,MD

Shift Manager

Responsibilities:
  • Responsible for stocking merchandise sold as needed
  • Maintain the cleanliness and appearance of the store.
  • Prepared weekly deposits preparing them for pickup by armed guard.
  • Provided prompt, efficient and courteous customer service.

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