Help Desk Analyst Resume Rockville, MD - Hire IT People

SUMMARY:

Provided technical assistance and support for incoming queries and issues related to computer systems, software and hardware.
Responded to queries either in person or over the phone, wrote training manuals and trained computer users.
Maintained daily performance of computer systems and responded to email messages for customers seeking help.
Gathered information about the nature of the problem and walked customer through problem - solving process.
Installed, modified, and repaired computer hardware and software, ran diagnostic programs to resolve problems.

TECHNICAL SKILLS:

Advanced proficiency with Microsoft Office 2010,Outlook, Word, Access, Power Point, and Mac OSX, windows applications and servers, networking, hardware and software, troubleshooting, repair, windows upgrades, security, cloud computing, Virtualization, customer satisfaction, Knowledge of mobile devices and tablets.
Enjoy connecting with customers and demonstrating an enthusiastic and positive attitude
Ability to work in a fast-paced environment, handling multiple priorities and quickly learning new procedures
Excellent working relationship with co-workers and management
Plan and prioritize to ensure that set deadlines are met

PROFESSIONAL EXPERIENCE:

Confidential, Rockville, MD

Help Desk Analyst

Responsibilities:

Provided technical assistance and support for incoming queries and issues related to computer systems, software and hardware.
Responded to queries either in person or over the phone, wrote training manuals and trained computer users.
Maintained daily performance of computer systems and responded to email messages for customers seeking help.
Gathered information about the nature of the problem and walked customer through problem-solving process.
Installed, modified, and repaired computer hardware and software, ran diagnostic programs to resolve problems.
Resolved technical problems with local area networks (LAN), wide area networks (WAN), and other systems.
Installed computer peripherals for end users and followed up with customers to ensure the quality of service.
Computer Security: managed the visual security systems, identified the potential threats, and investigated theft related inquiries, monthly security reports presented to higher management.
Maintained computer systems (Hardware and Software), installed anti-virus soft wares and windows firewalls, troubleshot network connectivity issues.

Confidential, Gaithersburg, MD

IT Help Desk Technician

Responsibilities:

Screened, referred and diagnosed internal inquiries and worked requests as they relate to maintenance of personal computers and related systems.
Installed, configured and upgraded computer hardware and software, and provided end user software troubleshooting and support.
Applied diagnostic techniques to identify problems; investigated causes, and recommend solutions.
Assisted in the administration of email systems; and provided phone and help-desk support for local and off-site users.
Analyzed customer needs to determine functional and cross-functional requirements.
Maintained current knowledge of relevant technologies as assigned and participated in special projects as required.