Helpdesk Support Analyst Resume Manassas, VA - Hire IT People

TECHNICAL SKILLS:

Software: Microsoft Office Suite 2010 (Access, Excel, PowerPoint, Word); Microsoft Windows 7; basic understanding of database; Active Directory, Exchange Networking and System OS keywords; Remedy

Hardware: HP desktops & laptops; Dell desktops & HP printers

Support: Helpdesk escalation and documentation on program files; Customer Service Support (email, phone, and in person); Strong oral/written communication skills; Desktop Support; Strong problem solving and analysis skills

PROFESSIONAL EXPERIENCE:

Confidential, Manassas, VA

Helpdesk Support Analyst

Responsibilities:

Assisted clients with problem resolution, as needed
Responded to client inquiries in a prompt, courteous and concise manner
Provided one on one chat, real time, and text - based interactive conversation with customers
Documented all client interactions within internal ticketing solutions
Met individual performance standards
Performed other duties as assigned by management
Interact and perform testing with product development team

Confidential, Maryland

Helpdesk Support Technician

Responsibilities:

Manage a staff of 22-24 Help Desk engineers/technicians
Lead a multi-tier support environment working through and with subordinate managers/leads to ensure cross-program operational success.
Be the customer point of contact (PoC) and USC liaison for standard and VIP user requests and incidents.
Complete and document trouble tickets using applicable software, and policy and procedures within established SLA time windows.
Develop and maintain SOP for the USC Help Desk support functions (e.g. escalation processes)
Maintain staff schedules ensuring 24/7/365 coverage is available for the USC.
Provide both management and technical coverage to the User Support Center (USC) during scheduled shift.
Provide on-call and recall support as-required to sustain 24/7/365 operations.
Provide ‘Mission Essential’ support availability, including physical coverage during inclement weather, holidays, and government closure.
Provide support of Primary, Secondary, and COOP locations within a 150 mile National Capital Region (NCR) area, including overnight lodging.
Ability to lift 25 pounds to a height of 3-4 feet and position self to maintain systems and equipment within the IT environment, including under desks and in enclosed spaces.
Respond to telephone, electronic mail, and/or walk-in requests for support for all systems and equipment within the IT environment.

Confidential, Maryland

Cashier

Responsibilities:

Consistently provided friendly guest service and heartfelt hospitality.
Demonstrated integrity and honesty while interacting with guests, team members and managers.
Operated the drive-through window and sales register quickly and efficiently.
Greeted customers and provided excellent customer service.
Pleasantly and courteously interacted with customers.
Maintained high standards of customer service during high-volume, fast-paced operations.
Built loyal clientele through friendly interactions and consistent appreciation.
Prepared fountain drinks and ice cream items.
Prepared all food orders within a 2-3 minute time frame.
Verified that prepared food met all standards for quality and quantity.
Prepared a variety of foods according to customers' orders or supervisors' instructions, following approved procedures.
Handled currency and credit transactions quickly and accurately.
Followed food safety procedures according to company policies and health and sanitation regulations.

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Helpdesk Support Analyst Resume

Manassas, VA

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