Help Desk Analyst Tier II Resume

SUMMARY:

Quality IT Desktop Support experience.
Areas of expertise include desktops, laptops, blackberry, Confidential, Confidential Office, Citrix and VPN, Cloud Computing awareness and education, and networking.
Proven ability to deliver desktop support with stellar customer service.
Detail oriented with strong work ethic, problem - solving, fast-learner, interpersonal and teamwork skills.

TECHNICAL SKILLS:

Extensive knowledge of desktop operations
Configuration and navigation through Windows 95, 98, 2000,XP,Vista,NT,Windows 7 and Windows 8.1
Data communications, application support, network protocol and services, client management and Office Software, Basic Office Software commands and concepts, customizing
Troubleshooting software, interaction with clients on the phone and in person

NETWORK:

Bluetooth, wireless, peer-to-peer, Ethernet, TCP/IP, Cisco VPN Client, VoIP, IMAP, POP, Erap
Plan and create accounts, implement user rights, install and configure network printers
Perform Internet downloads and upgrades.

APPLICATIONS:

SPECIALIZED SKILLS:

Troubleshooting network server configurations
Troubleshooting network software printing problems
Excellent customer service.
Asset management experience, including validation of existing inventories, logging inventory hardware upgrades and replacements, and other hardware configuration changes

TICKETING SYSTEMS:

PROFESSIONAL EXPERIENCE:

Confidential

Help Desk Analyst Tier II

Responsibilities:

Provided hardware/software technical support including installation.
Setup, configured, trouble-shot, diagnosed, provided maintenance, and repaired PCs, printers and peripherals.
Troubleshot and supported operating systems (i.e. Windows NT/2000/XP/Vista/Windows 7) and mainstream /Commercial-Off-The-Shelf (COTS).
Assisted with the configuration, pin reset, resync, deactivation and reactivation of the RSA SecureID Two-Factor Authentication Security Token Key Fob.
Demonstrated troubleshooting skills for proprietary hardware/software in an environment similar to USPTO.
Assisted with providing analysis and recommendations for information technology requirements in various information technology fields to include, but not limited to, Helpdesk, Server Administration, Network Management, Security and Desktop Support.
Supported a large-scale government customer while interacting with clients on the phone system.
Utilized System Center Configuration Manager (SCCM) tool.
Utilized required Windows 7 and Confidential office 2010 experience.

Confidential, Washington, DC

Desktop Support Technician Tier 2

Responsibilities:

Interpreted problems and provided technical support for hardware, software, and systems.
Evaluate software programs.
Completed PC Deployment and Windows XP to Windows 7 Migration.
Installed and troubleshot Microsoft Outlook, Exchange, Word, Excel and Active Directory for users.
Performed PC and laptop trouble shooting, and ghosting and applications installs to support the U.S. Treasury Department.
Kept detailed documentation pertaining to the process
Purchased, received, tracked, and maintained hardware equipment.
Completed 3-5 PC Refresh per day which includes software configuration, setting up user on the domain and reimaging and Troubleshoots basic software errors.
Installed and supported Attachmate INFOConnect terminal emulation software onto desktops.
Packaged Attachmate INFOConnect onto installs for desktop and laptop computers.
Assisted with troubleshooting the INFOConnect Host Sessions per the IRS Altiris push over the network.

Confidential, Arlington, VA

IT Senior Desktop Support Technician

Responsibilities:

Provides customer or technical support by collecting trouble tickets, analyzing issues, carrying out solutions, escalating issues, and tracking to completion.
Experienced with supporting IT desktop infrastructure (Dell, Windows XP) and minor server related issues.
Collected Desktop inventory, decommissioning unused asserts, setting up, configuring, imaging and deploying PCs, laptops, printers and other desktop IT assets, performing data transfers, recovery and setup, assisting end users, managing user accounts and Active Directly integration
Troubleshooting User account, access and security issues
Provided excellent customer service skills, motivated, detail oriented and process driven