Tier 1 Help Desk Analyst Resume

SUMMARY:

Highly skilled installing, repairing, maintenance and troubleshooting computer hardware and peripherals.
Works well independently, or in a group setting providing all facets of computer support.
Working knowledge of networking devices and printers.
Knowledge and understanding of numerous software packages and operating systems.
Proven ability to manage multiple troubleshooting tasks simultaneously while maintaining the quality of results.
Excellent analytical and problem solving skills.

AREAS OF EXPERTISE:

Active Directory - Windows Server 2003/2008 - Server Installation - Server Roles - Server Maintenance - System Recovery
Windows Based Networking - Server Performance Management - Ports, Protocols and TCP/IP - Remedy -
Windows 7, 8, 8.1 – Microsoft Exchange – Microsoft Office 2007/2010 – Vendor Management – Cabling – Switches –VPN
LogME in Remote - Windows Migration - Google Chrome- Office 365 – Firefox – Bomgar - Spiceworks

PROFESSIONAL EXPERIENCE:

Confidential

Tier 1 Help Desk Analyst

Responsibilities:

Process incidents/requests in a high pressure, time sensitive environment via phone, email, instant messaging and desk side
Install software, modify and repair hardware and resolve technical issues
Provide base level IT support to 700 non- technical personnel within the business
Display courtesy and strong interpersonal skills with all customers interactions
Develop quick references guides to assists end- users with challenging software application features
Create and manage new user accounts using Windows Server
Manage Windows Vista Business, Windows 7,8,8.1 workstations
Ensure that Remedy tickets are resolved and completed to the clients satisfaction
Develop client SharePoint Foundation 2010 sites and provide support as needed
PC refresh and migrating XP to Windows 7 and 8
Provide initial troubleshooting of problems including root cause analysis for desktop and, laptop, and printers
Provide level 2 end user technical support for Windows 7, Microsoft Office, Network connections
Update ticketing system to reflect work in process or completed
Apply solution by restoring broken or intermittent connections, adjusting software configuration install patches, and reboot system