HELP DESK ANALYST/TECHNICIANÂ Resume Landover, MD/Herndon, VA - Hire IT People

SUMMARY:

IT professional experienced in demanding fast paced environments with 10+ years Customer service experience. 2+ years of Help desk experience. Technically proficient, excellent problem solving & very detail oriented. Multitask effectively & Committed to customer satisfaction.
Tier 1 Help Desk Analyst/Technician. Computer Systems Analyst & Email Processing.
VoIP Migration Technician. IT/VoIP troubleshooting. Data & Voice cable installation.
Proficient in Microsoft Office Suite, Windows 7 & 10, Remedy Ticketing System 6.3 & 7.6
Switchboard & Console traffic operator, Data entry, Medical records assistant & file clerk.
Document scanning on Canon DR - G1100 Scanner. Q&A, Index & Export scanned documents through Kofax Express.
Document editing software includes Nitro Pro 10 & Adobe Edit.
Assemble, stage, configure, install, register, test & troubleshoot Cisco 7962, 7965, 7937, 7911,7915, 8945 model VoIP phones at all Washington DC World Bank Sites, IFC & The IMF bldg.
Removal of old DMS phones on migration every other week. Communicate with Cisco Administrators for internal telephone issues. Test fax machines both international & domestic. Cisco Telephony ATP & Informa Cast testing.
Assist Operations with user telephone tickets to install, move, troubleshoot or remove a Cisco phone.
Assist Supervisor to update Excel cut sheets for deployment of VoIP Phones. Assist World Bank Staff with any issues regarding all the features & functions of the VoIP phones.
Remedy ticketing system. Active Directory. Reset passwords, unlock, enable, modify & configure user accounts on several secure government mainframes & applications for all of CBP & OGA.
Computer Systems Analyst, IT troubleshooting & Email processing. Analyze issues to determine if it should be a Tier 1 first contact resolution or whether to submit a remedy ticket to Tier 2 or other various hardware or software groups.
Escalate tickets for network, applications & system outages for all CBP Sites, Border Patrol Stations, Check Points & Ports of Entry in the US, Canada & overseas.

PROFESSIONAL EXPERIENCE:

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Help Desk Analyst/technicianÂ Resume

Landover Md Herndon, VA

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