Service Desk Analyst Resume Washington, DC - Hire IT People

SKILLS:

Excellent communications (oral and written) and interpersonal skills. Able to assist customers while maintaining honesty, kindness, and professionalism in any environment.

WORK EXPERIENCE:

Confidential, Washington, DC

Service Desk Analyst

Responsibilities:

Assist Confidential users with phone and e - mail correspondence and create service tickets through BMC Remedy.
Perform remote software installations via Remote Desktop Connection (RDP).
Create user accounts and Outlook mailboxes through the use of Active Directory.
Access Active Directory to unlock user accounts, provide temp passwords, add/remove group membership, update security settings, check published certificates, enable/disable smart card access, enable/disable user accounts, and move accounts to a different OU or domain.
Assist users with accessing the Confidential network working remotely through VPN or Workplace As A Service ( Confidential ).
Setup audio/video teleconferencing bridges for 100+ users at a time domestic and internationally
Route user calls and emails to different groups and departments as needed.
Resolve customer issues by connecting remotely through Lync or Skype for Business 2015

Confidential, Mclean, VA

Help Desk Analyst

Responsibilities:

Assist user via phone and email support with filling out online documents.
Create tickets using HEAT documenting all steps taken to assist the user with the problem.
Follow up on tickets daily to ensure user issues are being resolved in a timely manner that meets the SLA.
Assist users with Adobe software installs for Windows 7 & Windows 8 personal PCs and Macs.
Diagnose user issues and route to other groups under the Department of Treasury as needed.

Confidential, Suitland, MD

Data Engineer / Help Desk Analyst

Responsibilities:

Analyze data tracked from satellites to confirm information was received with no errors or anomalies.
Daily duties consist of four workstations that are rotated through on a weekly basis; two data related and two help desk related.
Reply to emails and phone calls from customers concerning satellite data within a timely manner, while also sending mass notifications to users regarding any issues that might effect their job duties.
Create help desk tickets via Confidential ticketing system and assign to the appropriate groups.
Run database scripts and SQL commands when necessary to track satellite information.

Confidential, Fort Belvoir, VA

Tier II Software Analyst

Responsibilities:

Assist users with phone and e-mail correspondence and create service tickets through BMC Remedy and SharePoint.
Provide technical support and guidance for issues escalated from Tier 1.
Identify technical issues that cannot be resolved by Tier 2 and escalate to Tier 3 when appropriate.

Confidential, Falls Church, VA

Help Desk Specialist

Responsibilities:

Assist users with phone and e-mail correspondence and create service tickets through BMC Remedy.
Create accounts and update user information through the use of Active Directory.
Troubleshoot user issues through remote control via Virtual Private Network (VPN) using clients such as Cisco.
Perform visa/passport case transfers through the use of Microsoft SQL server.
Assist users with BlackBerry and iPhone related issues.

Confidential, Washington, DC

Tier I Desk Side Support

Responsibilities:

Install brand new HP desktop PC’s, wall mounts, monitors, laptops, docking stations, J - Points, and document scanners.
Trouble shoot computer software issues for the following programs: Internet Explorer 7.0 & 8.0, Microsoft Office, Lotus Notes E-Mail service, Merlin, iSite, and Hyperspace.
Image laptops and desktops with the proper Windows 7 configurations.
Set up video conference rooms with projectors and ensure all connections are available for meetings.

Confidential, Upper Marlboro, MD

Help Desk Technician

Responsibilities:

Experience with computer hardware to include: upgrading RAM, installing DVD readers, graphic cards, printers, scanners, internal and external hard drives.
Experience with ipconfig commands.
Troubleshoot issues with Windows XP, Windows 2000, Windows Vista, and Windows 7.
Enter Confidential to make changes to USB, Boot sequence, clock setting, disable NIC, etc.

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Service Desk Analyst Resume

Washington, DC

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