Service Desk Analyst Resume Atlanta, GA - Hire IT People

SUMMARY

Around 3+ years of experience working as first point of contact for all IT related issues.
Used Active Directory for various purpose like Onboarding and Off - boarding of employees, password reset, added users into correct groups.
Provisioned and deprovisioned licenses via O365.
Revoked and Reset Multifactor Authentication (MFA) in MS Azure Directory.
Used Absolute to Unfreeze/ Freeze laptops, ran script to install and uninstall software.
Installed Virtru and added Outlook Desktop extension, trained users on sending an encrypted email.
Created Shared Mailboxes and Distribution List as requested. Added and removed users from Distribution List.
Created Microsoft Teams channel with PHI and No-PHI for different departments and teams.
Used Citrix Director to troubleshoot thin clients and replaced the server in maintenance mode.
Created users account in Athena and UpToDate.
Monitored SolarWinds Dashboard. Performed troubleshooting steps for devices that were down and based on the findings consulted with Network team for further troubleshooting steps.
Used ServiceNow and Jira ticketing system.
Involved in creating Knowledge Base documents (KBs).
Performed Hardware/Software Diagnostics in Laptops, Desktops, Printers, iPad, Mac, and handheld devices.
Performed Technical Troubleshooting via remote support software like Dameware and Bomgar.
Used OneLogin to reset user’s password for OneLogin, reset and revoke OneLogin MFA, added tiles for applications in user’s OneLogin dashboard.
Installed and provisioned Zoom account to users.

TECHNICAL SKILLS

OneLogin
Absolute
Virtru
Citrix Director
Azure Active Directory
AD
Dameware
Bomgar
MS Teams
Athena
UpToDate
AS400
SolarWinds and Zoom
Jira
ServiceNow
Windows iOS
Mac

PROFESSIONAL EXPERIENCE

Confidential, Atlanta, GA

Service Desk Analyst

Responsibilities:

Received, analyzed, and responded to end-user requests for technical support related to systems and applications.
Gathered information skillfully and developed alternative solutions as a work-around.
Provisioned/ Deprovisioned licenses to the users like: Lucid chart, Zoom, Adobe.
Helped users to install and setup Multifactor Authentication (MFA) for Outlook, OneLogin.
Created Shared Mailbox, Distribution list as requested. Added and removed users from Distribution list.
Created MS Teams channel with PHI and No-PHI as requested.
Assisted users when their account is locked out by resetting their passwords, provided BitLocker recovery key when it was prompted to access their laptops.
Troubleshooted each issue related to apps, desktops, laptops, cell phone, and network. Based on priorities and nature of the issue escalate it to next level team members.

Confidential, Atlanta, GA

Service Desk Technician

Responsibilities:

Worked as a central point of contact for all IT service requests directed to the IT Help Desk and provided solutions in a timely and efficient manner.
Assisted user in connecting their laptops to Internet at home and work.
Assisted users to reset their handheld devices when it was frozen.
Worked with Network department when the terminal is down. Walked user in the terminal to perform Cradle point reboot after getting a green signal from Network team.
Created ticket with ISP when the terminal is down and suggested them to dispatch the technician.
Worked on Onboarding and Off boarding requests.
Assisted in installing F5 VPN in users’ laptops.

Confidential, Marietta, GA

PC Technician

Responsibilities:

Ran Computer diagnostic, installed new OS, updated drivers, and Antivirus.
Troubleshooted system failures or bugs and provided solutions to restore functionality.
Refurbished laptops and Desktops.

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Service Desk Analyst Resume

Atlanta, GA

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