Help Desk Analyst Resume Ohio - Hire IT People

SUMMARY

Aspiring IT professional actively pursuing an aggressive education to obtain Industry specific certifications. Highly experienced in customer service protocols and processes.
Comfortable working directly wif the customer/client to resolve their issues. Able to de - escalate problematic situations whether face-to-face or via phone. Called upon to take the lead in multiple situations to train and mentor peers.

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

Help Desk Analyst

Confidential, Ohio

Responsibilities:

Responds to customer technical problems/issues related to various OEM hardware and software platforms
Assists customers by diagnosing problems and providing resolutions for technical issues
Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts
Utilized Service Now to open, document, and resolve halpdesk tickets in accordance procedures.
Performs PC, laptop, and printer moves and installations.
Advises/educates customers wifin procedural guidelines to ensure a complete solution to their technical or service questions
Utilized ServiceNow ticketing system.

Help Desk Analyst/ hardware refresh

Confidential, Ohio

Responsibilities:

providing phone support for Windows 7 & 8 desktop environment including Active Directory (AD), wifin a Retail Financial Services environment
In-depth noledge of several technology disciplines including PC, Server, and Network infrastructure as well as Mobile Messaging/Communication software and hardware such as smart phones, broadband cards and other wireless technologies
Utilized ServiceNow ticketing system.
Strong customer service skills via phone, instant message (IM), along wif strong documentation skills
Configure and troubleshoot UPS’s and Micro pods.

Confidential

Freelance contractor/ Help Desk Analyst

Responsibilities:

Installing CAT 5 and CAT 6cables, Testingand terminating cables, Patchingpanels,
Solvingissues related to cables and networks
Terminate phone jacks
Demonstrate proper procedures, encourage safe use, document in ServiceNow.
Worked wif TCP/IP, assigning/reassigning IP addresses and wif Novell Servers, Windows NT and DNS.
Install and trouble PC, Printers, router, servers, and switches

Network Technician

Confidential, Ohio

Responsibilities:

Familiarity wif servers - Virtual, blade and physical.
Installing router and switches
Setting up computer security measures
Troubleshot software and hardware issues via phone such as Windows 7, XP operating systems, Microsoft standard desktop applications including Word, Excel, PowerPoint, Exchange and Visio, Firefox and Chrome, McAfee, Kapersky and Norton anti-virus software
backup processes and retention periods
Racking, un-racking, and installing servers, UPS, and surge protectors
Hands-on experience wif pulling cable
Very strong part of any data center support team

Front desk and Tech support

Confidential, Minnesota

Responsibilities:

Made outgoing/received incoming calls to clients to request and clarify information.
Helped elderly and non-English speaking customers to fill out job, housing, medical, or Immigration applications.
Received Company invoices, scanned and emailed to Microsoft Outlook.
Record keeping and maintaining an organized work environment
Troubleshoot, diagnose, repair/replace computer issues.