Help Desk Analyst Resume

TECHNICAL SKILLS:

Software Skills: Cisco AnyConnect VPN, Global Protect, RSA SecurID authentication, Outlook and OWA configuration / troubleshooting, shared mailboxes, SharePoint, and Office 365.

PROFESSIONAL EXPERIENCE:

Confidential

Help Desk Analyst

Responsibilities:

Oversee the daily performance of computer systems and applications.
Answer user inquiries regarding computer software or hardware operation to resolve problems.
Monitor ticket queues, assign tickets to appropriate internal and external support staff, escalate tickets outside of SLA's until resolved.
Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.
Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
Refer major hardware or software problems or defective products to third party support vendors for service

Confidential

Voting Systems Technician

Responsibilities:

Configuration and monitoring of voting equipment in the precinct
Providing technical support for the optical scanner, ballot marking device, and printer if needed
Contacting Vst’s for assigned region before Election Day to confirm assignments
Conducting site visits of assigned precincts on Election Day, completing checklists, and responding to status inquiries
Providing technical support to other VSTs throughout Election Day

Confidential

County Technician

Responsibilities:

Train clients in the process of first time installation of software on electronic ballot devices
Provide face to face support of client’s voting machines to resolve technical problems
Make hardware recommendations for customers whose machines cannot support the software
Provide installation, setup, maintenance, and troubleshooting support for multiple precincts
Provide professional communication, both written and verbal
Document all service requests/return material authorization
Refer difficult cases to a senior regional manager

Confidential

Help Desk Analyst

Responsibilities:

Installing, configuring, and clients on Office 365 applications
Resolving Active Directory issues including password resets, name changes and access elevation
Troubleshooting issue with Epic software including toolbars, printing issues, and access issues
Educating clients on various features of Outlook Enterprise including data file compression, authentication, shared mailboxes and distribution groups
Coaching clients on Skype for Business configuration and settings including skype audio
Configuration of iPhone 6,7,8, and XR phones including apple accounts, email setup, and Mobile Iron
Configuration and repair of Cisco AnyConnect VPN and multifactor authentication

Confidential

Technical Support Specialist

Responsibilities:

Initiate, handle, and resolve phone calls, emails, voicemail, chat, web forms from customers regarding IT and digital imaging support issues
Walk customers through the process first time installation of software
Assume remote control over customer’s computers to resolve problems
Make hardware recommendations for customers whose machines cannot support the software
Provide installation, setup, maintenance, and troubleshooting support for multiple digital imaging products and services
Provide professional communication, both written and verbal
Document all service requests into Microsoft CRM based software
Refer difficult cases to a senior analyst or support tech

Confidential

Software Consultant\Team Lead

Responsibilities:

Used remote connection tools (i.e. TeamViewer, LogMeIn, Skype, and Borgia)
Worked within the in the area of corporate tax compliance software, within a global network of professional services firms, including consolidated filers with multinational and multistate operations
Responsible for hardware and software installation and configuration
Handled printer set up and configuration
Utilized the following tax software engines: OneSource, K1, Partner Forms or other similar platforms

Confidential

Technical Support \SME\Trainer

Responsibilities:

Documented customer service issues to support technical fixes
Adhered to processes to collect appropriate end user information
Diagnosed and resolved unique, nonrecurring problems associated with Microsoft and Apple application software and operating systems; determined the source of problems and classify their level, priority and nature
Configured, deployed, maintained, would troubleshoot and supported computer workstations, laptops, printers, mobile devices and phones
Created alternative methods of completing tasks, corrected user errors and system inconsistencies to improve the desktop team function

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