Tier I Help Desk Analyst Resume Washington, DC - Hire IT People

SUMMARY:

Highly motivated and looking for an opportunity to work in an environment that provides more avenues in the fields of computer hardware and software.

TECHNICAL SKILLS:

Software: MS Office (Word, Excel, Outlook), Remedy, Active Directory, Cisco Communications, Virtual Desktop (Citrix), Sharepoint

Hardware: PCs, Laptops, Printers, Routers, Modems

Platforms: Windows, Mac OS (IOS), Linux

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Tier I Help Desk Analyst

Responsibilities:

Displayed courtesy and strong interpersonal skills with all customer interactions, including phone calls, emails and walk - ups.
Supported 1,000+ professional end users.
Managed Windows 7 Professional and Windows 10 workstations.
Provided initial troubleshooting of problems including root cause analysis for desktop, laptop, and printers (local/network).
Created, respond, and escalate tickets in Remedy Ticketing system.
Provided end-user support via remote desktop connection (WebEx, Director).
Administered user accounts with Active Directory (unlocking user accounts, adding/removing users).
Troubleshoot issues within Microsoft Outlook, Word, and PowerPoint.
Developed quick guides to assist end-users with challenging software application features.
Troubleshoot/Configure mobile devices (IOS & Android).
Provided quality assurance testing of new hardware and software.

Confidential, Suitland, MD

Tier I Help Desk Analyst

Responsibilities:

Performed various customer service task, including phone calls, emails and walk-ups.
Supported and troubleshooted issues for Census Bureau’s network and employees.
Managed Windows 7 Professional and Windows 10 workstations.
Provided initial troubleshooting of problems including root cause analysis for desktop, laptop, and printers (local/network).
Created, respond, and escalate tickets in Remedy Ticketing system.
Provided remote support via remote desktop connection (WebEx, Director, Bomgar).
Administered user accounts with Active Directory (unlocking user accounts, adding/removing users).
Troubleshoot issues within Microsoft Office 365.