Service Desk Analyst Resume

Experience

Confidential Aug 2011-Jan 2012Service Desk Analyst

Identify, diagnose, and resolve issues of the mainframe, personal computer software, hardware, and networking
Define and classify level, priority and nature of problem, request and/or issue. If unable to diagnose problem and/or problem requires physical interaction with end user, dispatch field engineers from appropriate team
Create new users, assign permissions, and transfer user accounts in Active Directory
Coordinate timely repair of PC computer equipment according to contract Service Level Agreements
Provide one-on-one end user problem resolution via phone, email, and remote tools for State Department employees

Confidential May 2011-Aug 2011Help Desk Technician

Provide phone, remote, and desk-side technical support to users and other technicians for e-mail, directories, Microsoft Office applications, and network connectivity
Deliver, tag, set up, and assist in the configuration of end user hardware, software and peripherals
Provision & deactivate user accounts, user permissions, and applications as assigned
Consistent presentation of a professional image, both on the phone and in person

Confidential Jul 2009-May 2011Help Desk Specialist

Resolve user IT requests for assistance or assign problem to other technicians for resolution
Collaborate and research with senior technicians to find solutions for complicated IT projects
Use the REMEDY IT Problem Tracking System and enter all user requests for assistance
Author training manuals designed for presentation in computer training classes for end users
Aid in improving the lot of the average citizen-soldier in Office of the Chief, Army Reserve by engaging Army Staff counterparts in crafting and improving Army policy

Confidential Oct 2007-Feb 2009Lead Computer Technician

Provide network diagnostics, maintenance, repair, troubleshooting and implementation services to a variety of end users
Ensure and confirm satisfaction�with provided solutions; received two promotions for being attuned to the needs of users
Design and deploy network security solutions, including software and hardware firewall configurations for home offices
Initiate new ideas for technical marketing; helped exceed company sales goals by 200%

Sept 2006-Oct 2007 ConfidentialComputer Refurbisher

Rebuild personal computers by performing hardware configuration, proper operating system reinstallation, and software installation
Display skills the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
Listen attentively to user concerns and provide appropriate feedback with courtesy and respect
Exhibit in-depth knowledge and understanding of numerous software packages and networking hardware

Education A+ Certification CourseMicrosoft Certified IT Professional TrainingComputer Information SystemsBiology/ChemistryHigh School Diploma

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