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Senior It- Help Desk Analyst Resume

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Mclean, VA

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Objective: An opportunity to obtain a position that will help me utilize my skills and experience for my growth and enhancement.

Experience

Confidential, Mclean, VA March 08 to Dec 2011
Senior IT- Help Desk Analyst

  • Diagnosed and resolved technical hardware and software issues
  • Identified and escalated priority task requiring urgent attention
  • Monitored, maintained, and managed the Avaya call distribution system
  • Assist users with product functionality and access issues for systems, databases and applications.
  • Update trouble tickets to effectively track status through closure
  • Provided superior customer service skills

Confidential, Herndon, VA January 07 to March 08
Phone- Help Desk Analyst

  • Troubleshoot phone issues and phone outages
  • Reset customers voicemails upon request and standard procedures to setting up
  • Provide excellent customer service
  • Respond to request for phone assistance via phone, email, instant messenger

Confidential, Falls Church, VA June 06 to January 07
Security Monitor

  • Transport all non cleared visitor/vendors throughout the secured facility
  • Report any suspicious activity/ persons in the building
  • Secure all classified information

Education
A.A.S Criminal Justice

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