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Help Desk Analyst, Senior Help Desk Analyst Resume Example

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HELP DESK ANALYST, SENIOR HELP DESK ANALYST
Professional Summary
  • Help Desk Support Analyst seeking a position as an IT Administrator. Offering strong interpersonal skills to work with individuals with diverse backgrounds, and an organization that provides an opportunity to capitalize on my skills, critical thinking QUALIFICATIONS
  • Knowledge and familiarity with installing, maintaining and troubleshooting desktop resources including, but not limited to operating system software, MS Office suite, desktops, laptops, mobile devices, tablets, printers, Virtualization (EXSi, VMware concept)
  • Ability to work in a dynamic environment, including effective multi-tasking, exercising objectivity
  • Excellent oral and written communication skills, able to relate to business (ability to work with customers that have limited technical knowledge) and technical customers.
  • Knowledge and ability to troubleshoot and support technical issues both remotely and on-site using industry-standard tools and techniques
  • Excellent communication and Customer Service skills

Tech-savvy Senior Technical Support Specialist ready for a new position in the Health care industry where in-depth knowledge of Data Analysis and Health Informatics will be utilized and appreciated. Bringing over six years of experience in the Help desk Analysis. Committed to ensuring computer systems run smoothly and fixing any problems as quickly as possible.

Skills
  • O/S Platform: Experience in installing various Operating Systems which includes Windows XP/Vista/7 & 8, Ubuntu, MAC OS,
  • Application Tools: TCP/IP-based services, including DNS, DHCP, HTTP, FTP, SSH, SMTP, SSL, SFTP, TCP, UDP, BGP, DMS and RIP, SAS, R, Python
  • Tracking Tool Sybel, JIRA Administration, Service Manager, INeed, Remedy System, Zendesk, ITIL
  • Software/Hardware: Identify and Troubleshooting Printers, Scanners, Laptop, Desktop, Imagine laptop and desktop, Citirx, Sharefile, Iphone, Android, Webex, Zoom, Bit Locker. Document Management System (Filesite)
  • Apple, RIP
  • Basic, Router
  • BGP, SAS
  • Cisco, Scanners
  • Citrix, SMTP
  • Hardware, SSH
  • Computer hardware, SSL
  • Client, Symantec
  • Database, TCP/IP
  • DHCP, Technical assistance
  • DNS, Technical support
  • Document Management, Telephone
  • Email, Phone
  • FTP, Troubleshoot
  • Ghost, Troubleshooting
  • Help desk, Vista
  • HTTP, Voice mail
  • IP, VPN
  • ITIL, Website
  • MAC OS
  • Access
  • Exchange
  • Mail
  • Microsoft Office
  • Office
  • Outlook
  • Windows
  • Windows XP
  • Modem
  • Next
  • Operating Systems
  • Personnel
  • Policies
  • Printers
  • Protocols
  • Python
  • Software diagnosis
  • Technical documents comprehension
  • Technical Support
Work History
04/2019 to CurrentHelp Desk Analyst, Senior Help Desk AnalystMoritt Hock & Hamroff LLP | New York, NY
  • Serve as the first point of contact for users seeking technical assistance in person or remotely.
  • Asnwer queries on basic technical issues and offer/implement solutions as necessary.
  • Perform remote troubleshooting through disgnostic technique and pertiment questions.
  • Determine the best solution based on the issue and details provided by users.
  • Step the user through the solution process, if necessary.
  • Resolving any issues related to FileSite.
  • Direct unresolved issues to the next level of support personnel, Provide accurate information on IT products or services.
  • Record events and problems and their solution in the help desk database.
  • Pass on any pertinent information to others on the team.
  • Follow-up and update user/issue status.
  • Citrix remote connection, Webex, Zoom conference meeting.
  • Helping user with Iphone, Ipad, Android problem related to email.
  • Identify and suggest possible inprovements on procedures.
07/2017 to 03/2019Helpdesk Support AnalystUnited Nation | New York, NY
  • Provided technical support via phone, email, and/or in-person.
  • Imagined laptop and desktop with Symantec Ghost system.
  • Provided access to a specific drive so a user can get access.
  • Troubleshoot Microsoft Office, Outlook Exchange Office 365, and OneDrive issues.
  • Ensured that all calls, including those that bounce off to voice mail, are appropriately logged and addressed with minimum delay.
  • Helping user with Iphone, Ipad, Android problem related to email.
  • Provided Tier 1 and 2 level support for incoming calls and respond to emails related toIT support.
  • Troubleshoot computer hardware, software, operating systems, communication protocols.
  • Troubleshoot Cisco IP Phone login and pin reset voicemail.
  • Helped users setup and troubleshooting VPN connection.
  • Detected problem call patterns and report them immediately to Service Desk Manager.
  • Used Service Desk INEED software to manage assigned workload and update the problem tickets with detailed resolution.
  • Worked with multiple techs and business teams.
  • Experienced supporting technology across a multitude of platforms.
08/2015 to 05/2017Technical Support Representative IIALTICE USA, CABLEVISION | Jericho, NY
  • Identified, diagnosed, and resolved Level 2 IT problems related to personal computer hardware and software applications.
  • Appropriate use of available tools (remote takeover, knowledge base, ticketing tool Communication tools).
  • Created ticket through REMEDY System.
  • Bounce modem by using DART and troubleshoot Router by using Panorama system.
  • Set-up and supported Apple mail, Outlook, Windows live email setting.
  • Used Service Desk Remedy software to manage assigned workload and update the problem tickets with detailed resolution and provided a temporary password to the customer to unlock their access to the website.
04/2014 to 07/2015Consumer Services Specialist IIINew York State of Health, Maximus | Manhattan, NY
  • Processed applications for health care coverage via the telephone, eligibility determinations.
  • Documented and assigned call tickets using JIRA administration to IT groups for further support.
  • Provided calls with an unbiased presentation of programs to assist customers with application.
  • Recorded, tracked and monitored problems to ensure timely resolution.
  • Assigned user-name, password and access right permissions for multiple proprietary applications, as well as client software.
  • Demonstrated ability to understand detailed policies, procedures, plan provisions and practices and relate them to customer questions and problems.
Education
Expected in 06/2021Master of Science | Health InformaticsRutgers School Of Health Profession, New Jersey
  • Coursework in MACHINE LEARNING TECHNIQUES, BIOMED DATA STRUCS & ALGORITHM/ R PROGRAMING, MATLAB FOR HEALTH INFORMATICS, HEALTH CARE INFORM SYSTEMS, HLTH DATA ANLYTICS W/ SAS PROGRAMING, INTRO TO PYTHON PROGRAMING, DISEASE PROCESSES & SYSTEMS, and DIAGNOSIS MED IMAGING MODALITIES
05/2019Bachelor of Science | Computer SystemsNew York City College Of Technology, CUNY, IT Operation, New York, NY
  • Coursework in Networking Fundamentals, Web Programming I, Comp Sys Management Support, Syst Admin-Unix-Linux,
    Project Management, Business Management, Enterprise Applications, Database Administration, and Internet Info Server.
06/2013Associate | Applied Sciences Computer Network Technology, Computer ScienceBorough Of Manhattan Community College, CUNY, New York, NY

Achievement: Dean's List (Spring and Fall 2013, GPA: 3.00

08/2004Bachelor of Science | Computer Science And ProgrammingUniversity UNIKA, Haiti
Accomplishments
  • Network Assurance 2018.
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Resume Overview

Companies Worked For:

  • Moritt Hock & Hamroff LLP
  • United Nation
  • ALTICE USA, CABLEVISION
  • New York State of Health, Maximus

School Attended

  • Rutgers School Of Health Profession
  • New York City College Of Technology, CUNY, IT Operation
  • Borough Of Manhattan Community College, CUNY
  • University UNIKA

Job Titles Held:

  • Help Desk Analyst, Senior Help Desk Analyst
  • Helpdesk Support Analyst
  • Technical Support Representative II
  • Consumer Services Specialist III

Degrees

  • Expected in 06/2021 Master of Science | Health Informatics
    05/2019 Bachelor of Science | Computer Systems
    06/2013 Associate | Applied Sciences Computer Network Technology, Computer Science
    08/2004 Bachelor of Science | Computer Science And Programming

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