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Helpdesk Analyst Resume Example

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HELPDESK ANALYST
Summary
Information Technology professional with 8+ years' experience in Technical and Desktop Support offers extensive experience and skills in troubleshooting software, hardware, printers and mobile devices (IOS, Android, and Blackberry). Can work independently or as part of the team to provide excellent customer service and is seeking job opportunities in organizations with an interest in Tech enthusiasts and solution providers.
Highlights
  • Operating Systems: Windows (NT - 8), MS-DOS, Mac OS, Windows Mobile, BlackBerry, Palm Mobile, IOS, Android, WebOS
  • Software Applications: Active Directory, BlackBerry Enterprise Server, VPN, McAfee Helpdesk v3.5, Novell Client, Ghost v5.xx and v6.0, McAfee Antivirus Suite, Zone Alarm, Pc-Cillin Internet Explorer, Microsoft Office (Word, Excel, Access, PowerPoint), WordPerfect, Palm Desktop, Active Sync, Attachmate, Oracle, Acronis True Image
  • Hardware: Desktop PCs, Laptops (Dell, HP, Sony, Apple) and compatible devices (including HP & Lexmark network printers), Scanners, BlackBerry, Palm Treo, Palm Pre, IPhone, Pocket PC, Smartphone
  • Networking: Adding/removing PC to domain, network printer configuration, troubleshooting DHCP, TCP/IP, WINS and DNS Protocols
  • Languages: Visual Basic, C++, Java, HTML
Experience
10/2014 to Current
Helpdesk AnalystAcacia Network － New York, NY
  • Provided phone support to on-site and off-site customer (average 200 help desk calls and emails daily) as a team of 5 analysts.
  • Analyzing clients' existing system Created images for workstations, utilizing Acronis True Image Supported users in Windows XP and Windows 7 operating systems.
  • Familiar with searching account, resetting password, disable account and unlocking password in Active Directory.
  • Planning and working flexibly to a deadline Installed software, modified and repaired hardware and resolved technical issues Managed call flow and responded to technical support needs of customers Provided support via Remote Control through LogMeIn Rescue Demonstrated professionalism and courtesy with customers at all times Provided support to on-site user with visits to their desk.
01/2012 to 10/2014
Residential TechnicianStaples Retail Store － New York, NY
  • Liaising extensively with external or internal clients Analyzing clients' existing system Presenting proposals to clients Planning and working flexibly to a deadline Providing training to users of a new system Installed software, modified and repaired hardware and resolved technical issues Managed call flow and responded to technical support needs of customers Resolved customer issues in a clear, courteous and straightforward manner Demonstrated professionalism and courtesy with customers at all times Identified and solved technical issues with a variety of diagnostic tools Created cases and claims for damaged, lost or displaced packages Resolved problems with malfunctioning products.
05/2010 to 09/2011
Desktop SupportTREZTONE Records － New York, NY
  • Troubleshot software and hardware issues Handled and troubleshot outlook configuration Ensured operation by training client personnel Provides reference by writing documentation Responsible for creation of user account in Active Directory & BES Installed software, modified and repaired hardware and resolved technical issues Managed call flow and responded to technical support needs of customers Remained up-to-date on the latest technologies and solutions applicable to company products.
11/2007 to 02/2010
Computer TechnicianSony Retail Store － New York, NY
  • Liaising extensively with external or internal clients Analyzing clients' existing systems Presenting proposals to clients Planning and working flexibly to a deadline Writing user manuals Providing training to users of a new system Installed software, modified and repaired hardware and resolved technical issues Managed call flow and responded to technical support needs of customers Evaluated and responded to incoming sales leads and requests for technical support assistance Resolved customer issues in a clear, courteous and straightforward manner Demonstrated professionalism and courtesy with customers at all times Identified and solved technical issues with a variety of diagnostic tools Created cases and claims for damaged, lost or displaced packages Resolved problems with malfunctioning products.
02/2005 to 06/2007
Desktop EngineerMTA － New York, NY
  • Performed day to day setup and configuration of workstations for new users Supported over 200 users throughout the tri-state area Responsible for adding computers and printers to networks and troubleshooting TCP/IP, DHCP, WINS and DNS protocols Responsible for daily OS migration (Windows XP & Windows 2000) Troubleshoot software/hardware issues Configured network printers Repaired and troubleshot local and network printers Handled outlook configuration/troubleshooting.
Education
April 2013
BBA: Information TechnologyMonroe College － Bronx, NYInformation Technology
August 2004
AS of Applied Science: Networking TechnologyTCI-College of Technology － New York, NYNetworking Technology
Skills
Active Directory, Antivirus, Apple, C++, Hardware, Client, clients, Dell, DHCP, documentation, DNS, Ghost v, phone support, help desk, HP, HTML, Image, Internet Explorer, Java, Laptops, Mac OS, McAfee, Access, Excel, Microsoft Office, outlook, PowerPoint, Windows 7, Windows, Windows 2000, Windows (NT, Windows XP, Word, migration, MS-DOS, Enterprise, network printers, network, Networking, networks, Novell, Operating Systems, OS, Oracle, personnel, Presenting, printer, printers, proposals, Protocols, sales, Scanners, TCP/IP, technical support, user manuals, Troubleshoot, troubleshooting, VPN, Visual Basic, WordPerfect
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Resume Overview

Companies Worked For:

  • Acacia Network
  • Staples Retail Store
  • TREZTONE Records
  • Sony Retail Store
  • MTA

School Attended

  • Monroe College
  • TCI-College of Technology

Job Titles Held:

  • Helpdesk Analyst
  • Residential Technician
  • Desktop Support
  • Computer Technician
  • Desktop Engineer

Degrees

  • BBA : Information Technology
    AS of Applied Science : Networking Technology

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