Helpdesk Analyst Resume Example
Love this resume?Build Your Own Now
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
|
Experience
10/2014 to Current
Helpdesk AnalystAmerican Commercial Lines Llc － Channelview , TX
- 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 TechnicianComcast － Fort Pierce , FL
- 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 SupportOptimal Solutions And Technologies － Cambridge , MA
- 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 TechnicianUniversity Of Utah － Ogden , UT
- 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 EngineerApplied Systems, Inc. － Atlanta , GA
- 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 － City, StateInformation Technology
August 2004
AS of Applied Science: Networking TechnologyTCI-College of Technology － City, StateNetworking 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
DISCLAIMER
Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.
How this resume score could be improved?
Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:
Resume Strength
- Word choice
- Measurable results
- Typos
Resume Overview
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
Similar Resumes
