information technology help desk analyst resume example with 6+ years of experience

(555) 432-1000,
, , 100 Montgomery St. 10th Floor
Professional Summary

An accomplished IT help desk specialist with 7+ years of experience who possesses strong communication and analytical skills. Fervent in analyzing information system needs, operating systems, evaluating end-user requirements, custom designing solutions and troubleshooting for complex information systems management. High-volume exposure to client support and a wide range of technologies focusing on assisting customers with various hardware and software related issues. Dynamic leader with an outstanding reputation for integrity, complex problem-solving, strong analytical and critical thinking skills. Excellent interpersonal skills and easily develops rapport with individuals from diverse backgrounds. Committed to transitioning into a new role, to progressively mastering new technologies and consistently apply to mission critical projects.

  • Data analysis
  • Performance Optimization
  • Flexible and Adaptable
  • Collaborative Team Player
  • Defect Analysis and Resolution
  • Microsoft Windows and Office
  • Tracking and Documentation
  • Problem Solving
  • Resolving Problems and Incidents
  • Technical Support
  • Self-Driven
  • Attention To Detail
  • Troubleshooting
Hinds Community College Raymond, MS, Expected in 12/2023 Associate of Arts and Sciences - AAS : Computer Systems Networking and Telecommunications - GPA :
Work History
Res-Care, Inc. - Information Technology Help Desk Analyst
Islamorada, FL, 08/2019 - 01/2022
  • Provided multi-tier technical assistance and problem resolution to 5,000+ UMMC Information Technology device users
  • Troubleshot/supported network, printer, computer hardware, and software issues, laptops, desktops, and handheld devices
  • Acted as escalation gate for resolving critical issues with experience in monitoring, tuning & performing trend analysis of system/ network performance
  • Worked with Active Directory to reset passwords, create users, and manage groups.
  • Worked on all issues related to accounts in Citrix and providing application access to end-users.
  • Meticulously reviewed and evaluated network systems.
  • Diligently assisted in configuration, tracking, and maintenance of Ivanti help desk system
  • Collaborated with NOC techs to monitor servers during weekends/holidays.
  • Organized system infrastructure documentation and operating procedures, strengthening controls and enhancing overall performance.
Miller, SD, 01/2018 - 08/2019
  • Provided first-level contact and problem resolution for all users with network, hardware, software, mobile device and applications problems
  • Resolved 30+ trouble tickets per day through efficient triaging of problems
  • Responsible for analyzing/troubleshooting of large scale enterprise VoIP networks
  • Maintained 99% satisfaction rating in monthly end-user scoring through applied interpersonal skills and providing fast solutions
  • Monitored request tracking system (JIRA) used to ensure consistent level of service and quality outcomes for users
  • Conducted day-to-day operations, implemented, troubleshoot optimized, maintained and ensured operational integrity and availability of customer's networks
  • Demonstrate daily expertise in utilization of multiple VOIP platforms, billing systems, and CRM systems.
Austin, TX, 06/2016 - 01/2017
  • Update/enforced up to 75 child support cases daily.
  • Meticulously reviewed and made necessary modifications for old and new court orders Interviewed clients for employment, personal evaluation and case related updates.
  • Actively interacted with attorneys and prepared all necessary documents for court proceedings.
  • Processed written customer correspondence and provided prompt follow up.
  • Made outbound calls to employers in efforts to locate non-custodial clients.
  • Keenly reviewed cases for accuracy concerning payments, case status, and employment notifications.
Comcast - Customer Account Executive
City, STATE, 01/2013 - 12/2014
  • Provided advanced high-speed technical support via inbound phone inquiries, email, and/or instant messaging
  • Troubleshoot hardware and software issues and communicated with helpdesk to resolve complex issues/problems
  • Provided efficient technical assistance to insure positive customer experiences.
  • Professionally interviewed customer to gather information and determined issues in need of analyzing
  • Ensured that requests for assistance are properly logged, assigned and responded quickly.
  • Maintained 93% customer service satisfaction ratings through quality control
  • Utilized professional telephone skills and extensive knowledge of Comcast products to persuade customers to take advantage of company offerings

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Resume Overview

School Attended

  • Hinds Community College

Job Titles Held:

  • Information Technology Help Desk Analyst
  • Customer Account Executive


  • Associate of Arts and Sciences - AAS

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