Help Desk Analyst Resume Pattern in Word Format Free Download

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EDUCATION

1/2008 – American Management Association

·          3-day Seminar - Management Skills for New Supervisors

8/1994 – 8/1998

University of Alabama, Tuscaloosa, AL

·          Majored in Civil Engineering

EXPERIENCE

8/7/2008 – Present

Loudoun County Government

Leesburg, VA

Department of Information Technology – Help Desk Analyst

·          Client side end user hardware/software configurations, installations, and repairs remotely and on-site

·          Act as a technical resource for co-workers and end users regarding Windows XP/7, Microsoft Office 2007/2010 products, and some in-house applications

·          Document all Service Requests in database (Maximo) with a clear description and resolution of the incident for future use in a knowledge base

·          Assign incoming help desk calls in service request database to Tier II/III support

·          Execute project tasks as assigned

·          Create technical documentation to assist users on how to configure and understand their computers and applications

·          Suggest procedure and policy changes to management when needed or asked

5/2006 – 5/2008

Public Company Accounting Oversight Board (PCAOB)

Washington DC

Service Desk Supervisor

·          Direct Supervisor to 4 Employees in WashingtonD.C.

·          Functional Supervisor to an additional 8 Employees across the United States

·          Train Service Desk team members

·          Meet with customers to gain feedback to better serve them

·          Interview and give input when hiring new IT team members

·          Develop and/or Improve Service Desk Processes

·          Analyze Incident Management Statistics to make sure they meet PCAOB’s SLA’s

·          Counsel Service Desk Team members to help them achieve their goals

·          Work with vendors to get quotes for hardware/software

·          Submit Purchase Requests for approval to upper management

·          Assign incoming help desk calls in incidentmanagement system to team members

·          Incident Management System (HEAT) Administrator

·          Delegate Resources to execute projects

·          Research products and present pros and cons of product for purchase consideration

·          Also continued to perform limited Service Desk Analyst Duties

EXPERIENCE (Continued)

1/2004 – 4/2006

Public Company Accounting Oversight Board (PCAOB)

Washington DC

Service Desk Analyst

·          End user hardware/software configurations, installations, and repairs

·          Train and help lead Service Desk team members

·          Assign incoming help desk calls in incident database to team members

·          Train staff new hires on laptop, VPN, and Blackberry use

·          Blackberry hardware and software support

·          Create technical documentation as needed for applications and hardware

·          Install, test, and deploy laptop and desktop Ghost images

·          Analyze software for end user deployment

·          Project research and administration

4/2003 – 12/2003

Johnston McLamb

Washington DC/Chantilly, VA

Helpdesk Consultant

·          United States Postal Service Sensitivity Security Clearance

·          Assist end users in resolving IT issues for the ITValue Online Software Suite

·          Train ITValue end users over the phone

6/2001 - 10/2002

MARC Global Systems

Sterling, VA

Software Technician I

·          Manage the Code Maintenance Log Database

·          Published the MARC Guide documentation

·          Manage MARC Systems Tape Backups

·          End user hardware configurations, installations, and repairs

·          Microsoft Office Suite Training and troubleshooting

·          Assist in MARC software releases by testing and/or gathering information

11/1998 - 5/2001

OSP Consultants, Inc.

Sterling, VA

Accounting Systems Analyst

·          Edit and track report formats using FRx

·          Monitored and Maintained system for Solomon IV

·          End user hardware configurations, installations, and repairs

·          Give instruction on any Microsoft Office application and/or Solomon IV

·          Installed and patched anysoftware needed

·          Create and Maintain Secure Intranet Pages for OSP's Financial Statements

8/1998 - 10/1998

Manpower

Herndon, VA

Administrative Assistant

·          Provide administrative support to the Controller

·          Act as liaison between the Controller and Executive Management

·          Schedule meetings

·          Created and maintained Webpage for OSP Consultants’ Financial Statements

EXPERIENCE (Continued)

5/1997 – 8/1998

Wal-Mart Collection Center

Tuscaloosa, AL

Collections Supervisor

·          Developed new Management Information Reports.

·          Troubleshoot call center computers.

·          Maintained statistics of loss prevention and collection activities with call center software and Excel.

·          Supervised and scheduled 30 associates.

·          Researched returned checks and processed Affidavits of Forgery.

·          Using good customer service skills, I assisted customers in resolving their debts.

VOLUNTEER EXPERIENCE

06/2010 - Present       Ashburn Volunteer Fire & Rescue Department             Ashburn, VA

Volunteer Emergency Medical Technician – Basic &Probationary Firefighter

·          Serve the Public of Ashburn and Loudoun County in a Public Safety role by providing basic pre-hospital care and transport.

·          Volunteer at events sponsored by Ashburn Volunteer Fire & Rescue Department to raise funds for the Department.   

·          Support my duty crew as ordered by my Officer.

·          Attend classes to increase my knowledge to better support the Department and Duty Crew in an EMT-B/Firefighter role.

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