Senior Help Desk Analyst Resume Samples

A Senior Help Desk Analyst is hired to provide technical support and quick solutions for customers facing a wide range of computer issues. While the duties vary from company to company, the following are certain core tasks and responsibilities seen on the Senior Help Desk Analyst Resume – providing technical support and solutions; testing and installing computer systems and software, maintaining records of trends and patterns, following-up with junior help desk analysts and managers regarding technical issues; and assisting in complicated installations and onsite support.

Employers look for resumes with the following skills and attributes – knowledge of computer hardware and software; strong knowledge of operating systems, networks, programming languages, firewalls and routers; familiarity with upgrades and installations and common technical issues; familiarity with troubleshooting process; and multitasking skills. Though a postsecondary degree is not a mandatory requirement, candidates with a background in technology or computer repair will be useful.

Senior Help Desk Analyst Resume example

Senior Help Desk Analyst Resume

Headline : Over four years of experience solving problems, applying technical expertise, and utilizing critical thinking skills to obtain a role as an Information Security Analyst.

Skills : Computer Operations, Tape Management, Help Desk.

Description :

    1. Configures and administers the corporate data loss prevention solution and responds to security alerts.
    2. Manages Pulse Secure containing multiple VPN tunnels for employees and external partners and establishes security policies to align with corporate policies and PCI compliance.
    3. Administers and manages LANDesk to maintain IT asset inventory, provide security reporting, and enforce endpoint security policies.
    4. Utilizes the SIEM solution to analyze logs, monitor events, and respond to security incidents.
    5. Remediates and addresses technical security audit findings and works with the Information Security Office to define and enforce technical access controls.
    6. Supports and helps deliver security awareness education and material to end-users.
    7. Remediates vulnerability scan findings and works with the Information Security Office to manage the vulnerability management program.
    8. Collaborates with the Information Security Office to identify security risks and proposes solutions.
    9. Monitors network and security alerts and works with the Information Security Office and Network Team to respond and resolve issues.
Years of Experience
Experience
5-7 Years
Experience Level
Level
Executive
Education
Education
Bachelor Of Science


Junior/Senior Help Desk Analyst Resume

Objective : ITIL Foundation Senior Level Support Analyst with over 17 years of experience in the areas of Helpdesk and Desktop support with an emphasis on providing excellent customer service. Excellent communication, troubleshooting, organizational & analytical skills. Works effectively independently and as part of a team.

Skills : Help Desk Executive, IT, Engineer.

Description :

    1. Responsible for ensuring service to over 4500 users located in New York and 25 other locations.
    2. Handled approximately 25-35 calls/tickets a day, with an average completion rate of 90% of the calls at the end of shift with a positive conclusion.
    3. Responsible for Active Directory/Exchange tasks.
    4. Created accounts for access to all firm applications such as AS400, Docs, VPN, etc.
    5. Collaborated with the Telecom Dept., in successfully rolling out the firm's VoIP system to all offices.
    6. Minimized and stabilized the existing amount and flow of phone tickets by taking charge of the ticketing procedure with our current vendor.
    7. Served as liaison between users and the vendor rolling out the system, ensuring prompt attention to their matters and concern as well as helping keep our open ticket count at a low percentage.
Years of Experience
Experience
2-5 Years
Experience Level
Level
Junior
Education
Education
Associates


Senior Help Desk Analyst III Resume

Headline : IT experience gives a unique ability to apply technology, in all its forms, to business processes. Some of the business process knowledge includes facilities, inventory control, vendor management and various operational processes.

Skills : Microsoft Office, Windows, Project Management, Servers, Data Entry, Database Management.

Description :

    1. Provided initial technical support in solving personal computer device needs, issues, and requests.
    2. Provided staff and users with assistance solving complex computer hardware and software related issues including password resets.
    3. Documented help desk tickets/resolution thru Service Desk, and maintained equipment inventory lists.
    4. Resolved computer related issues including Citric after business hours while on call for a week at a time.
    5. Assisted internal technology users via phone and computer-based remote methods to test the functionality of a person computing device.
    6. Identified reoccurring issues and inform appropriate information system area to evaluate the design and issue resolution methods to minimize productivity impact on internal technology users.
    7. Performed images and deployment of a new laptops, PC, and devices.
Years of Experience
Experience
5-7 Years
Experience Level
Level
Executive
Education
Education
Information Technology

Senior Help Desk Analyst II Resume

Objective : Information Technology consists of computer and printer repair, consulting services, twisted pair and coaxial cable installation, network installation and administration, application support, training, sales, help desk support.

Skills : Microsoft Office, MS Project, Syteline, SQL.

Description :

    1. Verified Secure Outreach customers and reset their passwords.
    2. Assisted customers with navigating and using the Secure Outreach database.
    3. Assisted Egmont customers by resetting their passwords.
    4. Assisted Egmont customers with installing and troubleshooting the Egmont application.
    5. Assisted FBAR customers with resetting their passwords, navigating the FBAR website in order to submit their FBAR forms.
    6. Assisted BSA Efiling customers with resetting passwords, and navigating the BSA Efiling website.
    7. Assisted BSA Efiling customers with their CTRs and SARs form submissions.
    8. Assisted customers with updating their profile information in the BSA Efiling database.
Years of Experience
Experience
2-5 Years
Experience Level
Level
Junior
Education
Education
Computer Information Systems

Senior Help Desk Analyst I Resume

Objective : Computer Operations Professional with Network Monitoring and Daily Tape Management Skills. Helpdesk, Mainframe and Midrange Console Operator. Job processing on a variety of multiple platform environments.

Skills : Program Management, Project Management, Call Center Management, Contract Management.

Description :

    1. Provided application support for Financial Crimes Enforcement Network web-based applications.
    2. Provided user name verification and password resets for customers.
    3. Assisted customers with use and navigation of web-based applications.
    4. Assisted customers with submitting the FBAR, CTR, SAR forms.
    5. Assisted customers with installing Egmont software and troubleshooting software issues.
    6. Assisted customers with updating their profile information.
    7. Escalated policy questions and filling out forms to the Regulatory department.
    8. Assisted customers with setting up a VPN/STDM through a submission process.
    9. Allowed the customers to securely transfer financial data from the customer's server to the FinCen server.
Years of Experience
Experience
2-5 Years
Experience Level
Level
Junior
Education
Education
Liberal Studies

Senior Help Desk Analyst/Executive Resume

Objective : An IT Professional with 6+ years of experience in the information technology. Working towards gaining  CCNA certification. Strong technical skills, to include support administration and hands-on experience of hardware, software.

Skills : Microsoft Office, Windows, Project Management, Servers, Data Entry, Database Management.

Description :

    1. Reviewed cases to identify problem areas and goal compliance.
    2. Managed after-hours pager support.
    3. Provided hands-on desktop support to local users.
    4. Provided remote and on-site training services for different modules in TAM software.
    5. Installed operating systems, SQL or SBS, configure servers, workstations and networks.
    6. Analyzed, troubleshoot and repair computer systems, hardware and peripherals.
    7. Supported and maintained user account information including rights, security and systems groups.
    8. Installed new software releases and upgrades.
    9. Performed data conversions thru imports/exports using Microsoft SQL Server.
Years of Experience
Experience
2-5 Years
Experience Level
Level
Junior
Education
Education
Information Systems

Senior Help Desk Analyst/Specialist Resume

Summary : A technical services professional with experience in computer repair, user support and network systems administration. Expertise includes working with wired, wireless, mobility, geographical (GIS), and industrial (SCADA) computing and networking platforms.

Skills : Windows Server 2012, Windows Server 2008, Windows Server 2003, Windows 7, Mac OS X, Linux, IOS.

Description :

    1. Administered and supported office, remote and mobile-based users of wired (802.3), wireless (802.11 a/b/g/n), mobility, radio and cellular network (RA/VPN, microwave), associated hardware devices and software platforms.
    2. Developed and executed methodology utilizing networking utilities and best practices that resulted in the discovery and accounting of 88 ruggedized computer assets valued at $352,000.
    3. Authored and published intuitive Remote Access and VPN documentation utilized by 400 employees, reducing RA/VPN related trouble calls by 85 % and increasing customer satisfaction.
    4. Created and assigned RSASecure ID Hardware Tokens to allow and control remote access to the LAN Network.
    5. Participated in a project converting to RSA SecurID software tokens.
    6. Identified and resolved load balancing issue occurring on third-party XenApp / Citrix application hosting platform impacting the timely printing of checks for vendor invoices.
    7. Participated in the rollout-upgrade of 700 fleet vehicle mobility workforce computing platforms based across 43 regional field offices.
Years of Experience
Experience
10+ Years
Experience Level
Level
Senior
Education
Education
Business

Senior Help Desk Analyst/Representative Resume

Objective : Senior level Help Desk professional with extensive experience in supporting Government agencies. Possess leadership, analytical, and problem solving skills with a solid customer service background.

Skills : Senior Help Desk Specialist/Technical.

Description :

    1. Installed hard/software and configured operating systems and application software according to the agency specifications.
    2. Participated in a pilot test of installing and configuring XP virtual to Thin Client equipment.
    3. Provided desk-side support, by visiting the client's office and resolved technical issues arising with network, applications, printers, scanners, smart labels, and PC related connectivity.
    4. Upgraded PC equipment with memory sticks, installed new patches and latest versions of applications to improve the functionality of the equipment.
    5. Supported Microsoft Office 2010, Adobe Acrobat, Scanners, Printers, Citrix, VPN, Government proprietary applications, Xerox copiers, laptops, Smart Labels, and Blackberry devices.
    6. Ensured Video equipment was functional, including projectors.
    7. Provided Remote access and VPN support and Citrix.
Years of Experience
Experience
0-2 Years
Experience Level
Level
Entry Level
Education
Education
Bachelor Of Science

Asst. Senior Help Desk Analyst Resume

Summary : A position in the field of IT (Information Technology), Security Systems and Networking, where Technical, Organizational & Communication skills will be used, developed and polished.

Skills : Windows 2008, 2003 Active Directory Networking Red Hat Linux SQL/MySQL PKI Web servers HTML Perl/CGI.

Description :

    1. Identified, tracked, escalated, resolved and reported customer problems, of medium to advanced complexity, in the following areas: network O/S, desktop O/S, application software (retail and I/S developed), end-user computing tools, development tools, configuration support, network and mainframe comm., etc.
    2. Diagnosed problems through conversations with the user community and resolved problems that fall within Client Services guidelines.
    3. Escalated more complex problems to the appropriate level and provided independent, capable, professional performance of assigned tasks, under general supervision.
    4. Served as Help Desk Project Lead for company-wide McAfee Virus Scan upgrades and maintenance, as well as on project teams for Outlook Install, Helpdesk Status Line Schedule.
    5. Developed job aides for the helpdesk to streamline processes for these and other projects.
    6. Served on other committees to provide input on current projects to assist in the preparation of Help Desk infrastructure for implementation of IS Solutions.
    7. Provided assistance to other staff including higher-level problem-solving assistance, knowledge transfer, mentoring, and identification of opportunities to improve departmental knowledge.
Years of Experience
Experience
7-10 Years
Experience Level
Level
Management
Education
Education
CDL A

Senior Help Desk Analyst Resume

Headline : Extensive computer experience ranging from software, hardware, technical support, and customer service. Able to clearly understand problems and find positive solutions through use of troubleshooting, problem solving, teaming, and communication skills.

Skills : Outlook, Sugar CRM, OEMPro, OTRS, MYSQL, PHP Myadmin, Technical Writing.

Description :

    1. Developed troubleshooting documentation for Tier 1 and Tier 2 Help Desk Analysts.
    2. Assisted Tier 1 and Tier 2 Analysts with problem resolution specifically related to hardware issues.
    3. Performed root cause analysis of software and hardware problems to determine corrective action and preventative action.
    4. Developed documentation for RemotelyAnywhere and LogMeIn Rescue for remote desktop access.
    5. Assisted users with the use of custom software applications.
    6. Responsible for developing tools, techniques, procedures and documentation of IT components, both software and hardware.
    7. Created Helpful Hint documentation for KCI employees dealing with PC maintenance issues, email maintenance issues, and Internet Explorer issues.
Years of Experience
Experience
5-7 Years
Experience Level
Level
Executive
Education
Education
BS In Technology