Senior Help Desk Analyst Resume Samples

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.

Experience

5-7 Years

Level

Executive

Education

Bachelor Of Science

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.

Experience

2-5 Years

Level

Junior

Education

Associates

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.

Experience

5-7 Years

Level

Executive

Education

Information Technology

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.

Experience

2-5 Years

Level

Junior

Education

Computer Information Systems

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.

Experience

2-5 Years

Level

Junior

Education

Liberal Studies

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.

Experience

2-5 Years

Level

Junior

Education

Information Systems

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.

Experience

10+ Years

Level

Senior

Education

Business

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.

Experience

0-2 Years

Level

Entry Level

Education

Bachelor Of Science

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.

Experience

7-10 Years

Level

Management

Education

CDL A

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.

Experience

5-7 Years

Level

Executive

Education

BS In Technology