Career Objective:
- Dedicated Helpdesk Analyst with 2 years of experience serving as the first point of contact for technical support issues. Seeking to advance my technical expertise and grow within a dynamic organization that fosters professional development. Proficient in user account management with Active Directory, mobile device management using Microsoft 365 (Intune), end-user desktop support for Windows 10/11, and patch management utilizing Windows Server Update Services.
Professional Experience:
MSP (2021-2024)
Helpdesk Analyst
- Handled end-user technical support requests, providing quick and effective solutions.
- Managed Active Directory tasks, including user account creation, password resets, and group membership updates.
- Escalated issues to Tier 3 team to resolve issues quickly and reduce downtime.
- Configured and deployed hardware such as desktops, laptops, mobile devices, printers, and peripherals to meet user requirements.
- Diagnosed and resolved hardware and software issues for Windows operating systems and mobile devices, maintaining system reliability.
- Created detailed documentation of solutions to build and enhance the organization’s knowledge base.
Education
- Bachelor of Business Administration
Certifications:
- CompTIA Security+
Technical Skills:
- Operating Systems: Proficient in the installation, configuration, optimization, and ongoing maintenance of Windows 11 and Windows 10 environments.
- Networking: Familiar with TCP/IP, DNS, DHCP, VPN troubleshooting, and basic network configuration
- Desktop Support: Proficient in diagnosing and resolving end-user issues on Windows 11 desktops.
- Security Tools: Experience reviewing Tenable Nessus vulnerability reports and remediating security issues in Windows 10 and 11.
- IT Service Management: Comfortable in working with ticketing systems such as ServiceNow, Zendesk, and Jira to manage and resolve technical issues.
- Microsoft Office 365: Experienced in user support and administration through the Microsoft 365 Admin Portal.
- Remote Support Tools: Skilled in using tools like Dameware, RDP, to provide remote assistance.
- Active Directory: Competent in managing user accounts, groups, and permissions.
- Endpoint Management: Experienced in onboarding mobile devices and managing via Microsoft Intune within the Microsoft 365 Admin Portal.
Additional Skills:
- Communication, Active Listening, Time Management, Team Collaboration.
- Problem Solving, Adaptability, Attention to Detail
Additional Software Experience:
- Microsoft 365, Microsoft Teams, Slack, ServiceNow, Jira, LogMeIn, Command line tools (ping, ipconfig, tracert, nslookup), Microsoft Remote Desktop, TeamViewer, Windows 10, Windows 11, Windows Server 2019, VMware Workstation for testing, Microsoft OneNote, Confluence, Basic Antivirus software experience (McAfee), Active Directory for account management, OneDrive, Google Drive
