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Sr Helpdesk Analyst

Smyrna, GA, 30080
April 09, 2016

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**** **** **** ***** **

Smyrna, GA 30080


Sr. Helpdesk analyst whose interests lie in the area of computers, software, applications, networking and programming

oPromoted after 4 months of employment with the company at an entry level position

Strong knack for learning and problem solving

Exceptional ability to quickly learn, adapt and master any skill or task

Self-motivation with the ability to work well under pressure

Well organized and very good at multi-tasking

Software / Programs supported

Cisco router 1841, Cisco switch 2950, Citrix, Outlook exchange, Windows 7/8/XP, Mac Operating systems, ADP, VPN, RDP, CMC, CMAC, Windows Active Directory, Desktop director, Proxy pro, Dameware, SCCM, VNC, VDI, VM Ware, FTTP, Bomgar, Timbuktu, Filesite, Desksite, Worksite, Edocs, Imanage, Netdocs, Worldox, Workshare, PDFDocs, Nuance, Acrobat, Power PDF, Adobe Pro, Digital Dictation, Abbey, Network admin systems, Printer setup / installations/ malfunctions, Time entry applications (Intapp, Carpe Diem, Kronos) IOS systems, Android, and Blackberry + many more.


CCNA – 01/8/2016

CCENT – 12/28/2015

CompTIA A+ - 3/4/16

Comptia Network + N10-006 – 10/15/2015

Expert certification in Microsoft office 2010

Expert certification in Microsoft Word 2013

Expert certification in Microsoft Excel 2013

Expert certification in Microsoft PowerPoint 2013

Expert certification in Microsoft Outlook 2013

Professional Experience

Intelliteach, Atlanta, GA July 2014 - present

Sr. Analyst

Serve as the initial contact for troubleshooting end user remote technical issues regarding upgrades, installations, software / hardware malfunctions, network connectivity issues and answering general questions.

Provide citrix troubleshooting, remote connection issues, windows active directory and password resets, document management systems support (worksite, filesite, desksite, net documents, some worldox), Carpe Diem admin, Intapp time admin, Adobe applications, Outlook exchange, Windows 7, 8, XP and Mac operating systems.

Effectively communicate with requesters in a clear, positive, and professional manner.

Accurately diagnose client technical issues; gather the necessary information; and perform standard, preliminary research using all relevant available resources.

Clearly and thoroughly document requests for assistance in our ticket management system and escalate through the appropriate channels.

Microsoft/, Atlanta, GA Dec. 2012 – April 2013

Customer Care Professional

Greeting customers and providing end user remote technical support via telephone.

Assisted customers by providing useful information to ensure customer satisfaction.

Assisted with network connectivity issues and router troubleshooting by opening ports and modifying MTU settings along with other basic problem solving.

Handling customer accounts, and processing billing information.

Building long lasting relationships with the company by empathizing and building rapport with each and every customer.

Nestlé USA, Atlanta, GA July 2013 – Present

Retail Representative

Assist and communicate with customers.

Identify and act on selling opportunities and respond to competitor activities.

Create rapport with appropriate staff members in all accounts, communicate with staff during service calls, respond to customer requests, and maintain relationships with customers to support selling activities.

Execute perfect service, ensure stores set to schematic, execute promotional displays, and keep back stock organized. Adhere to route schedule, maintain and use handhelds appropriately, properly handle paperwork.


Georgia State University (Bachelors in progress), Atlanta, GA Aug. 2007 – 2012

Major: Kinesiology and Health

Courses completed: Business, Information Technology, Fitness Management, Athletic Training, Advanced Biomechanics, Anatomy, Physics, Biology, First Aid, Economics and Micro Economics

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