IT Help Desk Analyst with Problem-Solving Expertise

BRANDON HEARD

**** ********* **** ********, **, *0785 202-***-****

*******.*******@*****.***

S U M M A R Y

Seasoned and highly enthusiastic professional, with premium Problem-Solving skills, demonstrate initiative, communication skills, problem resolution, troubleshooting, prioritization, scheduling, and very consistent. Seeking a challenging position within a dynamic and progressive organization. My contributions will include a strong work ethic, insightful preparation, I can easily be effective on an immediate and an infinite basis. Skills

Teamwork

Troubleshooting

Collaboration

Communication

Sharepoint

Zoom

AI

Administration tools

Endpoint management

Financial Services

How-to guides

Off-boarding

Automation

OneDrive

Triage

Azure

Documentation

Security

Informatics

Standard operating procedures

Information technology

Microsoft office suite

System configuration

Meeting minutes

Helpdesk

Excel

Electronic Health Record

CompTIA Security +

Experience

Help Desk Analyst III

Department of Veterans Affairs/10/01/2023 – 5/15/2025

• Diagnosing and resolving problems in response to customer reported incident tickets.

• Researching vendors and evaluating them based on reputation, price, speed, selection and quality

• Maintaining accurate records of purchase orders and compiling regular reports on current purchase order

• Manages the movement and installation of IT equipment to assure coordination of IT support and customer service

• Analyzing pricing information, managing budgets and identifying inventory savings opportunities

• Configuring devices and software applications following established procedures

• Submitting recommendations to improve the efficient use of the system and responding to special requests for system data

• Providing account management support, client connectivity support and client application support for various devices

• Negotiating purchase orders with vendors

• Collaborating with marketing and merchandising departments to develop display and advertising strategies• Maintains written and oral communications with customers, technical support

staff and management using email, internet, telephone, and technical support software alert features.

• Applies established priority levels to customer requests to ensure business objectives are met.

• Refers to service level agreements to set expectations and time frames for service delivery.

• Maintaining accurate records of purchase orders and compiling regular reports on current purchase order

• Maintains a working knowledge of the latest technical procedures and practices related to systems operation and performance, capacity issues, and telecommunications techniques.

Help Desk Specialist

The Bowen Group/ 6/01/2022-9/01/2023

• Receives and handles requests for service, following agreed procedures.

• Promptly allocates calls as appropriate.

• Logs incidents and service requests, while maintaining relevant records.

• Identifies and classifies incident types as well as service interruptions.

• Records incidents cataloging them by symptoms and resolution.

• Acts under guidance to record and track reliability data for end user services.

• Systematically interprets user problems and identifies solutions to possible side effects.

• Uses experience to address user problems and interrogates database for potential solutions.

• Escalates complex or unresolved incidents.

• Records and tracks issues from outset to conclusion.

• Systematically responds to day by day operational needs, avoiding service disruptions and maintaining coherence to information security requirements.

• Responds to common requests for service by providing information to enable fulfillment. Promptly allocates unresolved calls as appropriate.

• Maintains records, informs users about the process and advises relevant persons of actions taken.

• Acts as the routine contact point, receiving and handling requests for support.

• Responds to a broad range of service requests for support by providing information to fulfill requests or enable resolution.

• Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate.• Assists with the development of standards, and applies these to track, monitor,

report, resolve or escalate issues.

• Contributes to creation of support documentation.

• Responsible for day-to-day management, resource planning and work allocation to meet agreed service levels.

Service Desk Analyst

American Physician Partners / 1/01/2015-12/1/2019

• Monitored and analyzed network traffic for potential threats

• Assisted in performing vulnerability assessments and penetration tests to identify and mitigate system weaknesses

• Investigated, documented, and reported security breaches to the it and management teams

• Responded to security incidents, contributing to the reduction of downtime during security events

• Collaborated with the IT team to develop and enforce security policies and procedures

• Maintained and updated security tools including antivirus software and firewalls, to protect against malware and unauthorized access

• Conducted user awareness training to educate employees on cybersecurity best practices

• Provided support for security audits, ensuring compliance with industry standards and regulations

Desktop Support Analyst

Envision Healthcare /1/1/2010-1/01/2015

• Assist healthcare providers with patient examinations and treatments

• Prepare and maintain statistics on medical instruments and equipment

• Compiling and maintaining patients electronic health records

• Ensuring the accuracy, accessibility, and security of health information data

• Using classification software to assign clinical codes for insurance reimbursement and data analysis

• Electronically recording data for collection, storage, analysis, retrieval, and reporting

• Protecting patients’ health information for confidentiality, authorized access for direct patient care and other appropriate uses

• Interacting with healthcare providers and patients to gather and interpret data

• Translating medical terminology and diagnoses into the coded format• Managing the release of information requests and ensuring compliance with

privacy regulations

• Performing regular audits and quality improvement activities

• Using computer applications to assemble and analyze patient data for the purpose of improving patient care or controlling costs E D U C A T I O N

BACHELOR / GRADUATED MAY 2009 / HAMPTON UNIVERSITY Hampton, Va Multiple Dean's List Honors Cum Laude CompTIA Security + certified (Certification number: 404052906)

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