Active Directory Network
Resume:
Service Desk Analyst
Sept. ****-Present Pragmatics (contractor at The State Department) Washington DC
Maintain full ownership of ticket through its lifecycle
Provide first call resolution or triage for all calls
Ensure that for every call or reported event a ticket is created in both a timely and accurate manner
Verify user contract and assert information, categorize ticket accurately, and populate ticket with full description of event
Utilize the knowledge base and other support documentation to identify, isolate, diagnose and resolve user technical problem and provide information and status as requested
Enter all troubleshooting performed and, if applicable, the resolution
Escalate tickets to the appropriate support group if required by a warm transfer
Subject matter expert and provide advance trouble shooting of incidents the Front Line cant resolve
Performing active directory advance network administration, including creative shared mailbox accounts, distribution list, network share permission, network printer share permission and local workstations administration functions.
Other duties prescribes.
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