Lead Support Analyst Resume Schaumburg, IL - Hire IT People

Experienced and knowledgeable in Information Technology, seeking to contribute training and acquired skills within a Help Desk support role. Works well independently, or in a group setting providing all facets of computer help desk support such as troubleshooting, installations, and maintenance. In-depth knowledge and understanding of numerous software packages and operating systems. Skilled in providing Customer service and End-User Help Desk Support. Easily identifies and resolves technical issues and concerns.
Professional Experience
Confidential, Deerfield, Illinois
08/2010 – 12/2010 Lead Support Analyst
This position was a 3 month contract position working as a Lead for the windows 7 roll out at Takeda Pharmaceuticals corporate office in Deerfield, IL. Duties included pushing software thru Altiris Deployment Console and through the Altiris Software Portal, while making sure that the ten builders were on task getting the machines ready for their deployment on a company computer upgrade. This project was company wide and included over 1500 users.
Confidential, Deerfield, Illinois
06/2010 – 07/2010 Support Analyst
This position was a six week contract position working at Takeda Pharmaceuticals corporate office in Deerfield, IL. Duties included collecting assets from the managers of the employees that were no longer in use. Once this part of the project was completed, started the installation and set up on Windows 7 machines for the project that started in 08/2010

Confidential, Buffalo Grove, Illinois
11/2009 - 01/2010 Support Analyst/Network Analyst

Received and document ed incoming calls to the Help Desk and effectively communicated with all system users, Information Technology technicians (using “Heat” ticketing software) in order to monitor the internal technical systems and/or provide incident response assistance to all departments.
Traveled and remotely accessed to various Edward Hines locations in both Indiana and Illinois to facilitate upgrades, installations, pc and printer issues and maintenance, and connected networks phones.
Acted as first-level problem resolution for all incident calls to the Help Desk.
Supported operating systems for personal computers and patch level maintenance.
Provided installing, upgrading, and support activities to ensure hardware and software compatibility as well as testing and documentation of personal computer systems.
Accessed local area network, including network connectivity, disaster recovery, and internet filtering.
Preparation and development of procedures related to the connectivity and operating standards
Confidential., Deerfield, Illinois
10/2009 – 11/2009 Support Analyst
This position was a six week contract position working at Takeda Pharmaceuticals corporate office in Deerfield, IL. Duties included installing setting up and deploying Windows 7 on a company wide basis to company personal computers
Confidential Buffalo Grove, Illinois
09/2207 – 01/2009 Support Analyst/Network Analyst
Traveled and remote access into various locations in both Indiana and Illinois to facilitate upgrades, problems and installations windows, Microsoft office and falcon.
Provided functional and technical support, troubleshooting and diagnosing hardware and software problems, includingdesktop, laptop, WAN, LAN, and remote systems.
Responded quickly to tickets and calls to diagnose and resolve issue.
Responsible for the daily back-up of all systems using Netvault, ensuring that all backups had run and finished without failure and tapes are changed on a timely basis.
Regularly perform hardware, software and printer maintenance; resolved Windows related issues, Internet Explorer issues and other PC software related issues.
Confidential, Streamwood, Illinois
02/2007 – 09/2007 Computer Technician Level 1
Responsible for providing first level computer support to building staff at Teft Middle School, including computer lab setup and configuration;
Provided direct and reliable support for the district software and hardware systems.
Processed support tickets issued by the helpdesk and provide basic troubleshooting services when needed.
Education:
Schaumburg, IL 2007
Bachelors of Telecommunications
Technology Expertise
Hardware:
IBM compatible PCs, workstations, Servers, Ethernet & Token Ring Protocols, Mother Boards, Video & Sound Cards, Monitors, CD-ROM Drives, Memory Chips, IDE/EIDE/SCSI/SATA Hard Drives & other devices, Tape Backup Drives, Optical Drives, Scanners, Printers
Software:
Windows 3x/9x/NT/2000/XP/Vista/7, Microsoft Office 97/2000/XP Pro/2003/2007, Symantec Anti Virus, McAfee Anti Virus, GHOST, Drive Copy, Remote Desktop, PC Anywhere, VPN, Remotely Anywhere with Dameware, Altiris Software Deployment Console, and the Altiris Software Portal

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Lead Support Analyst Resume

Schaumburg, IL

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