Desk Analyst Resume Profile

PROFILE

Client focused, results driven IT Service Support Professional experienced in Field Service Management, Service Center Management, Project Management, Business Analysis, Server Administration, Desktop Support, Technical Training and Coaching A team player with strong interpersonal and public speaking skills, facilitating communications between stake holders with diverse interests, technical and non-technical backgrounds.

EXPERIENCE

Confidential

Remote, desk side and field support for Departments of Environmental Protection, Health Human Services, Public Safety, Maine State Crime Lab and State Forensic Service. Install, configure and troubleshoot system hardware and software. Perform analysis and research of complex technical issues related to XP end of life and in preparation for Windows 7 migration.

Confidential

Remote and desk side support for Secretary of State, Bureau of Motor Vehicles, Bureau of Corporations, Elections and Commissions and Maine State Archives. Install and configure system hardware, software, printers and verify network connectivity. Perform advanced troubleshooting and vendor technical liaison functions. Design and implement trouble shooting and correction plans, develop and coordinate user training programs and document all processes and procedures. Created specialized ID cards for programs administered thru the Secretary of State.

Service Desk Analyst

Confidential

Deliver 24x7 Tier 1 and 2 support serving 140 companies, monitoring and managing 3,500 devices in 33 countries. Evaluate, trouble shoot and resolve customer issues. Provide server administration, monitoring of global networks and collocated hardware, remote support of all desktops and peripherals, Microsoft products, customer specific COTS and proprietary applications. AD administrative tasks on Server '03 '08, User account creation, ADSI Edits, Access/permissions, Password resets, Exchange accounts '03 '07, Mailboxes, Shares, Aliases, Communicator MS Lync accounts, Postini administration, BES Server, Citrix administration and profile rebuilds

Business Systems Analyst

Confidential

Deliver internal consultation and training for IT project managers of clinical, administrative/financial, infrastructure and regulatory projects. Provide training and guidance in adoption of project management framework, best practices, PM software and tools. Evaluate systems and data to identify cross functional factors and risks. Recommend technical, process and workflow improvements. Facilitate 360 degree discussions between stakeholders. Elicit business and functional requirements through interviews, focus groups and use case. Development and administration of web based enterprise project summary reporting for C-Level and PM's. Administer Enterprise Project Management system Tenrox , SharePoint Project and PMO websites.

Manager, End User Computing

Confidential

Responsible for management of enterprise wide desktop services and support with a staff of 8 supporting 3,500 users and 2,000 desktops in 27 locations from Gardiner to Jackman.
Promoted and championed the implementation of an Enterprise Help Desk service organization including asset management and project tracking. Developed change management processes for desktop/hardware standards, enterprise applications, policies and procedures.
Reduced field service dispatch calls by 23 with service level agreements, end-user self-help web sites and automated services. Improved response to patient-critical areas with a hot swap program and outsourced hardware contracts. Project Manager for large-scale application rollouts, technology updates and refreshes. Responsible for capital and operations budgets, RFP's and vendor contract negotiation.

Senior LAN Support Technician

Confidential

Project Manager for clinical, administrative and financial applications, Y2K and hardware refreshes.
Deliver 1st and 2nd level support of Microsoft products, clinical, administrative and financial applications. Resolve trouble calls, installations, upgrades, configurations and all related IMAC services. Conduct pre-purchase product research, evaluation and testing. Document procedures and developed training materials for clinical and administrative applications. Work with resellers and contractors to develop service and support strategies for new products and services. Develop strategy for implementation of a Service Desk utilizing a single point of contact Call Center model.

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