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Desktop Support Analyst Resume

Herndon, VA


  • Nine plus years overall IT experience and 5 years in quality assurance. Expert troubleshooter and problem solver with a reputation as a strong team member and leader. Excellent interpersonal skills, problem solving capabilities, multitasking proficiency and quick adaptation to new environments.


Desktop Support Analyst

Confidential - Herndon, VA

  • 2 nd and 3 rd level support for 800 plus people in multiple locations across Northern Virginia.
  • Design, installation, configuration and maintenance of a comprehensive IT infrastructure with a focus on Microsoft Windows.
  • Removal and installation of hardware components and peripherals.
  • Installation/repair/uninstallation of software in the environment via Altiris, remotely or in person.
  • Configuration and management of mobile devices (iPhones, iPads and Blackberrys).
  • Member of the Concierge IT support team which provides immediate support to the executive staff onsite.

QA Engineer

Confidential - Dulles, VA

  • Primary QA engineer responsible for the testing and maintenance of the popup QA subsystems and software
  • Responsible for testing several suites of AOL proprietary Visual Basic GUI applications.
  • Point of contact for internal employees who had questions or issues with production environments.
  • Updated and created documentation and test plans for software updates and new projects.

Associate QA Engineer

Confidential - Dulles, VA

  • Tested Visual Basic applications, installers for DLLs across multiple platforms (win98/win2000/XP), stored procedure updates and database conversions.
  • Responsible for setting up, documenting and maintaining the QA web application testing environment.
  • Mentored and trained QA engineers assigned to my group who worked remotely in Tucson, AZ.
  • Updated and created test plans and documentation for new and existing software functionality.


Confidential - Dulles, VA

  • Supported internal employees, analyzed reporting data, performed general help desk duties (answered phones, resolved trouble tickets, answered users questions) and assisted in the roll out and training of new software to the AOL Sales department.


Operating Systems: Windows (7, 8 and XP),Mac OSX, iOS, Linux, Sun Solaris

Enterprise Tools: Remedy, HP Service Center(SM9), GoToAssist, Citrix, Altiris, Active Directory, Mobile Iron.

Databases: Sybase (SQL)

Hardware Repair: HP Certified in computer hardware repair.

Languages: HTML, SQL and unix shell scripting

Network: LAN/Wireless /switch/router

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