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Application Support Analyst Ii Resume

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Herndon, VA

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TECHNICAL SKILLS:

  • Good knowledge about WAF, IronPort, and rounting & Switching appliances
  • Experience using NetScaler in High availability, Load balancing, SSL Offloading
  • Experience using Microsoft Office, AD or Active directory services, Shrepoint, OneDrive, OneNote, Jabber voice, IAG, Adextools, LAPS, Bitlocker, Netsclaer VPN, SCCM, and Mobile devies Apps including Blackberry UEM client and Intune Micfosoft Mobile Apps
  • Good knowledge using ticketing applicaions like Remedy, ServiceNow, MyServices
  • Experience with MS DOS, Win XP to Win 10, UNIX, Apple IOS, and Linux Operating systems.

PROFESSIONAL EXPERIENCE:

Application Support Analyst II

Confidential, Herndon, VA

  • Worked with more than 2000 customers to collect information about problems and led customers through diagnostic procedures to determine problems for operating systems, applications, network, or mobile issues.
  • Helped users to request needed software and assisted them on the install and configuration.
  • Worked in a stressed environment to serve end - users in a professional way adhering to Confidential 's policy.
  • Reimaged computers, deployed them to users, and updated asset management inventory.
  • Acted responsibly and resourcefully to ensure that all works are completed in a consistent service levels and quick resolutions.
  • Served as the Tier 2 point of contact for field users seeking technical assistance over the phone or email Use.
  • Supported and troubleshot Citrix VDI delivered systems and applications.
  • Troubleshot AD Group Policies (GPOs) and security group related issues for both users and systems.
  • Provided in-depth support and troubleshooting of the Windows 10 Operating System.
  • Supported networked and Followme printers solutions and end-user printers configurations.
  • Provided SharePoint related end-user support and feature usage guidance.
  • Supported unlocking of end-point devices using internal encryption key management solution.
  • Managed the processing of incoming calls to ensure professional, courteous, timely and effective resolution of issues
  • Managed, tracked, reported, processed and assigned tickets daily using remedy, MyServices, and Service-now applications.
  • Assisted in hardware, Applications and software migrations.
  • Supported the development of Knowledge Base (KB) articles for better and faster way to assist our end-users.
  • Trained and guided end-users to address technical deficiencies, as needed.
  • Maintained daily performance of computer systems.
  • Responded to email messages for customers seeking help.
  • Installed, modified, and repaired computer hardware and software.
  • Followed up with customers to ensure issue has been resolved.
  • Resolved and/or Facilitate Microsoft OneNote and SharePoint Drive challenges.
  • Directed unresolved issues to the appropriate team when needed.
  • Provided accurate information on IT products or services.
  • Passed on any feedback or suggestions by customers or other technical team to our appropriate internal team.

Easy Tech Expert

Confidential, Fairfax, VA

  • Diagnosed and troubleshot Printers, Desktops, laptops, and networking.
  • Installed and upgraded Windows operating systems on computers.
  • Fixed computers’ hardware and software problems.
  • Provided peer coaching and training for technicians.
  • Ensured an inviting environment for customers by maintaining a neat and clean department.
  • Ensured profitable sales and achievement of goal in technology department.

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