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Desktop Support Analyst Resume

Burlington, NC

SUMMARY:

  • Extensive experience in network systems management
  • CompTIA A+, Network+
  • Experienced leadership qualities
  • Technically proficient with the use of call management applications
  • Confident and comfortable in critical thinking
  • Experienced in performing, maintaining, and troubleshooting network management functions
  • Direct knowledge installing and operating IP based high speed electronic nodal systems
  • Experienced Windows technician (Windows 7/8/10)
  • Desktop support Tier 1 and Tier 2 experience
  • Help desk Tier 1 and Tier 2 with some Tier 3 experience
  • Current secret security clearance
  • Currently enrolled in college pursuing a bachelor’s in networking and cyber security

PROFESSIONAL EXPERIENCE:

Desktop Support Analyst

Confidential - Burlington, NC

  • Provide level one and level two technical support to 80+ on site and remote end-users.
  • Performed account provisioning; created user groups, accounts, and password resets.
  • Installed, configured, updated, and maintained all internal software and hardware resources including printers, laptops, client workstations, thin clients, and mobile devices.

End User Support Specialist - Contract

Confidential - Greensboro, NC

  • Provide level one and level two technical support to 1200+ on site and remote end-users.
  • Monitored, organized, and edited help desk tickets in Footprints ticketing system..
  • Make full use of standard problem and resolution practices via Standard Operating Procedures, standard incident descriptions, and via the Knowledge Base when troubleshooting problems. Document solutions to common problems/resolutions.
  • Performed account provisioning; created user groups, accounts, and password resets.
  • Installed, configured, updated, and maintained all internal software and hardware resources including printers, laptops, client workstations, thin clients, and mobile devices.

Desktop Support Technician - Contract

Confidential - High Point, NC

  • Provide support services and preventative maintenance on hardware: PC’s, printers, monitors, and scanners.
  • Install, configure, upgrade, and troubleshoot hardware or software components.
  • Provides desktop application support, including installation, configuration, and troubleshooting
  • Provided Installs, Moves, Adds, Changes (Mac OS and Windows) to network and support services.
  • Solved tier 1, tier 2, and some tier 3 issues from users using Heat ticketing software.
  • Provided assistance in the effective use of a wide range of applications and developed instructions which will enable users to operate systems.

Network Systems Administrator

Confidential

  • Installed, operated, and supervised IP based high speed nodal systems. Performed network management functions in support of maintaining, troubleshooting, and re-engineering of nodal assets. Installed, configured, and maintained Cisco Routers and Switches.
  • Installed, troubleshooted, and maintained multi-platformed Windows based systems and PC’s under moderate stressful conditions.
  • Created, installed, and troubleshooted Cat V/VI and Fiber Optic cable with various equipment.
  • Installed, configured and mapped printers on network via print server as well as installing printers locally and shared where necessary.
  • Performed tier 1, tier 2, and tier 3 troubleshooting of PC’s as well as configure and deploy on the local domain. Routinely added and removed PC’s on the domain.
  • Routinely used Active Directory
  • Test equipment voltage during troubleshooting procedures.
  • Installed, supervised, and operated large and small electronic switches, system control centers, line of sight radio systems, satellite transportable terminals, and other equipment associated with network switching operations.
  • Provided technical support for Windows XP/7/8/2000/ME
  • Conducted site survey for Communication Relay Group and Antenna Mast Group.

Desktop Support Technician

Confidential - Hemet, CA

  • Assisted staff with installation, configuration and ongoing usability of desktops, laptops, peripheral equipment and software complying with given standards and guidelines.
  • Participated in varied computer platforms in multi-layered client server environment.
  • Updated and maintained computer inventory and surplus equipment.
  • Maintained and resolved issues on LAN/WAN, VoIP telephone, Biometric, Video systems and other computing equipment.
  • Ensured desktop computers interconnect seamlessly with diverse systems.
  • Maintained passwords, data integrity and file system security for computing environment.
  • Interacted with vendor support contacts to resolve technical problems with desktop computing equipment and software.
  • Identified and repair hardware and network connectivity issues.
  • Established VPN access for all remote users.
  • Assisted in technical upgrading and maintaining of entire desktop systems.
  • Supported in testing and deployment of new applications and systems.

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