Desktop Support Analyst Resume
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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.