End User Support Analyst Resume Roswell, GA - Hire IT People

SUMMARY:

Cross - platform (Windows and macOS) experience in systems administration, including analyzing, installing, maintaining and repairing hardware, software and peripherals.
IT systems management using LANDesk/Ivanti Endpoint Manager.
Demonstrated troubleshooting and technical support abilities with migrations, network connectivity and software.
Capable of troubleshooting and resolving advanced desktop, software and server issues.
Working knowledge of TCP/IP, DHCP, DNS, VoIP and VPN’s
Approachable team player, quick learner, excellent communication and proven problem solving skills.
Secret Security Clearance (Currently Inactive)

TECHNICAL SKILLS:

PROFESSIONAL EXPERIENCE:

Confidential, Roswell, GA

End User Support Analyst / Windows System Administrator

Responsibilities:

Administer and support new users and hardware on the domain using Windows Server 2016, 2012/Active Directory Domain Services (ADDS) in conjunction with the Help Desk during the on boarding process.
Install, configure and maintain VM’s, servers, workstations and printers. Maintain hardware by patching/ upgrading OS/firmware/RAM/SSD drives.
Create/modify group policy (GPO) for groups as well as hardware on the domain.
Diagnose and support hardware failures, operating system application issue and network connectivity.
Windows Server configuration, maintenance, migration and backups.
Setup VM sandbox to troubleshoot/resolve software bugs.
Install, maintain and upgrade workstations, laptops to Windows 10.
Perform MS Office 365 user Add/Remove/Change.
Create technical documentation and work instructions.
Resolve laptop/workstation, application and any other hardware related issues for Windows 10.
Assist users with the installation, configuration and ongoing usability of desktop computers, mobile devices, peripheral equipment and software.
Perform Operating System upgrade/support (Windows 7/10 pro and macOS).
Workstation and laptop, imaging, deployment and maintenance.
Regularly update work log of all assigned tickets.
Appropriately escalate trouble/problem tickets as required.

Confidential, Atlanta, GA

Product Development Engineer

Responsibilities:

Create 3D CAD models and drawings for detail components, subassemblies and assemblies used in commercial and consumer product applications.
Prepare bills of materials (BOMs) and engineering change requests (ECRs), resolve technical design challenges and help plan projects and design approaches.

Confidential, Atlanta, GA

End User Support/ Jr. Windows System Administrator

Responsibilities:

Administered End Users, Microsoft Windows Servers, Workstations (PC and Mac) and printers with the use of Windows 2003 Server/Active Directory and Group Policy.
Managed users and hardware on the corporate BES (Blackberry Enterprise Server).
Migrated users from Microsoft Outlook to Lotus Notes.
Performed Tier 3 support for Windows XP, iOS as well as supporting corporate applications.
Set up offsite users utilizing corporate VPN.
Managed the successful implementation of LANDesk/Ivanti for IT systems management
Monitored corporate firewalls using Check Point software.
Created documentation for the install of 3rd party software (Citrix, SofTrax and Great Plains) to support corporate accounting and finance group.
Triaged Tier 2 and Tier 3 trouble tickets using Remedy Event Management ticketing system.
Assessed the quality and completeness of team/client ticket work logs in Remedy. Audits used to verify timely proper protocol is used to work and process client tickets.

Confidential, Lithia Springs, GA

Windows System Administrator

Responsibilities:

Supported day to day operations of the corporate LAN server environment consisting of Windows 2000 servers and NT 4.0 workstations in a multi domain environment.
Responsible for local hardware and software applications for workstations, servers and network data communications. Collaborated with executive management and department leaders to assess network capacity needs.
Migrated Windows 2000 domain resources and accounts to Windows 2003 Active Directory.
Maintained daily backups of servers using Veritas NetBackup 5 Software.