Lead Senior Support Analyst Resume

PROFESSIONAL EXPERIENCE

Confidential

Lead Senior Support Analyst

Responsibilities:

Administered user accounts via Windows Active Directory
Secured end - points with Enterprise end-point solution
Managed inventory, assisted in procuring new hardware, software, and related supplies
Created and Deployed desktop images to end users via Symantec Ghost and Microsoft System Center Configuration Manager
Participated in revolving on-call schedule to provide 24/7 service to users
Aided users in the configuration of SSL VPN services
Planned, tested, executed, and evaluated new system requests
Managed and maintained iOS and Android devices to enterprise compliance requirements
Worked with Windows 7/10 operating systems within enterprise environment
Point of contact for escalation and supervision of all desktop related issues and projects that could not be handled by other support analysts
Worked closely with other departments to ensure issued tasks or projects were resolved or completed effectively

Confidential

Senior Systems Analyst

Responsibilities:

Maintain updated knowledge of company products and services to provide a better customer experience
Evaluated, Designed and implemented ticketing system
Configuration of Client Workstations.
Deployment and configuration of Windows Servers (Windows 2008 and Windows 2012)
Managed LAN/WAN technologies for clients through Dell Sonic Wall Appliance
Secured end-points (clients) with end-point solution

Confidential

Network Administrator

Responsibilities:

Configured, upgraded and performed maintenance of networked devices including Mac OS X and Windows Workstations/Servers, Xerox Printers, and Zebra Printers.
Administered Windows Active Directory/DNS/File Share servers
Created on site disaster recover solution as well as off site disaster recovery solution.
Administered iOS devices through MDM airwatch solution.
Maintained system baselines and documentation.
Administered Google Apps for work.
SonicWALL hardware configuration and management
Designed and implemented Cisco Meraki hardware including firewalls, switches.
Virtualization management through Vmware ESXi

Confidential

Technical Support Supervisor

Responsibilities:

Began as a Level 2/3 technician receiving incoming phone calls offering technical support as well as customer service to clients.
Assisted in end users with applications, ranging but not limited to Microsoft Office (2007-365), QuickBooks, ETC.
Preformed removal of malicious programs and files related to malware, adware and viruses on Windows and Apple based computers.
Aiding users in the recovery of deleted files
Preforming windows OS installs (Clean install, Repair install, Parallel install)
Preforming OS X recovery installs on Apple based computers
Handled a number of escalated calls which involved internet trouble shooting, as well as guiding the customer to remove malicious programs manually through other operating systems or command prompts
Also handled hardware installation Printers, Routers, Apple TV, Roku devices, Google Chrome Cast
Provided password resets through other operating systems or rescue disks
Repairing TCP/IP stack in order to allow the customer to connect to the internet