OBJECTIVE

• To secure a challenging opportunity with a company that will enable me to utilize my profit - building skills, customer service skill, interpersonal communication and analytical skills to significantly contribute to the company’s growth and my professional development.

PROFESSIONAL EXPERIENCE

Confidential

Sr. End User Support Analyst

Responsibilities:

• Assist with Window 7 deployment and transition of end users and departments to Windows 7 operating system and Microsoft Office 2010.
• Provide support to building and packaging applications for distribution to Firm computers using Microsoft’s SCCM.
• Install, configure, upgrade, troubleshoot, and remediate hardware and software issues pertaining to current and legacy versions of Microsoft Windows.
• Replacing workstation/PC on users desk and reconnecting all cables/peripherals
• Launch and test basic functionality for all core applications, configuring Outlook/Word/Excel.
• Test new versions of business software to ensure proper operation and integration.
• Install printers, back up and restore local files, and configuring screen resolution.
• Documents solutions, lesson learned for future use.

Confidential

Sr. Desktop Support Analyst

Responsibilities:

• Assist with Window 7 deployment and transition of end users and departments to Windows 7 operating system and Microsoft Office 2010.
• Provide support to install, configure, upgrade, troubleshoot, and remediate hardware and software issues pertaining to current and legacy versions of Microsoft Windows.
• Complete property, certification, and other forms, obtaining the necessary signatures.
• Replacing workstation/PC on users desk and reconnecting all cables/peripherals
• Launch and test basic functionality for all core applications, configuring Outlook/Word/Excel.
• Test new versions of business software to ensure proper operation and integration
• Install printers, back up and restore local files, and configuring screen resolution.
• Documents solutions, lesson learned for future use.

Confidential

Sr. Desktop Support Analyst

Responsibilities:

• Assist with Window 7 deployment and transition of end users and departments to Windows 7 operating system and Microsoft Office 2010.
• Provide support to install, configure, upgrade, troubleshoot, and remediate hardware and software issues pertaining to current and legacy versions of Microsoft Windows.
• Complete property, certification, and other forms, obtaining the necessary signatures.
• Distributing electronically filing forms accurately and in a timely manner.
• Developed program and project plans specifying goals, strategy, staffing, scheduling, identification and mitigation of risks, contingency plans, and allocation of available resources.
• Communicated complex technical requirements to technical and non-technical personnel. Facilitates project interviews and weekly status meetings.
• Providing troubleshooting guidance, research, documentation to increase first level resolution of customer requests.
• Analysis of trouble calls, which includes determination of trends and developing proactive solutions to preclude proliferation of the problem trend.
• Strong interpersonal and communication skills, interacts with external and internal contactors at all levels with in and out of the company. Persistent and resourceful, self starter who can solve problems with little guidance.
• Understands sensitive information and confidentially requirements.
• Respond to user requests for assistance with computer issues, and diagnose hardware and software problems.
• Responsible for maintaining PC image library for all the departments.

Confidential

Sr. Helpdesk Support Analysts

Responsibilities:

• Respond to user requests for assistance with computer issues, and diagnose hardware and software problems.
• Monitor the ticket using Remedy Helpdesk System
• Configuring and troubleshooting Outlook/Exchange 2003 client issues.
• Working with Sr. Network Engineer to ensure that clients have correct Router configurations, system configuration to interfaces for IP/VPN (clocking, STS VT Groups, DS3s, BGP, etc), working with BAAIS-IP (client automated provisioning system) and also to correct configuration errors on Service Edge Routers (SER).Maintain hardware and software warranties and services through Dell, Microsoft, and other vendors.
• Manage user accounts, set up new user computers and workstations, configure and rebuild PCs.
• Assist with Window 7 deployment and transition of end users and departments to Windows 7 operating system and Microsoft Office 2010.
• Deploying, troubleshooting, and repairing Dell laptops, including coordinating returns to helpdesk stock room.
• Respond to user requests for assistance with computer issues, and diagnose hardware and software problems.
• Responsible for maintaining PC image library for all the departments
• Provide Tier 2 supports to customers. Ensure customer installations are in accordance with standard procedures and Service Level Agreements. Develop, maintain, and manage relationships with assigned customers.
• Help user via the phone solved there email problems.
• Adding new users to Active Directory and setup group policy according to company’s policy.
• Apply Windows and other associated application patches and updates as needed.
• Working with third party vendors, and contractors to customize and package applications as required. Utilized MacAfee safe booth to protect the laptop from an authorized user.
• Automate desktop image creation and deployment using Symantec ghost software
• Knowledge of Active Directory account management and Microsoft Outlook necessary.
• Understands sensitive information and confidentially requirements.
• Responsible for audio-visual (AV) support for internal and external customers.
• Performs systems training for customers including PC, laptop, BlackBerry, software and applicable desktop peripherals.