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It Support Analyst Resume Profile

Los, AngeleS


HDI Customer Service Representative Certified


  • Agile Scrum Development Training Technical Support Microsoft Outlook
  • Careers in Business Analysis Training MS Office 2003/2007/2010 Cisco AnyConnect VPN
  • Customer Service HDI Certified BMC Remedy Client Windows 7



IT Support Analyst

  • Provide responsive level 2 end user technical support for all deployed laptops, desktops, peripherals, mobile devices, applications, and network connectivity issues on-site via remote
  • Troubleshoot and resolve PC hardware and software problems
  • Maintain hardware asset tracking reporting via Remedy Asset Management
  • Managed a team of technicians to convert legacy OfficeMax Associates who are transitioning from their current platform, to the OfficeDepot platform
  • Assist in creating and maintaining departmental standard operating procedures and technical documentations used by the helpdesk and other IT departments
  • Work directly with team members, IT groups and non-IT/business representatives to address all incidents, problems requests
  • Assisted in enrolling 300 end users to AirWatch MDM Agent on IOS/Android mobile devices
  • Maintain Active Directory end user accounts and group policies
  • Maintain end-user security/protection tasks virus updates, virus/malware removal, hard-drive back-up, hard-drive encryption configuration


IT Support Analyst Service Help Desk

  • Provided technical and procedural advice, assistance, support and problem resolution to the full complement of OfficeMax system applications, hardware and software for all corporate and retail locations
  • Respond to all incidents and service requests in a timely manner, achieving SLA's as established for the department
  • Project lead on maintaining RDS/POD mobile devices
  • Contributed to the Windows 7 PC refresh project
  • Managed service desk daily ticket flow to ensure all incidents/requests are properly researched, updated, resolved or escalated QB
  • Worked within the team to learn new skillsets and identify potential issues
  • Provided hands on training to new hires on processes and procedural documentation
  • Documented, logged incidents and requests using BMC Remedy 7.6 ticketing system
  • Documented all, reported incidents, requests and questions into the Knowledge Management Database
  • Supported the following System Applications:
  • SAP PR2, Race AS400 , Mainframe, SAP Portal, SharePoint, CRM, StoreCenter, DsignShop, StaffWorks, and Red Prairie
  • Utilized the following Administration Support Tools:
  • BMC Remedy Client, Citrix Receiver, Active Directory, Remote Desktop DameWare , Outlook Exchange, RSA admin, Blackberry Enterprise Server BES , Airwatch IOS/Android , Novell ConsoleOne, UserMax Admin and Cisco AnyConnect VPN


Desktop Support Technician

  • Provide local computer hardware and software support within the Motorola environment
  • Supported on-site users and executives for multiple Motorola locations
  • Installed/configured new and replacement hardware/software
  • Replaced hardware appliances such as laptop motherboards and hard drives
  • Performed pc re-imaging and data migration
  • Responsible for managing Asset Management Inventory database
  • Local/LAN printer configuration and setup
  • Image creation and implementation using Symantec Ghost

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