Technical Support Analyst II Resume Profile

Objective:Seeking a position as aJunior network engineer, where my extensive experience with software, hardware and systems can be best utilized.

Core Competencies:

Microsoft Office Troubleshooting Skype Webcam and Audio Setup Vendor Management
Strong written and verbal communications Vendor Management TCP/IP
SCCM Packaging and Deploying Software Print Server Troubleshooting Python Programming
Hands on LAN/WAN experience VMware ESXi Active Directory

Professional Experience:

Confidential

Technical Support Analyst II

Supported 400 employees Worldwide from the USA to South Africa.Performed daily help-desk and desk-side tasks.Managed video conferencing and Skype recording for the OWN Network. Supported video and audio production utilizing Cisco hardware and software.Resolved network issues, oversaw the deployment of computers, phones, and devices. Tracked down causes of network problems and found resolutions.Troubleshooed VOIP Cisco phones, utilizing the Fluke Network Port Analyzer.Trained employees in the use of third party software.Administered Data File Management records, video, archives, etc. in accordance with company IT guidelines.

Confidential

Technical Support Analyst II

Supported 300 Clients nationwide, remotely and over the phone.Corresponded with a London technical support team, providing desk-side support on a wide range of user issues.Troubleshooting network connectivity, reimaging and upgraded user workstations.Trained users on new software, using active directory to manage user accounts, Smartphones and Tablets.Worked with High end LaserJet, Xerox, and HP printers and Products.Utilized Service Now Ticketing System to track issues. Set up Cisco Video conference and Go To Meeting Conference. Installed Video Cards, Ram, and Hard drives.

Confidential

Software/Hardware Support Specialist

Performed Remote Troubleshooting for 60K Redbox DVD Kiosk Software and Hardware with the field technicians nationwide.Corresponded with numerous stores and clients, assisting the Field Technicians through various troubleshooting issues over the phone.Dispatched Field technicians when needed, resolving remedy ticket issues pertaining to a Kiosk, escalating unresolved tickets to proper tier.Took 15 Inbound Calls on Average, closed and resolved 30 Remedy Tickets daily.

Confidential

Information System Specialist

Provided support for 130 Clients in a mixed OS environment, including XP and Windows 7, as well as Microsoft Office and third party software.Managed help desk support and resolved problems to the end user's satisfaction. Maintained inventory of all equipment, software and software licenses.Managed PC setup and deployment for new employees using standard hardware, images and software.Assigned users and computers to proper groups in Active Directory, including adding, removing and password resets using Active Directory.

Technical Proficiencies:Service Now, DHCP, Vmware, VLANs, Pal Alto Security, Remedy, Solar Winds, And Cherwell Ticketing System Norton Ghost Lenovo, Dell, Hp and Apple Mac Pc's and Laptops SCCM,Citrix Xen Desktop/XenApp, LAN and WAN MS Office Suite 365 Word, Outlook, PowerPoint, Excel MS Exchange Web mail, SharePoint, Group Calendars Sync issues. Brother, Xerox, HP Printers and Print Servers Blackbaud Horizon, HTTP, DNS, FTP,

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