Tier 1 IT Support Analyst Resume

TECHNICAL SKILLS:

Operating Systems: Windows 7, 8, 10, Mac OS X, Linux, iOS, Android

Network Administration: Hyena, Active Directory, Group Policy, DFS, Network Printers

Microsoft Office Suite: Word, Excel, PowerPoint, OneDrive for Business, OneNote, Outlook, Skype for Business

Programs: Cisco AnyConnect, Citrix Receiver, SharePoint, Office 365, Siebel CRM Ticketing Systems, WebEx, Airwatch, ReAct, Acronis

Encryption/Security: BitLocker, RSA Security Console, SecurID tokens, Smart Card Enforcement rent Security Clearance: Public Trust

PROFESSIONAL EXPERIENCE:

Confidential

Tier 1 IT Support Analyst

Responsibilities:

Systematically perform root cause analysis to identify conditions that enable one or more technical issues.
Map and configure network and local printers on user’s workstations and VDI environments, as well as troubleshoot printing issues.
Develop imaging requirements, back - up, re-image, and deploy machines used in Graduate Research Fellowship Program (GRFP) virtual panels.
Manage the DIS division’s loaner laptop program to track IT assets.
Train GRFP Command Center (CC) technicians and serve as the auxiliary Team Lead.
Collaborate with different teams to establish standard practices and instructional guides.
Deploy imaged machines to new employees and contractors.
Utilize Siebel ticketing system to document service requests and corresponding activities from initial response to resolution.
Provide technical support to non-technical end-users via phone, email, and walk-in hours.
Remote technical support for users utilizing Cisco AnyConnect for VPN and Citrix Receiver for Virtual Desktop applications.
Employ specialized Administrative SharePoint and WebEx training.
Follow security procedures for new employee and contractor onboarding and exit processes.
Utilize Hyena to manage user and computer accounts in Active Directory.
Configure profiles on iOS and Android devices through Airwatch.
Assist in resolving software/hardware interface and interoperability problems.
Help manage accounts, network rights, and access to systems and equipment.

Confidential

Office Assistant

Responsibilities:

Inspected and itemized confidential documents.
Screen and verified incoming communications.
Acted as a liaison between different government agencies, attorneys, clients, and legal entities.

Confidential

Shift Leader

Responsibilities:

Supervised/Directed 4-10 employees during service hours, as well as trained new employees.
Provided customer relations and coordinated service.
Utilized knowledge of varietals, cuisine, spirits, and hospitality to provide a quality experience to customers.

Confidential

IT Intern

Responsibilities:

Image and deploy new workstations for end-users.
Back up and re-image 100+ Salesmen’s HHCs.
Executed large project at 22 branches across 7 states.
Received specialized Hand Held Computer (HHC) training.
Provided service and maintenance on 100+ PCs/Sustained database of maintenance log.

Confidential

Classroom Technology Technician

Responsibilities:

Confidential

Leadership

Responsibilities:

Establish a Commander Center (CC) for the Graduate Research Fellowship Program (GRFP) at the National Science Foundation (NSF).
Support 47 panels, which consisted of 1600 panelist that reviewed over 16,000 applications in pursuit of award money for higher education.
Subject matter expert with the trouble shooting of WebEx issues for meetings at the organizational level
Provide technical training to CC staff and technical support to panelist for WebEx, SharePoint, and FastLane
Work with Cisco daily to capture any new and existing software issues with WebEx
Collaborate with technical teams to develop tip sheets and user guides for WebEx, SharePoint, and FastLane
Performed set-up, break-down, and transport of agency equipment on an as-needed basis