Service Desk Analyst (Tier 2) Resume

TECHNICAL SKILLS:

Computer Hardware - Active Directory Management Windows XP/7/8/10 - Sharepoint - Mobile Device Management MAC OS - VMWare - BES 5, BES 10, GOOD Work MS Office 365 Migration Support - Cisco Jabber - GOOD for Enterprise, Spoke Mobile Cisco IT Essentials - Remedy, Service Now, Altiris MS Office Suite Outlook Exchange

PROFESSIONAL EXPERIENCE:

Confidential

Service Desk Analyst (Tier 2)

Responsibilities:

Handles/directs tickets regarding communication and connectivity issues for the 27 institutions under NIH
Thorough documentation using Service Now ticketing system
Escalation and routing of incidents to appropriate team
Provide advanced technical support to Deskside support professionals in addition to end users
Handles incoming tickets regarding Mac OS, and iOS software issues
Blackberry Administrator (BES 10, BES 5 servers)
GOOD for Enterprise Administrator and Blackberry Work administrator
Office 365 Migration Support
Troubleshoot and resolve VPN connectivity incidents regarding Cisco Anyconnect, Cisco Jabber or Finesse
Active Directory Management of user membership/groups, password, and exchange accounts
Use of PowerShell to troubleshoot and resolve issues concerning Microsoft Outlook email discrepancies
POC for Smart card and PIV certificate errors (PKI Certificates), RSA token issues and activations
Citrix RDP support

Confidential

Help Desk Analyst (Tier 2)

Responsibilities:

First point of contact for any technical issue for Confidential headquarters
Monitors Help Desk Email for incoming client requests or issues
Telecommutes 2 days out of the week without direct supervision
Supports VMWare (Virtual Desktop) clients, virtual machine restarts and resets
Uses Remedy and Altiris Ticketing system
RSA Token support, activations and resets
Blackberry support, activations and general troubleshooting
Managing workstations remotely, pushing application installs using (Altriris)
Microsoft Office 365 support
Iron Key support
General Microsoft Windows OS and Microsoft Office triage
Cisco Telephone support (Reset voicemail pins, general troubleshooting.)
Active directory management, Password creation, group membership administration
Basic network troubleshooting
Printer mapping and network drive mapping

Confidential

Technical Support Agent

Responsibilities:

Provide technical support to students and families using distance learning technology from initial start-up, troubleshooting, and virus/spyware removal, to resolution of software, hardware, printer, and dial-up/DSL/cable-modem/network issues.
Troubleshoot and resolve software, hardware, printer, and dial-up/DSL/cable-modem/network issues by actively listening to the caller and asking appropriate questions to build a solution
Log all calls in call tracking system, creating detailed, accurate entries
Remote in to callers’ computers as needed using the appropriate student tech support processes
Maintain an understanding of the details of home networking, high-speed Internet, dial-up and application functionality
Data collection to identify user requirements for future system development or training
Work with manager to implement products and processes to increase Student Tech Support team efficiencies and quality

Confidential

IT Deskside Support Specialist

Responsibilities:

Worked with Lead Service Desk Engineer in the ITS on the migration of client’s staff to the new Windows 7 based Citrix XenApp client.
Ensured all user files, documents and data have been transferred from their local workstation c:\ drive to a network drive prior to the migration.
Guaranteed all user connections to network and peripheral devices are restored.
Backed up PST files to the Server after migration.
Handled Service Requests in a timely manner while meeting customer requirements.
Maintained thorough documentation up to companies ticketing policies.

Confidential

Help Desk support

Responsibilities:

Migrated staff workstations from Windows XP to Windows 7
Mapped and confirmed printers were successfully added to user’s laptop at their new location. (Mac, and Windows platform)
Tested functionality of the user’s workstation ensure customer satisfaction.
Disassembly and reassembly of workstations
Backed up staff’s data onto local Server
Maintained thorough documentation up to companies ticketing policies.

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