We provide IT Staff Augmentation Services!

Second Level Support Analyst Resume

New York, NY

SUMMARY:

  • Analytical, highly adaptable professional with extensive experience in technical support. Skilled in aligning customer needs with long - term resolutions to complex IT challenges.
  • Track record of success developing, deploying and evaluating systems aimed at improving quality and efficiency.
  • Advanced expertise in iManage, Deltaview, and Landesk administration, helpdesk management, and other integrated software applications.
  • Skilled troubleshooter continually focused on identifying, isolating and resolving technical issues.
  • Strong knowledge and comfort within Microsoft based server environments, along with the Windows XP, Windows 7, and Windows 8 operating systems.
  • Collaborative communicator skilled in building and strengthening relationships across functions to drive cohesive, strategic operations.

TECHNICAL SKILLS:

Operating Systems / Software: MS Office 2010, Outlook, Access, Citrix, OpenText, iManage, Cherwell, ChangePro, Deltaview, CompareDocs, Magic, Landesk, Remedy, GoToAssist, Skype, RSA Admin, IE, Firefox, Chrome, VNC, Winscribe, Accuroute, MaaS, Mimecast, Altiris, Exchange, Windows XP, Windows 7, Windows 8, MobileIron, Xenmobile, LogMeIn.

Hardware: Dell, HP PCs and laptops, printers, Linksys routers, Blackberry, Android, iPhone and iPad.

PROFESSIONAL EXPERIENCE:

Confidential, New York, NY

Second Level Support Analyst

Responsibilities:

  • Successfully transitioned support to MobileIron from Xenmobile. Met quarterly setup of lease return laptops.
  • Involved in support of programs, network access, mobile device and hardware setup.
  • Provided remote access customers assistance to Citrix systems and 2FA. Installed and configured MobileIron on mobile devices; involved with hardware setups and imaging new laptops and desktop computers including video conference setup.
  • Performed password resets, unlocked accounts and ensured new staff members were able to access their accounts while providing support for various applications.

Confidential, New York, NY

Help Desk Analyst

Responsibilities:

  • Responsible for providing first level support for customers.
  • Unlocked disabled accounts. Developed exchange contacts and groups. Distributed loaner laptops and MiFi devices. Maintained laptop inventory.
  • Accountable for establishing remote access issue resolutions. Resolved problems with MS Office, RSA Accounts, eDOCS DM, compareDocs Citrix studio, MaaS, Mimecast, Accellion, Global Meet, Landesk, MS Office 2010, and Windows 7.
  • Utilized MaaS to configure iPhone/iPads. Supported and configured Blackberry and Android devices.

Confidential, New York, NY

Systems Support Analyst

Responsibilities:

  • Led troubleshooting for wireless network issues, configured iPhones, and interfaced with Ricoh service vendors.
  • Offered first and second line technical support.
  • Culpable for resolving network access issues, network printing, and VPN and RSA remote access issues. Entered computers into Active Directory.
  • Administered DM OpenText Deltaview, Citrix, Concordance and Legal Key, Remedy, MS Office 2010 and Windows 7. Reset passwords and disabled accounts. Reimaged desktops and laptops through proficient use of Ghost. Maintained hardware inventory. Configured mobile devices including iPhone, iPad and Android.
  • Setup and supported Lifesize video conference equipment.

Confidential, New York, NY

Technical Support Analyst

Responsibilities:

  • Spearheaded the testing process for all remote systems to achieve quality assurance and system availability with minimal downtime.
  • Assisted 1,200 clients on Windows XP Platform, Hummingbird and MS Office 2003.
  • Implemented the use of MS Word employing native numbering and Softwise.
  • Managed order status through proficient use of Remedy.
  • Designed Movelt accounts for large file transfers.
  • Collaborated with home workers and remote access customers to supply efficient solutions for the inability to access systems such as Citrix, RSA tokens, and home wireless networks.
  • Afforded first and second line assistance.
  • Performed password resets.
  • Unlocked accounts.
  • Ensured new staff members were able to access their accounts and disabled employee accounts following termination.

Confidential, New York, NY

Technical Support Analyst

Responsibilities:

  • Served as the point-person for the support of 5,000 domestic and international Windows XP users by means of the Citrix platform.
  • Extended long document formatting support for the MS Word and PowerPoint programs.
  • Executed troubleshooting tactics for remote users by utilizing RSA, GoToAssist, and business telephony including Blackberry.

Hire Now