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Infrastructure & Desktop Support Analyst Resume

NyC

SUMMARY:

Resourceful Infrastructure & Desktop Support Analyst with ITIL service delivery background providing proactive value to clients. Technically proficient along with administrative experience that complements both process improvement and business continuity. Effective in collaborative projects involving technical and business teams to address issues and develop timely solutions. Able to leverage transferable skills to support enterprise infrastructure, software and network issues. Organized for diverse managerial responsibilities requiring strong communication, vendor relations and productivity. Experienced working with various ITSM ticket request systems.

KEY SKILLS:

  • Desktop support analyst Active Directory A/C maint ServiceNow, Remedy, FootPrints
  • Trading floor support PC break/fix, imaging, Confidential Bomgar, Dameware, RDP, Webex
  • Microsoft Office 365 HP, Xerox, Sharp MFP printers Cisco VoIP, soft phones, PBX
  • Microsoft Windows 10 Spiceworks Network Monitoring SCCM task sequencer imaging
  • ITIL Foundation Bloomberg & CapIQ Installs Vendor management & sourcing
  • Citrix, VPN, RSA Mobile device configuration Data center infrastructure maint

WORK EXERIENCE:

Confidential, NYC

Infrastructure & Desktop Support Analyst

Responsibilities:

  • Supporting a Microsoft Office 365 and windows 10 environment plus real estate related application issues.
  • Maintained laptop inventory via imaging and application updates with hardware procurement as required.
  • Configuring iOS / Android mobile devices for email delivery plus laptop VPN / SecurAuth network access.
  • Remote troubleshooting using Bomgar and MS Skype for business within a ServiceNow ticketing system.
  • Vendor management to ensure updates of hardware and software manufacturer warranty records.
  • Monitor and assist with Microsoft Outlook, computer and server room related maintenance functions.

Confidential, NYC

Infrastructure & Desktop Support Analyst

Responsibilities:

  • Level 3 Special projects contractor supporting trade floor, PC hardware, MS Office and active directory.
  • Address ITSM ticket requests for MS Outlook setup, Win 7 - 10, network, mobile device and printer issues.
  • Imaging with SCCM task sequencer to configure Lenovo, HP, Dell laptops plus mobile device provisioning.
  • Conference center A/V, PC, Wi-Fi, VPN and network printer support for training presentation requirements.
  • Fulfilled Confidential for equipment moves, break/fix and new user onboarding orientation activities.

Confidential, NYC

Infrastructure & Desktop Support Analyst

Responsibilities:

  • Desktop / Infrastructure analyst level 2-3 supporting trade floor PC issues for domestic and international offices.
  • Used Spiceworks & Solarwinds Orion network performance monitoring tools for cpu, memory & disk statistics.
  • Citrix Xenapp center / RSA Token console admin for enterprise application and end-user VPN access support.
  • Assigned secure tokens, unlocked a/c’s and restored application sessions plus data center maintenance tasks.
  • Provisioned and configured Android, IOS, Blackberry mobile devices for company MS Office 365 email access.

Confidential, NYC

Infrastructure & Desktop Support Analyst

Responsibilities:

  • Mobile device specialist supporting a Microsoft Office 2013 migration project with desktop responsibilities.
  • Activating phone service and configuring enterprise email application access on various mobile devices.
  • Installed Workshare and Imanage work document management applications for file access/email collaboration.

Confidential, NYC

Infrastructure & Desktop Support Analyst

Responsibilities:

  • Desktop analyst level 3 supporting Win 7 and MS office plus internal real estate application infrastructure.
  • PC imaging using Acronis Snap Deploy to migrate over to Win 7 along with updated MS Office suite version.
  • Monitored Footprints ITSM request system with applied ITIL principals to provide consistent service delivery.
  • MFP network printers were managed ensuring uptime along with Android, IOS phone support.

Confidential, NYC

Infrastructure & Desktop Support Analyst

Responsibilities:

  • Level 3 desktop analyst supporting over 500 domestic & foreign clients with technical and network issues.
  • Applied ITIL concepts for service improvement and timely SLA deliverables addressing ITSM ticket requests.
  • Deskside and remote troubleshooting for enterprise hardware, applications and network related problems.

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