Desktop Support Analyst Resume Allen Park, MI - Hire IT People

PROFESSIONAL SUMMARY:

Demonstrated ability to provide on - site and end user support by means of remote access tools i.e. Windows Remote Assistance, Bomgar and Web Ex, Lync, Skype, and Break/Fix expert. Provided Ontrack Data Recovery Options. Basic VLAN and QoS support.
Support role includes Level 1 and 2 desktop and application support and Windows 10 migration. Resolved known issues with Windows 10 splash screens and failure to complete.
Proven skills in Windows 7, 8, 10 and Microsoft Office 2010/2016 and Antivirus software.
Able to re-image computers, configure and repair Microsoft Office, Active Directory, GPO’s and fix Windows Profiles and set up corporate and personal email accounts.
Documented success in responding to incidents and request via Remedy ticketing applications in a timely manner.
Successfully managed heavy request queues and help desk procedures shortening my response time by making email contact and setting appointments.
Earned a key spot on the “executive support” team.
Trained new hires and allowed them to shadow me throughout the day
Excellent communication and relationship-building skills.
Ability to communicate effectively with at all levels of employees and management.
Exceptional customer service skills - multiple on-line certifications.
Recent “Star Performance Award” for August 2017.

RELEVANT EXPERIENCE:

Confidential, Allen Park, MI

Desktop Support Analyst

Responsibilities:

Provide support to end users relating to hardware and software, computer applications, LAN components and peripherals.
Carry out on-site analysis, identification, and resolution of difficult desktop problems for end users. Replaced fusers, comm boards and pickup rollers on HP Printers
Take ownership of complaints and urgent priority tickets and follow timely resolution of all work orders tracking USPS and returns.
Install, organize, test, maintain, check and troubleshoot end user workstations and interrelated hardware and software.
Recommend and apply solutions, including on-site repair for remote users.

Confidential

Computer Technician

Responsibilities:

Provided port forwarding support for security cameras, Xbox, play stations, wireless signal and extension to Verizon.
Removed virus, provided VPN and email support and first time set-up cabling issues.

Confidential, Dearborn, MI

Help Desk Technician

Responsibilities:

Provided end-user help desk support for computer and LAN related issues. Provided password resets for overseas users and supplier accounts.
Resolved printing and mainframe issues working in the Command Center.
Assisted in Active Directory, TCP/IP, DNS, SCCM, SILAS, eAssets, and resolution of technical issues. First Point of contact resolution.
Monitored and responded phone and e-mail requests for technical support.
Maintained Help Desk specific applications and assisted server team.
Earned Team Lead position for week-end operations.