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Helpdesk Support Analyst Resume

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Chicago, IllinoiS

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OBJECTIVE

To utilize my extensive skills in identifying issues, decision making, problem solving, time management, organization, and end user support in leading and supporting a professional technical support position.

TECHNICAL SKILLS

  • SMS
  • SCCM
  • SCSM
  • IP/TCP
  • Citrix
  • Internet
  • VPN
  • RDP
  • SMS
  • SCCM
  • DHCP
  • Windows 7
  • Windows XP
  • Factset
  • Preslink
  • Communicator 2007
  • MS - Office 2003-2010
  • Visio 2010
  • Outlook 2003-2010
  • Project 2007
  • Entourage 2004
  • Notes 6.5
  • Open Bloomberg / Bloomberg Anywhere
  • Attachmate Extra
  • Peoplesoft 8
  • HP Blade system Onboard Administrator
  • Reuters
  • McAfee
  • Norton
  • Unicenter Service Desk (web client)
  • Remedy
  • SAP

PROFESSIONAL EXPERIENCE

Confidential, Chicago, Illinois

Helpdesk Support Analyst

  • Managed dispatch technicians in Midwest/South/West U.S. (during remote support calls)
  • Provided level 2 - 3 support to local and remote Confidential employees and clients via VNC, dispatch, phone or in person.
  • Airwatch MDM Console for iPhone (unlock, wipe, add, enterprise wipe, lock)
  • SCCM (Used during builds and to push applications)
  • Cisco Communicator for Softphone (setup, configure and troubleshoot)
  • Provided support for HP local and network printers, MFPs, scanners.
  • Supported yearly audits and intern training program including (setup, troubleshoot, and configure needed hardware and software) also provided needed training when appropriate
  • Assisted with several major roll outs (Windows 7, iPhone, Lotus Notes 9 and hardware related)

Confidential, Chicago, Illinois

Helpdesk Support Analyst

  • Managed Active Directory (Created Accounts, Reset Passwords, and Granted access to different folders)
  • Supported and maintained clients MS Office 2007-2010 and other production software remotely and onsite
  • Setup email addresses, distribution list and voice mail with AD accounts
  • Deployed and configured user’s Window 7 desktops and Cisco 7941g VOIP phone
  • Troubleshooting onsite and remote client’s connectivity, Citrix and VPN certificate related issues.

Confidential, Chicago, Illinois

Senior Desktop Support Analyst

  • Was responsible for setting up new user’s Window 7 devices, moves, hardware repairs or replacements, application installs, upgrades via SCCM, and warranty upgrades/replacements.
  • Installed and configured hard/soft token device as well as setting up VPN and remote access software.
  • Was the liaison between clients and IT vendors in which my responsibilities included ordering new and warranty replacement equipment.

Confidential, Chicago, Illinois

Desktop Support Analyst

  • Used the BMC remedy support client to work on tickets assigned by desktop support manager.
  • Installed, imaged and supported 200+ users that used the Windows 7 or XP HP thin client workstations.
  • Handled 35 to 50 tickets per week on average via phone, HP RGS, dame ware or remote desktop or onsite.
  • Monitored help desk email box and voice mailbox and resolved or updated issues in a timely manner.
  • UAT user’s current applications on Windows XP SP2 workstations for compatibility issues once the user signed off, installed applications via SMS or SCCM.

Confidential, Chicago, Illinois

Deployment Technician/Desktop Support Analyst

  • Imaged workstations with Windows XP image, installed and customized user's applications and lotus notes 6.5.
  • Provided user support in the form of (Citrix Remote Desktop/Phone/Onsite) in punctual and professional manner

Confidential, Chicago Illinois

Sr Field Tech/Desktop Support Analyst

  • Supported an installed core applications and user approved business applications
  • Imaged workstations using Norton ghost and installed, configured replaced defective hardware at user’s location.
  • Supported end-users remotely via Citrix or MS version of remote desktop software.

Confidential, Chicago, Illinois

Desktop Support Analyst/Lead Field Technician

  • PC Deployment/System Upgrades for the confidential satellite offices in the 6 state regions (MI/IN/MN/OH/IL/WI).
  • Installed and configured user’s applications via Unicenter Software deliveryUser Profile/ Lotus Notes migration via Unicenter Desktop DNA.
  • Basic Security clearance for confidential contract, last active 2006

Confidential, Chicago, Illinois

Desktop Support Analyst

  • Resolved end user request tickets that were sent to my queue in professional and efficient manner.
  • Support and install user core and requested applications. Supported users remotely via Microsoft RDP.

Confidential, Indianapolis, Indiana

Helpdesk Support/Deployment Technician

  • Interviewed users for new workstations and or laptops (copying applications that may be used, copying printer settings, lotus notes databases, and desktop settings to a network drive.)

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