Support Analyst Resume Washington, DC - Hire IT People

TECHNICAL SKILLS:

Software: Microsoft Office Suite 2010,2013 (Access, Excel, PowerPoint, Word); Windows Updates; Microsoft Windows Operating Systems 7,8,&10; Norton Ghost; installing drivers; basic HTML, basic understanding of database and SQL; Active Directory; ITSM Heat software; Symantec Endpoint Protection, Malwarebytes ;Google & Chrome configuration; Software Center; SITEL; PeopleSoft; Avaya; Bit 9, Bit Locker; Clear Vantage; OnBase; Just ware; Cisco Jabber; Cisco Any Connect; Zendesk; Labtech; Connect wise; One drive; Team Viewer;

Hardware: Cisco IT Essentials (PC software and hardware); HP desktops & laptops; Dell desktops & laptops; Mac desktops & laptops; Lenovo ThinkPad laptops & desktops; Microsoft Surface Pro 4 tablets & laptops; HP printers; general computer builds and repairs; hardware installations and swaps; Apple IPhone & Android configuration; Dell 4k monitors; View Sonic monitors;

Networking: Networking experience (running cables, troubleshooting connections, activating ports, basic router configuration, switches, Wi - Fi router); Updating Severs;

Support: Helpdesk escalation and documentation on ticketing system, customer service support (email, phone, and in person); Remote access support

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Support Analyst

Provide daily technical support to 150+ end users amongst 3 sites Dc Bar Headquarters, Office of Disciplinary Counsel, and Board of Professional Responsibility
Provide strong verbal and written communication skills with the ability to interact with technical and non-technical staff via phone, and Zendesk ticketing system
Create Active Directory/Office 365 accounts to all New Hire/Contractors entering Dc Bar
Deploy Windows 10 Lenovo ThinkPad Yoga 260 laptops for permanent/temporary use
Troubleshoot issues relating to hardware, software and peripherals
Maintain all network connectivity issues
Provide remote assistance via TeamViewer
Manage and update all Servers on a monthly basis
Manage user accounts via Active Directory/Office 365 Admin portal
Provide support for desktops, laptops, mobile devices and videoconferencing equipment.

Confidential, Washington, DC

IT Support Specialist Intern

Service 30-40 users daily to help with hardware and software update/replacement
Image 5-10 laptops for new hires, consultant, and loaners for emergencies
Install software/anti-virus, Encryption, Lenovo updates, Windows updates, and Avaya soft touch/hardware
Install desk phones, Dell 4K monitors, keyboards, mice, replaced hard drives, ram, and docking stations
Close assigned tickets via Heat Service Management software and completed incidents, tasks, and requests
Data migration from user’s old machines upon their new surfaces
Build and deploy Lenovo’s, Surface Pro 4,& Surface Books machines to users

Confidential, Washington, DC

Unit Clerk

Admitted and discharged over 15+ patients per day using Medstar’s PeopleSoft software in order to keep track of hospital’s records.
Updated more than 50 patients’ charts weekly in order to maintain patients’ medical records.
Answered over 25 customer calls per hour, directing them to requested personnel.
Ordered patient supplies 2-3 times per week in order to keep inventory up to date.

Confidential, Arlington, VA

Student Admissions Team

Assisted admissions team with recruiting prospective Confidential professionals.

Confidential, Washington, DC

Volunteer

Assisted with kids in a classroom setting in order to give extra support to homeless children in metropolitan area.

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Support Analyst Resume

Washington, DC

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