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Executive Support - It Technical Analyst 1 Resume

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TECHNICAL SKILLS:

  • Experience in installing drivers
  • SCCM
  • Experience with Imaging/ Ghosting Computer
  • Deploying Software
  • Microsoft Office suite 2003, 2007, 2010
  • Windows 7
  • Windows XP
  • HP Printers
  • Routers
  • Active Directory
  • VPN
  • Track - It Ticketing system
  • Remedy Ticketing system
  • RSA tokens
  • Blackberry
  • FTP Server
  • Group Policy
  • SMS remote desktop
  • PC anywhere remote desktop
  • SharePoint Assistance

PROFESSIONAL EXPERIENCE:

Confidential

Executive Support - IT Technical Analyst 1

Responsibilities:

  • Provide IT support to the top executives of Confidential.
  • Daily duties include back to back Audio and Visual set up in our divisible room for board meetings, staff meetings executive meetings with internal and external fortune 5 hundred companies.
  • Assist with large file transfers utilizing Box.com to display PowerPoint presentations for outside organizations board meetings in our office
  • Configuration of MAC books, IPad’s, IPad Pro’s, Surface Pro’s, Dell Desktops Dell Laptops
  • Provide support for conference call
  • Assisted end users with first initial log on and ensures network access, email access, printer mappings and network drives
  • Configure apple watch, IPhone 6, 6 plus, 7 and 7 plus along with Android Samsung Galaxy’s devices utilizing DEP and Air watch application to maintain apple devices.
  • Microsoft exchange server, Windows 7, Windows 10, Sierra Mac, El Capitan OS infrastructure
  • Lead projects such as major input influence on the AV equipment upgrades in all of the conference rooms, NBCU PC refresh, install badge readers to network printers, office equipment and device inventory, LAN room server, Cisco telecom and security system equipment power shut down and Reboot on a as needed basis, New Clear pass Wireless roll out
  • Floor walk to ensure all users computers, printers, Cisco desk phones and cisco conference phones network connectivity has been restored
  • Troubleshoot and maintain Cisco telecom issue’s related to assigned conference bridge numbers, VMR numbers, cloud audio conferencing, Unity voice messaging, All IT related issues, all AV needs and malfunctions of the conference rooms and wall Crestron/ touch 10 panels
  • Connect video conference meetings utilizing the Telepresence system conference room and Life size system conference room
  • Utilize hard wire HDMI input or the click share unit to share display content from meeting host PC’s
  • Assist citrix users with email exchange and drives on Mac to windows virtual desktop
  • Maintain the Confidential Demo lab which include product display and services, NBCU piracy, Roku, set- top box
  • Participate in office demonstrations and education of new technologies to our end users some device demos include Samsung VR gears, Ruckus, Amazon Echo, Amazon Echo dot, the Nest, The Ring.
  • Utilize special application such as Brainstorm, Slack, Reflective Support, TeamViewer, LogMeIn, Clear Pass, Ruckus support, SMACS IT service Desk Phone reset service
  • Assist with end user VIP Self Service Portal device registration and complete Pulse Secure VPN set up for laptop and cellphone devices
  • Embark on work travel for out of state training courses, seminars along with complete expense reports of my corporate card expense uses.
  • Onboard Contractor accounts, Intern accounts and New Hires

Confidential

Tier 2 Field Tech Support- Computer Technician 3

Responsibilities:

  • Organized and prioritized requests for service and on as needed basis worked with vendors to resolve hardware and software problems
  • Provided MAC & Windows XP, Windows 7 support
  • Configured IPhone 6and 6 plus along with Android Samsung Galaxy’s 5s devices.
  • Configured MAC books, IPad’s, Dell Desktops Dell Laptops.
  • Assisted end users with first initial log on and ensures network access, email access, printer mappings and network drives
  • Utilized Microsoft exchange server for Microsoft office 2013 software
  • Coordinated work orders for the installation of new equipment
  • Provided Deskside technical support to The Capitol Campus sites ( U.S Capital, Ford House Building, Canon Building, Rayburn, Fairchild Building, Capitol Power Plant, U.S Botanic Garden, U.S Supreme Court
  • Installed and configured the network copier printers, maintained all network copier printers

Confidential

Tier 2 End User Services Division- Desktop & Peripherals Support Technician

Responsibilities:

  • Utilized BMC Remedy ticketing system for assigned work incidents on a Tier 2 level
  • Assisted with special projects such as the Windows 7 migration- Upgraded over 300 users to OS Windows 7 and Microsoft 2010, Departmental PC refresh- Copied users profile data in each assigned department over to the new updated PC and IT Equipment Inventory, Department moves PC breakdown and reconnect
  • Configured cell phone set-ups with Apple IPhone 4, IPhone 4s, IPhone 5c., IPhone 6 and 6 plus along with Android Samsung Galaxy’s 5s devices. Utilize the MAAS 360 console and application, ensure users were able to access work emails via cell device
  • Configured Apple MAC books, IPad’s and joined the PC to DOI network domain. Also assist with end user first initial log on, email access and mappings of Printers and network drives
  • Responsible for Tier 2 troubleshooting and ticket resolution of both DOI server domain users OS (office of secretary) and IBC (National Business Center) as well as all external site location remote DOI users
  • Utilized Bison Connect ( Gmail) for email usage
  • Configured Dell and HP Laptop’s / Desktops, Image new and older PC’s with DOI SCCM server. Run Group Policy updates, Push Symantec End Point protection, Push McAfee end point encryption to PC’s
  • Assisted with PC end point encryption Machine and user recovery
  • Installed Juniper Client via VPN access web portal (vpn.doi.gov) and Junos Pulse
  • Mapped network printers and network drives using OS/IBC user server path also connect printers thru TCPIP address
  • Configured local Dell and HP all-in-one printers to users PC’s and troubleshoot any issues that may occur such as Scanner malfunction or “unable to print” errors
  • Assisted user’s with PIV card authentication and network log on access also card reader active assistance
  • Utilized Bomgar representative remote console to install Adobe professional and standard software, Java updates, with elevated privileges, New user network account’s assistance
  • Unlocked end users accounts as well as set default passwords for network account log on via Active directory
  • Organized and updated IT procedures and documentation as needed
  • DOD wiped and sanitized old/ malfunctioning hard drives from Desktop’s, Laptops, and Server Blades for surplus purposes
  • Updated inventory spreadsheet after every PC/ cell phone device setup with the make, model, name, barcode and service tag

Confidential

Level 1 Service Desk Technician

Responsibilities:

  • Served as a first call resolution professional to the Confidential helpdesk phone system
  • Formatted end users documents, such as FCC work orders and PDF’s utilizing Footnotes, Page breaks, Page numbering, Table of contents, Headers & Footers, Track Changes, Red Lines and charts in the Word 2003 & 2010 suites
  • Utilized SMS Administrator Console and PC Anywhere desktop remote tools to remote to Windows XP and Windows 7 Operating systems
  • Assisted end users with RSA remote access token issues so they could access Outlook web App from home. I Reset pin numbers and resync the token codes
  • Logged calls by creating tickets and CTI’s for escalation, also worked assigned tickets utilizing BMC remedy ticketing system
  • Reset end users Cisco IP phones voicemail passwords utilizing Definity Site Administration Voicemail HQ Emulation 4410 AudixHQ
  • Assisted the network operations team with over the air password resets for Blackberry’s
  • Unlocked end users accounts/ reset network passwords utilizing Active Directory and the Lock out status tool, which indicates the users password expiration status
  • Installed Network printers by downloading the drivers from the \p2pprs\ server
  • Assisted users with securely moving folders, documents and archives PST’s onto the N;drive for system migration purposes
  • Mapped Archives PST’s onto Microsoft outlook 2010 by navigating through data files. I Also set up auto archive defaults to run on end users PC’s to clean out and restore the inbox subfolders and personal folder emails
  • Laptop Safe boot machine recovery
  • Created end user email accounts mapping to the server
  • Mapped end users to the network drives by downloading and running the server net logon script.
  • Assist and Support SharePoint installations with account creations

Confidential

Data Entry Analyst /IT Help Desk

Responsibilities:

  • Prepare documentation of developed programs, Monitors and tracks scheduled jobs for completion status. Resolves production support errors
  • Assist end users with Account, Vendor, Physician, Member, Member Utilities’ and Disenroll system lockouts
  • Utilize Track-It ticketing system for assignments. Experience with DARTS
  • Reformat membership data by running queries from the Data Store and Database to format tables utilizing MS Access 2010
  • Run Reports in the MHC system to create spooler numbers and format the data into text files or excel spreadsheets Utilizing MS Excel 2010
  • Maintains patient privacy and confidentiality under requirements of federal and state law, including HIPAA, and in accordance with PMI Policy
  • Check Claim Activity with members and providers by running Queries in the members and providers database
  • Responsible for Processing the Monthly Diabetes, Maternity, Beacon Claims, Monthly Membership Counts by Language and Ethnicity, PCP Capitation and First Recovery Reports every month and analyzing the data outcome to ensure accuracy
  • Also process Daily Production Eligibility reports which include Daily Enrollments, PCP Initiation, Beacon Eligibility files, Claims Net, Caremark, Logisticare, and Health Axis Members and Providers Eligibility files
  • On scheduled days I process and Transmit Membership Cards, Newborn file to the Enrollment Department. I also run Lab Confidential weekly Eligibility, process Fee Tables and forward to the Provider Relations department, Troubleshoot Providers and members web portal updates issues, Provider Terminations & Non PCP Capitation reports
  • Create new user and password Alineo accounts
  • Responsible for providing timely and responsive end-user telephone and in-person desktop and helpdesk support, resolving HP and Dell related PC desktop and laptop hardware issues.
  • Analyzed, research, investigate and diagnose any computer related issues reported by customers and end-users both remotely and locally in a timely and efficient manner to minimize downtime, outages and loss of services.
  • Responsible for ongoing training, instructing and assisting support staff and other end-users on the corrective use of computer equipment, security, installation and other technologies.
  • Providing PC and Client/Server tech support, including the drafting and creating helpdesk flow charts for day-to-day operations in diagnosing, troubleshooting and resolving client issues with hardware maintenance, installations and upgrades repairs and corrections where required.
  • Created, managed and setup all end-user email accounts using Active Directory, including installing, configuring and servicing other network related peripheral equipment (i.e., Printers, Fax Servers, Monitors, Keyboards, etc.)
  • Integrity of user data, members data and electronic mail applications
  • Served as the initial point of contact for troubleshooting hardware, software, network and application issues.
  • Installed, configures and upgrades Microsoft Windows operating systems (i.e., Windows Vista/ Win7, Windows XP and Windows 7, Windows Servers Client/server) and software upgrades (MS Office 2000, 2003 & 2010). Using standard business and administrative packages; may modify specific applications for specific use in operational departments or individual as needed.
  • Installs, assembles and configures computers, monitors, PDA’s, network infrastructure and peripherals such as printers, scanners and related hardware, firmware; cables and rewires or direct the rewiring of cables as required for new installations and office reconfiguration
  • Ensure technical safeguards are maintained

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