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Pc/lan Analyst Resume

Flushing, NY

SUMMARY:

  • A highly motivated client focused Technology Support Professional emphasizing on providing exceptional customer service, specializing on computer support to end users with over 12 years’ experience in desktop support, hardware/software resolution.
  • Worked with major Banks, currently working with a major Insurance Company.
  • Promote a strong work ethic with the ability to work individually and as a member of a team.
  • Able to multitask and prioritize daily workload to meet deadlines.
  • Experienced with VDI s, Managed Print, Help Desk/WHO, Desktop, Laptop.
  • The use of Bomgar/SCCM tools, Remote Desktop, Asset Manager, Active Directory.
  • Capable of managing multiple requests and following through completion.
  • Basic network knowledge, work well with Network Operations, Voice TechnologyTechnology Procurement and the Information Security Office.
  • Consistently met all Service Level Commitments for Problem, Service, and Deployment
  • Tickets as well as consistently met Customer Satisfaction ratings.
  • Network with Confidential Video Conference Support

TECHNICAL SKILLS:

Operating System: Windows XP, Windows 7, Windows 8 and Windows 10 and older OS

Hardware: IBM / DELL compatible PC s and Laptops, Docking Stations and Port Replicator, IDE & SCSI Hard Drives, CD ROM Drives, CD ROM Recorders, Printers, Scanners (HP, Xerox).

Software: Microsoft Office 2007 and O365 Suite, Lotus Notes, McAfee, Microsoft Internet Explorer 5.x, 6.x, 8, 11, Attachmate, Microsoft Project 2007, 2010, 2016, Remedy, SMS, Microsoft Outlook.

PROFESSIONAL EXPERIENCE:

Confidential, Flushing, NY

PC/LAN Analyst

Responsibilities:

  • Member of desktop support team that provides desktop and LAN support to over 1400 clients in a Windows XP and Windows 7 environment. Manage multiple projects, including desktop upgrade to Windows XP and Windows 7 and memory upgrades.
  • Assist in the installation of new distributed computing hardware and software.
  • Troubleshoot hardware and software issues, consistently meeting all requirements within the service level agreement.
  • Support for Desktop/laptop and virtual desktops; Experienced in supporting the Xerox Managed Print Environment
  • Provided “Hot Hands” assist for Confidential network operations, network engineering and voice operations teams. Provide VoIp desk phone support.
  • Work off hours and overtime when needed.
  • Provided support for all levels of Confidential associates both in person and remotely.
  • Traveled to other Confidential sites to provide on - site support when the local technician was unavailable or on vacation.
  • Managed various projects reporting to Business Units and UDS management. (PC Refresh, upgrading Operating systems, upgrading clients to Office 2016 and migrating from Lotus Notes to Office 365-Outlook/Skype. Managed moves and restacking in my building and have assisted in other Confidential Buildings.
  • Attended an online training class for Implementing and Managing Windows 10.
  • Provided support for Confidential Help Desk and Managed Print Disk via WHO.
  • Managed surplus equipment for the campus by insuring equipment is in a triple erased status with Asset Manager and Active Directory update. Also build and maintain hot swap equipment.
  • Knowledgeable in supporting VMWare/Virtual Desktops.
  • Provide VoIP phone support for internal clients as well as supporting outside vendor visits (i.e., Avaya, Verizon, AT&T).
  • Knowledgeable in troubleshooting the ‘home grown’ applications used by the Group Insurance clients.
  • Assist in the installation of new distributed computing hardware and software.
  • Support Confidential ’s Business Continuation Warm and Hot site tests.
  • Follow all desktop support processes outlined by our client including the Triple Erasure process, updating Asset Manager, and Active Directory for de-installed devices.
  • Daily support for the Confidential Help Desk by staffing the WHO hotline.

Confidential, Flushing, NY

Site Manager

Responsibilities:

  • Managed Restack/Moves - Built Multiple Desktop PC, Upgrading OS for Business Units.
  • Moved entire business Units to different locations within the building and/or different sites

Confidential, Flushing, NY

Client Manager

Responsibilities:

  • Progress Reports with upper management / Staffed Technicians / Conducted interviews

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