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Desktop Support Analyst Resume

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Tysons Corner, VA

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SUMMARY:

To obtain a professional position where I can utilize 2 years of IT experience, my skills, and my educational experience within the information and technology industry, while helping the growth of a company and my professional growth in the process.

SKILLS:

  • PING ID
  • JAMF
  • Active Directory
  • Technical Writing
  • Office 365
  • Windows 7
  • SCCM
  • SOP
  • Service Now
  • Windows 10
  • Microsoft Exchange
  • VM Fusion
  • TeamViewer iOS
  • Air Watch
  • G Suite
  • BitLocker Manager
  • Android OS
  • Microsoft Office
  • Fire Vault0020z
  • Projects
  • IT Leadership
  • Slack
  • Metrics

EXPERIENCE:

Confidential, Tysons Corner, VA

Desktop Support Analyst

Responsibilities:

  • Use Active Directory to provision Microsoft accounts, reset passwords, and administer distribution lists.
  • Google Suite migration.
  • Image computers using SCCM/JAMF.
  • Provide and manage mobile support using Air Watch.
  • Configure and resolve VPN related issues.
  • Deliver support on a variety of computer hardware/software problems.
  • Use TeamViewer, Microsoft Skype for Business, and ZOOM remote assistance.
  • Provide support utilizing Service Now ticketing system to keep track of all tickets and inventory.
  • Troubleshoot and manage MAC/Windows related issues.
  • Configure proxy and DNS settings.
  • Provide exemplary customer service and deskside support.

Confidential, Washington, DC

Desktop Support Technician

Responsibilities:

  • Imaged installations using PXE Boot.
  • Provided mobile device support to client’s company phone through the tool, Xen Mobile.
  • Network (LAN and wireless) and telecom troubleshooting and resolution.
  • Active Directory administration.
  • Hardware (laptops, desktops, iPads, printers, scanners, mobile devices, printer equipment) installation and configuration.
  • Configured laptops, desktops, and printers with new and updated software
  • Assisted with mobile device email configuration
  • Recognized for providing outstanding customer service

Confidential, Manhattan, NY

IT Support Technician

Responsibilities:

  • Provided tier one technical support for all users at assigned site(s). Troubleshoot problems encountered by staff and provide a timely resolution via email, telephone and/or in person.
  • Escalated unresolved issues as needed until issues are resolved. Track all unresolved issues to closure via the Remedy IT ticketing system.
  • Proactively observed equipment performance, detect errors of operation, and correct those errors.
  • Installed, maintained and repaired all IT equipment at assigned site(s), including mass imaging and deployment of computing hardware.
  • Maintained an accurate equipment inventory for assigned site(s) in the central inventory management system.
  • Managed computer supplies and parts needed to complete daily responsibilities.
  • Collaborated with other members of the IT team to complete daily tasks and long - term projects
  • Backup other members of the IT team as required, including performing duties that are not part of the normal position responsibilities.
  • Trained staff in the use and maintenance of both hardware and software.
  • Educated staff on the safe and secure use of technology.
  • Continue to learn about technologies and techniques related to assigned tasks
  • Performed other duties as assigned.

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