SERVICE DESK ANALYST Resume

PROFESSIONAL SUMMARY:

Over 15 years’ experience in an enterprise environment providing user guidance, desk - side, telephone, email and web support to diagnose, troubleshoot and resolve technical issues

CORE STRENGTHS:

Outstanding written, grammar and oral communication skills
Resourceful
Adaptability and teamwork
Analytical and problem-solving

EMPLOYMENT HISTORY:

SERVICE DESK ANALYST

Confidential

Responsibilities:

Provide Tier I/Tier II support for on-site and remote end-users, credit union administrators
Respond to telephone and email requests for assistance
Identify, troubleshoot, install, repair, update and resolve windows updates, drivers, hardware, software, printer, VPN and proprietary software issues remotely and desk-side
Guide users through Secure File Transfer Portal (SFTP) set up and use
Grant/modify/update user permissions and groups in Active Directory
Unlock user accounts, reset passwords and update users group policy
Map network drives
Assist users with updating PIV s
Configure and troubleshoot mobile devices (iPhone 5 and 6)

Technologies: Active Directory, Service Now, Windows 7, 8, and 10, Microsoft Office 2013, Pulse Secure VPN, SWAP VPN, Cisco GoToAssist, MobileIron, Bit Locker, HSPD12, BMC Remedy, Lenovo

TECHNICal support analyst

Confidential

Responsibilities:

Responded to telephone and email requests for assistance from on-site and remote end-users
Identified and resolved hardware, software, printer, remote access, proprietary applications email and network connectivity problems
Created detailed documentation of reported incidents for assignment or escalation
Reset passwords for Windows login and Citrix Workplace
Set up, configured, and troubleshoot Citrix and Cisco VPN for end-users
Added mailboxes to existing user accounts in Exchange and manage mailbox capacity

Technologies: Windows 7, Microsoft Office 2013, Active Directory, Citrix Workplace, VDI, VPN, RSA SecureID, Token, HSPD12, GOOD for Enterprise, Entrust, Service Now, Citrix Workplace, PKI, Entrust Virtual Desktop Infrastructure (VDI), Desktop Director

HELP DESK SPECIALIST

Confidential

Responsibilities:

Served as initial point of contact via phone and email for identifying, troubleshooting and resolving hardware, software, printer, remote access, proprietary applications and VPN connectivity problems
Created detailed call/problem documentation of reported incidents utilizing Change, Asset and Problem Reporting System (CAPRS)
Reset LAN, mainframe and laptop encryption passwords and unlocked user accounts
Utilized SMS and Remote Desktop connection to update software/firmware on network printers, assess and configured printer settings
Dispatched vendor hardware tickets as established by defined priority levels

Technologies: Windows 7, CAPRS, Active Directory, Systems Management Server (SMS), Remote Desktop, Endpoint Security WebRH, Nortel ACD call routing system, Windows Live Meeting. technical support analyst| systems research and applications (sra)|

Confidential

HELP DESK SPECIALIST

Responsibilities:

Provided Tier 1 support to troubleshoot desktop, laptop, network connectivity issues
Responded to web requests via telephone, remote access, email and web using best practice documented processes
Created, tracked, and closed trouble and/or infrastructure change tickets
Provided assistance to Confidential Bankers, examiners, and state employees using proprietary software and applications
Monitored and updated tickets of technical support specialists and developers

Technologies: Windows XP, MS Office 2007, Remedy, Active Directory ( Confidential, ALERT, 4C/Astep) and FDICconnect technical support analyst| science applications international corporation (saic)

Confidential

HELP DESK SPECIALIST

Responsibilities:

Responded to incoming calls and email requests for technical assistance, support or services from Confidential Center for Information Technology ( Confidential ) to on-site, remote, and home-based staff via telephone, remote access, email or web
Diagnosed and resolved issues with network connectivity, VPN, proprietary programs and applications, standard COTS, desktop, browser, hardware and software
Verified user account and status, unlocked accounts and reset passwords via Active Directory
Created, logged tracked and triaged service tickets and calls
Assisted with editing and updating documentation for Confidential Knowledge Base

Technologies: Avaya ACD call routing system or equivalent, Macintosh OS X, Windows XP operating, CISCO VPN client, Active Directory, MS Office 2007, Remedy Call Tracking System, familiarity with virtualization software

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