Helpdesk Analyst Resume

TECHNICAL SKILLS:

Systems: Windows XP, 7, 8, 10, Linux OS Administration, Mac OS

Hardware: Dell Servers, Desktops, Laptops, HP and Ricoh Printers, RIM Blackberry’s, Apple iPad/iPhone, Apple Watch, Android Devices

Applications: Microsoft Office Suite 2007 - 2016, SharePoint, Symantec Endpoint, X1, CA Service Desk Manager, Jira, Blackberry Enterprise Server, Blackberry Work, Good Technology, Mobile Iron MDM, WASP

PROFESSIONAL EXPERIENCE:

Helpdesk Analyst

Confidential

Responsibilities:

Maintain the entire desktop infrastructure
Maintain the entire Avaya infrastructure
Provide excellent customer service and resolved all incidents and requests within standard SLAs
Upgraded and brought in new software that would help the client base work more efficiently
Started the process of upgrading the entire desktop infrastructure to Windows 10.

Executive Support Associate

Confidential

Responsibilities:

Provide white glove service for companies Executives on a 24x7x365 schedule with all their technology
Work on critical projects that will further advance the Execs productivity and efficiency.
Prepare Executives for client trips to ensure their technology would work anywhere around the world
Ran weekly sync’s with Exec teams to ensure all their needs were being managed, and prioritized in a systematic way to ensure excellent results
Worked closely with other IT teams, to help mentor and grow their skills to advance the technology service across the entire company

Service Desk Team Lead

Confidential

Responsibilities:

Ensured the Service Desk was delivering on the day to day responsibilities
Ran all Service Desk meetings to ensure the team understands the direction the desk is heading
Created reports to synthesis how the Service Desk was preforming against expectations
Provided excellent support for 1500+ user's hardware and software needs on various platforms
Assisted in driving improvements and evolution of processes to ensure the Service Desk was running efficiently
Created KB articles to help and to train new hires learn how to troubleshoot tickets
Remodeled the Service Desk intake machine to allow end-users more channels to submit their incidents and requests
Managed Active Directory by unlocking profiles, resetting passwords and administering users to groups

Service Desk Support

Confidential

Responsibilities:

Remodeled how the process for ensuring the signals submitted by the end-users were routed to the proper team
Utilizing CA Help ticket system to diagnoses and resolve computer/software issues
Provide excellent customer service to 1500+ users on various platforms (i.e. Windows 7, Apple iOS, Blackberry)
Assisted in driving improvements and evolution of processes to ensure the Service Desk is running efficiently
Securing users emails and mobile devices with Good Mobile and Mobile Iron.
Troubleshooting VPN access for Citrix and RSA token
Provisioned and troubleshoot issues with Apple iPads and Blackberries.

Windows 7 Support Specialist

Confidential

Responsibilities:

Provided Technical support for Enterprise migration to Windows 7
Configured and managed hundreds of desktops and laptops to support new deployment.
Provide white glove support for Day 1 deployments to 1500+ users.
Ensure the KBs were up-to-date with issues discovered through the deployments

Microsoft Distribution Center Support

Confidential

Responsibilities:

Maintained data center operations including Confidential and server support
Maintain detailed records of the maintained conducted to all servers

Information System Specialist

Confidential

Responsibilities:

Imaged 600 new Windows 7 laptops with Confidential
Provided detailed, hands-on training to all employees teaching how to use the new laptop
Reconfigured their desk to support the new laptop to ensure a smooth transition from the old hardware
Answered any questions employees would have about the new software
Maintained Information Security audit records of new and obsolete devices

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