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Tier Ii Helpdesk Support Analyst Resume

SUMMARY:

  • Dedicated IT professional with over 15 years of Tier 1 and 2 End User Support expertise supporting, 000 users on small to large scale network enterprises, 5 years of help desk managerial experience supporting and providing oversight to technical teams (e.g., 5 to 13 technical support computer analysts).
  • Ensured timely services for end user support resolution of software and hardware issues using Solar Winds, SCCM, Symantec Endpoint Encryption Entrust software, DHCP, DNS, Cloud, VMware Confidential View Client, VSphere Client Administration, VPN, TCP/IP network operations technology, Office 365, Azure and SaaS.
  • Managed software deployment, upgrade and support for various ticketing systems, including Track It 6.0, Alteris, Kaseya IT, Remedy and Cherwell.
  • 15 years of experience in the information technology field in Help Desk Support Services; Four years of experience in Help Desk Management; Experience including
  • Trouble shooting hardware and software issue related to LCM replacement; Use of Active Directory for enabling/disabling new user PC accounts; Citrix VPN account management; Virtual desktop management as it relates to VMware Confidential View Client Administration and VSphere 6.5 management TCP/IP; Entrust Encryption software installation and support; Solar Winds Patch Management Software, WebEx Teleconferencing online software Blackberry and PDA support
  • Coordinating with other IT staff at various levels using ITIL process to troubleshoot server - based applications, services accounts, i.e. Citrix Remote, Lotus Notes, MS Exchange
  • Provided preventative maintenance to, 000 standalone PC’s using Windows XP and 7 Operating Systems and peripherals
  • Update on Symantec Virus Definitions, Installation of Windows XP and 7 Updates;, remote installation of software using Active directory and Windows Net meeting
  • Installation of software such as Lotus Notes 7.2, MS current MS Project, Visio, Excel, and Oracle, as requested, upon presentation of license using remote access tools such as MS management tools or Active Directory
  • Performed upgrade installation of hardware and software such as Windows XP, Adobe Acrobat.

PROFESSIONAL EXPERIENCE:

Tier II Helpdesk Support Analyst

Confidential

Responsibilities:

  • Provides Tier II help desk support as part of the team working with more than 3,000 end users.
  • Documents Incidents and Work Orders with detailed break-fix steps and resolution in Cherwell ticketing system.
  • Responsible for manual configuration of network printers and assigning IP address for use in the DNS servers along with configuring online printer network interface.
  • Monitors and updates all incidents and requests, including calls assigned to external suppliers/vendors.
  • Reassigns or escalates incidents and requests to appropriate support level, third parties or other teams where appropriate level of discussion of issues with colleagues will be conducted.
  • Tracks all work, inventory, and projects using the Cherwell ticketing system. Documents, updates and close tickets according to defined service level agreement requirements.
  • Provides assistance and participates on new projesct(s) testing and deployment/delivery using technologies.
  • Provides video teleconferencing support for meeting setups in DOJ conference rooms.
  • Travels to client sites in the Washington, DC National Capitol Region as needed to support help desk requests, resolve issues, and assist with computer and printer setups.
  • Maintains an organized resource/hardware Government furnished storage room(s). Coordinates the logistics of and conducts the movement of assets and equipments to client’s sites as needed.
  • Works with vendors to provide software and hardware troubleshooting, repair, replacement and personnel escort.
  • Provides input and updates knowledge base as necessary.

Sr. Systems Support Analyst

Confidential

Responsibilities:

  • Performed Help Desk phone support for over 500 EIA federal end-users
  • Performed end-user desk side and remote software and hardware resolution for over 500 EIA federal end-users
  • Managed new user account creation and removal via MS Active Directory
  • Managed end-user distribution list addition and removal from MS Active Directory Successfully
  • Completed major Office 365 training outreach project for over 500 EIA federal end-users
  • Completed major project training EIA federal employees on and deploying Maas 360 to over 250 federal mobile devices, i.e. smart phones and laptops
  • Successfully completed major Office 365 training outreach project for over 500 EIA federal end-users
  • Managed, trained existing/new employees and created standard operating procedures for effectively running a less than 3 year old $1M federal Audi/Video teleconference facility using Cisco server, Crestron routing and WebEx online technology
  • Managed Symantec Endpoint Encryption Entrust software as a signature authorized trusted end-user Entrust Encryption support specialist by federal staff along with periodical software updating via Solar Winds patch management software
  • Managed and trained PIV Card pin logon via Active Directory with HSPD12 badge access
  • Management and troubleshooting client-side HSPD-12 components (e.g., software configuration, hardware issues with Confidential cards) or Smart Card authentication
  • Managed RSA Token distribution to over 500 EIA federal end-users via RSA Security Console
  • Created Outlook email account using Exchange Email Administration
  • Managed Outlook 2007/2010, i.e., trouble shooting data recovery from exchange server and assisting over 500 federal end-users with training of utilizing the archiving tool to resolve space issues and recovering personal Outlook folders or connectivity issues
  • Successfully completed major Office 365 outreach program to over 500 EIA federal end-users
  • Daily use of MMC to add/remove special computer account privileges when required and approved by ITIL Windows Administration
  • Managed of Patching and updating over 500 Windows 7 operating system software and images for over 500 EIA federal end-users monthly using Solar Winds Patch management software and WSUS
  • Management of updating virtual machine images and recomposing of over 500 end-user virtual machines via VSphere 6.5 client server software
  • Managed virtual desktops of over 500 EIA federal end-users, i.e. restarting virtual desktops or creating new virtual desktops for new users using VMware Confidential View Client Administration
  • Management and troubleshooting client-side HSPD-12 components (e.g., software configuration, hardware issues with Confidential cards) or Smart Card authentication
  • Managed software deployment, upgrade, and support via Kaseya IT ticketing software
  • Incident ticket creation, tracking, and resolution support via Kaseya IT software
  • Communication with end user regarding specific ongoing IT projects
  • Communication with IT support team regarding software, hardware and network matters utilizing ITIL processes
  • Managed Virtual desktop deployment and troubleshooting support for over 500 EIA federal end-users
  • Managed Cisco virtual private network software installation, training, and support for over 500 EIA federal end-users remote access to their work local computers
  • Managed VMware client software installation, training, and support for over 500 EIA federal end-users remote access to their virtual desktop computers
  • Developed, updated and maintain Standard Operating Procedures documentation as needed
  • Created MS Visio flow charts for IT project manager for overall IT helpdesk flow process approved by federal CIO

Senior Systems Support Analyst

Confidential

Responsibilities:

  • Performed Help Desk phone support for over 500 EIA federal end-users
  • Performed end-user desk side and remote software and hardware resolution for over 500 EIA federal end-users
  • Managed new user account creation and removal via MS Active Directory
  • Managed end-user distribution list addition and removal from MS Active Directory
  • Completed major project migrating Windows XP and Windows 7 OS end-users system folders to MS 2012 Sever share drive utilizing ITIL processes
  • Completed major project deployment of Windows 7 OS configuration and end user data migration utilizing ITIL processes
  • Managed, trained existing/new employees and created standard operating procedures for effectively running a less than 1 year old $1M federal Audio/Video teleconference facility using Cisco server, Crestron routing and WebEx online technology
  • Managed Symantec Endpoint Encryption Entrust software as a signature authorized trusted end-user Entrust Encryption support specialist by federal staff along with periodical software updating via Solar Winds patch management software
  • Managed and trained PIV Card pin logon via Active Directory with HSPD12 badge access
  • Management and troubleshooting client-side HSPD-12 components (e.g., software configuration, hardware issues with Confidential cards) or Smart Card authentication
  • Managed RSA Token distribution to over 500 EIA federal end-users via RSA Security Console
  • Created Outlook email account using Exchange Email Administration
  • Managed Outlook 2007/2010, i.e., trouble shooting data recovery from exchange server and assisting over 500 federal end-users with training of utilizing the archiving tool to resolve space issues and recovering personal Outlook folders or connectivity issues
  • Daily use of MMC to add/remove special computer account privileges when required and approved by ITIL Windows Administration
  • Managed of Patching and updating over 500 Windows 7 operating system software and images for over 500 EIA federal end-users monthly using Solar Winds Patch management software and WSUS
  • Management of updating virtual machine images and recomposing of over 500 end-user virtual machines via VSphere 6.5 client server software
  • Managed virtual desktops of over 500 EIA federal end-users, i.e. restarting virtual desktops or creating new virtual desktops for new users using VMware Confidential View Client Administration
  • Management and troubleshooting client-side HSPD-12 components (e.g., software configuration, hardware issues with Confidential cards) or Smart Card authentication
  • Managed software deployment, upgrade, and support via Kaseya IT ticketing software
  • Incident ticket creation, tracking, and resolution support via Kaseya IT software
  • Communication with end user regarding specific ongoing IT projects
  • Communication with IT support team regarding software, hardware and network matters utilizing ITIL processes
  • Managed Virtual desktop deployment and troubleshooting support for over 500 EIA federal end-users
  • Managed Cisco virtual private network software installation, training, and support for over 500 EIA federal end-users remote access to their work local computers
  • Managed VMware client software installation, training, and support for over 500 EIA federal end-users remote access to their virtual desktop computers
  • Developed, updated and maintain Standard Operating Procedures documentation as needed

Senior Systems Support Analyst

Confidential

Responsibilities:

  • Performed help desk phone, email, and walk in support for more than 800 DoE federal solutions
  • Performed end-user desk side and remote software and hardware resolution
  • Managed new user account creation and removal via MS Active Directory
  • Managed end-user distribution list addition and removal from MS Active Directory
  • Processed service request using Remedy ticketing systems database
  • Provided customer support to DOE Government Employees Nationwide
  • Managed Symantec Endpoint Encryption Entrust software as signature authorized trusted end-user Entrust Encryption support specialist by federal
  • Managed and trained PIV Card pin logon via Active Directory with HSPD12 badge access
  • Management and troubleshooting client-side HSPD-12 components (e.g., software configuration, hardware issues with Confidential cards) or Smart Card authentication
  • Managed RSA Token distribution to over 800 DOE federal end-users via RSA Security Console
  • Successfully completed major migration project of DOE user data and application programs from old to new PC desktops and laptops to new ones ahead a few weeks ahead scheduled migration deadline for over 800 federal end-users
  • Managed loaner and non-loaner equipment Asset and Inventory via Simple Inventory System Management software database
  • Updated and track assets and in Simple Inventory System Management software database
  • Utilized Desktop Central and MS Lync software for hardware and software ticket resolution
  • Deployment and configuration of MS Office 2007 and 2010 software
  • Configuring and troubleshooting MS Outlook 2007/2010 email application services
  • Symantec Guardian Edge Endpoint encryption installation, end-user registration and support
  • Symantec Ghost imaging of various Dell desktop and laptop computer models
  • Managed Citrix VPN account connectivity or issues
  • Password reset in Novell and Active Directory environment
  • Create GOTOMYPC user accounts
  • Installed and managed of GOTOMYPC software for over 800 DOE federal employees
  • Coordinating with upper management on present and ongoing projects
  • Developed, updated and maintained Standard Operating Procedures documentation

Senior Helpdesk Administrator

Confidential

Responsibilities:

  • Performed Help Desk phone support for over 800 DOE federal end users
  • Performed end-user desk side and remote software and hardware resolution for over 500 federal employees
  • Managed new user account creation and removal via MS Active Directory
  • Managed end-user distribution list addition and removal from MS Active Directory
  • Processed service request using Remedy ticketing systems database
  • Provided customer support to DOE Government Employees Nationwide
  • Managed Symantec Endpoint Encryption Entrust software as signature authorized trusted end-user Entrust Encryption support specialist by federal
  • Managed and trained PIV Card pin logon via Active Directory with HSPD12 badge access
  • Management and troubleshooting client-side HSPD-12 components (e.g., software configuration, hardware issues with Confidential cards) or Smart Card authentication
  • Managed RSA Token distribution to over 800 DOE federal end-users via RSA Security Console
  • Successfully completed major migration project of DOE user data and application programs from old to new PC desktops and laptops to new ones ahead a few weeks ahead scheduled migration deadline for over 800 federal end-users
  • Managed loaner and non-loaner equipment Asset and Inventory via Simple Inventory System Management software database
  • Updated and track assets and in Simple Inventory System Management software database
  • Utilized Desktop Central and MS Lync software for hardware and software ticket resolution
  • Deployment and configuration of MS Office 2007 and 2010 software
  • Configuring and troubleshooting MS Outlook 2007/2010 email application services
  • Symantec Guardian Edge Endpoint encryption installation, end-user registration and support
  • Symantec Ghost imaging of various Dell desktop and laptop computer models
  • Managed Citrix VPN account connectivity or issues
  • Password reset in Novell and Active Directory environment
  • Create GOTOMYPC user accounts
  • Installed and managed of GOTOMYPC software for over 800 DOE federal employees
  • Coordinating with upper management on present and ongoing projects
  • Developed, updated and maintained Standard Operating Procedures documentation

ATO IT Helpdesk Support Team Lead

Confidential

Responsibilities:

  • Life cycle management replacement support for FAA Dell workstations and laptops
  • Creation of Remedy ticket for new LCM replacement
  • Creating new FAA baseline image for FAA PC workstations and laptops
  • Joining users new PC to LAN network through Active Directory
  • Installation and configuration of MS Office 2007 and 2010 software
  • Installation and configuration of Adobe Acrobat Professional
  • Installation and configuration of MS Exchange 2007
  • Configuring and troubleshooting MS Outlook 2007/2010 email application services
  • Symantec Ghost imaging of various Dell desktop and laptop computer models
  • Adding and deletion of user account from MS Active Directory Distribution lists
  • Provisioning or removal of MS Active Directory local Administrative Rights to computers
  • Migrating and backup of user’s necessary apps using Ghost server software
  • Deployment of users new PC to specified FAA location
  • Installing and configuring Lotus Notes 8.02, MS software, VPN client and additional software
  • Deployment of new PC to users and installation of users printers
  • Updated Remedy tickets with necessary documentation
  • Troubleshooting hardware and software issue related to LCM replacement and coordinated with IT staff to troubleshoot server-based applications, services accounts, i.e. Citrix Remote, Lotus Notes, MS Exchange

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