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Senior Analyst - Desktop Support Resume

Richmond, VA

SUMMARY:

IT professional seeking a new career opportunity to re - enter the technical field. Currently possess 5+ years’ experience working in various technical capacities including help desk and desktop support, Active Directory, Microsoft Office Suite, PC repair and A/V Support

PROFESSIONAL EXPERIENCE:

Confidential, Richmond, VA

Senior Analyst - Desktop Support

  • Desktop and laptop computer hardware and software troubleshooting
  • Customer service - explanation of cause and effect of system errors, general usage guidance installing corporate image to machines using SCCM system replacement / refresh
  • Data recovery and transfer iOS device setup and deployment - managed through Mobile Iron receiving of new equipment asset management and tracking using Service Now ticketing system
  • Software deployment using SCCM.
  • Manage ticket queue in Service Now to meet SLA requirements

Estate Manager/IT Consultant

Confidential

  • Provided IT related consultation regarding upgrade and configuration for residential customers on as needed basis. Consultations included; Hardware management and configuration, initial hardware setup, user education for preventive maintenance, and network setup.
  • Carried out fiduciary responsibilities for settlement of family estate.

Confidential

Corporate Move Associate

  • Assist with relocation of computer assets as required for internal corporate moves as directed by the client.
  • Troubleshoot computer hardware and connectivity issues that may arise because of the equipment move
  • Report any unresolved incidents to team lead

Confidential

Field Service Technician

  • Provide desktop support services
  • Data transfer / PC refresh
  • Equipment hardware installation
  • Software installation using software as a service (EDMP)
  • Troubleshoot and repair incidents reported to help desk

Confidential

Video Tele-Conferencing Support Technician

  • Technical support for video teleconferencing equipment and events
  • Set custom layouts for conferences using Codian bridge hardware
  • Routine coordination and testing of remote sites’ video conference capabilities
  • Report any major failures to senior team lead for vendor contact or repair

Confidential

Help Desk Analyst

  • Tier 1 help desk create tickets in call tracking software
  • Password resets using Active Directory
  • Password resets on mainframe systems

Confidential

PC Technician

  • Diagnosis of computer hardware and software malfunctions reported to the Help Desk
  • Installation or deployment of software
  • Installation or recovery of hardware
  • Installation of corporate image

Confidential, Dulles, VA

Senior Desktop Support Technician

  • Usage of Remedy ticketing system for workflow management.
  • Designed, outfitted, and maintained a refresh lab
  • Data migration
  • Determined actions that would promote overall customer productivity
  • A/V Support (backup or additional coverage) in conference rooms and auditoriums
  • Corporate move supervision of contractor agents to ensure all assets removed, setup, and functional.

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