IT Operator (Desktop Support) Resume

SUMMARY:

13 years of progressive experience in Information Technology
Excellent problem solver with strong communication, team player and interpersonal skills
Extensive experience in desktop support (break fix issue)
Experience in troubleshooting Printers Confidential
Excellent written and verbal communications skills
Successfully performs in a fast paced, multi - task environment
Worked in the design, development and support of custom computer equipment to meet client standards
Lead in Commercial Off-the-Shelf (COTS) testing department
Responsible for creating all documentation for standard operating procedures for the deployment of all hardware and software installed for the client and Knowledgebase
Experience in troubleshooting smartphones such as Android, iPhone
Experience in configuring Cisco tele presentation equipment such as EX 90, EX 60, C-20, C-40
Active Directory experience (Adding accounts, Password Reset, Changing roles in groups)

PROFESSIONAL EXPERIENCE:

Confidential

IT Operator (Desktop Support)

Responsibilities:

Confidential

Sr. Technical Support

Responsibilities:

Creating new Exchange accounts as well as granting permissions in public folders.
Responsible in ordering and tracking all purchases of equipment and responsible for the shipping of the equipment as well
Lead of Help Desk, responsible in assisting my 1st tier team if needed
Assisted Manager with any projects as needed such as Software testing, software hardware deployments, creating documentation, maintaining Fresh Service.
Train new user and new hires in how to use new application and or equipment
Assign and activate all VOIP phone
Executive and VIP support (hardware, mobile devices)

Confidential

Lead IT Analyst

Responsibilities:

Confidential

Technical Engineer Agent

Responsibilities:

Troubleshoot Cisco telepresence equipment (C-40, C-20, EX-90)
Configure Cisco switches that are connected to the Telehealth Carts
Support all components of the cart that are connected to the PC such via USB or Serial cables such as Otoscopes, stethoscopes, cameras and any other USB equipment
Troubleshoot hardware and software problems

Confidential

IT Help Desk Analyst

Responsibilities:

Provide accurate and timely support for clients utilizing the Service Desk Manager software to create, update, escalate and resolve tickets
Resolve issues with Active Directory accounts: Password reset, Account lock out, Computer management (OU)
Remote Support for PC, Software and configuration issues
Support both Windows 7 and Windows XP

Confidential

IT Help Desk Analyst

Responsibilities:

Responsible for installing, configuring, and troubleshooting various Hardware and Software
Performed Windows Migration from XP to 7 and trained users on how to use new OS
Imaged and backed up systems
Password resets, account lock out in AD
Mobile device troubleshooting
Remote support, and phone support

Confidential

Field Technician Intern

Responsibilities:

Using Confidential setup Confidential PC with a standard image containing all Microsoft Suites and necessary programs for the airport and backed up all PC that were replaced always keeping a copy of the image just in case something was needed.
Second Tier Tech assigned to varies airport departments as desk side support. I helped support over 1000 customers at the Confidential contract.
Supported customers by also using remote desktop and assistance.