SUMMARY:

• Highly versatile, service - orientated Computer Support Analyst with eight years of IT experience.
• Possessing strong communications and time management skills, and the ability to work independently or as part of a team.
• Capable of providing excellent onsite or remote helpdesk support.

TROUBLESHOOTING EXPERTISE INCLUDES:

Enterprise-level Microsoft networks using SCCM 2012, Windows PC-based computers, Citrix XenDesktop and XenApp, peripherals, Audio/Video conferencing equipment, and rack-mounted servers; as well as configuring Android and Apple devices.

EMPLOYMENT HISTORY:

Confidential, Wilmington, Delaware

Desktop Support Specialist

Responsibilities:

• Provided onsite desktop support in a chemical and pharmaceutical laboratory environment
• Administered computers remotely though Active Directory, SCCM 2012, and Bomgar
• Worked with Customers, remotely, at customer’s workstation and in the laboratory
• Managed hardware and software vendors to address customer issues
• Prepared and troubleshot Lenovo computers using SCCM imaging
• Configured Desktop computers to interface with laboratory hardware and software
• Assembled computer equipment in employee workstations and chemical and pharmaceutical laboratories
• Logged tickets in Service Now helpdesk system

Confidential, Wilmington, Delaware

Senior Administrator

Responsibilities:

• Designated as sole on-site support contact for 250 employees
• Provided onsite desktop support in a chemical laboratory environment
• Trained in, XenDesktop and XenApp, configured and troubleshoot XenApp
• Administered computers remotely though Active Directory and SCCM 2012
• Installed and troubleshot Cisco VOIP phones, and Barco ClickShare Devices
• Worked with Customers, remotely, at customer’s workstation and in the laboratory
• Managed hardware and software vendors to address customer issues
• Prepared and troubleshot HP and Dell computers using SCCM imaging
• Configured Desktop computers to interface with laboratory hardware and software
• Assembled computer equipment in employee workstations and chemical laboratories
• Assisted in troubleshooting and install of Cisco networking devices
• Logged tickets in Remedy and Service Now helpdesk systems
• Experienced with Office 365 applications

Confidential, Exton, Pennsylvania

Desktop Support Specialist

Responsibilities:

• Worked with Customers, both remotely and at customer’s deskside
• Prepared and troubleshot HP computers for company use
• Installed computer equipment in employee cubicles
• Configured iPhones to interfact with company exchange servers
• Tested and configured Cisco IP Softphone software
• Shipped computer equipment to remote users.
• Facilitated Videoconferences using Polycom and Crestron videoconferencing hardware and software.

Confidential, Dresher, Pennsylvania

Desktop Support Technician

Responsibilities:

• Provided Desktop Support for Windows XP and Windows 7 workstations remotely and in-person.
• Supported Lotus Notes, Microsoft Office 2010, and Adobe Acrobat to mid-level Executives
• Repaired and upgraded Lenovo laptops and Dell Desktops as required
• Managed company assets with HP Asset Manager, logged, and managed tickets with BMC Remedy
• Troubleshot customer issues at customer’s desk-side and remotely though Windows Remote Desktop
• Created and deployed Windows 7 Laptops and Workstations in a large corporate environment as part of a Windows XP to 7 PC migration

Confidential, Wilmington, Delaware

Field Service Computer Technician

Responsibilities:

• Troubleshot and repaired Lenovo tablet notebook computers.
• Returned defective components to Lenovo as required
• Resolved tickets through an online ticketing system

Confidential, Wilmington, Delaware

Data Center Engineer

Responsibilities:

• Installed, relocated, and removed rack-mounted servers, mainframes, and desktop VDIs in a large corporate data center environment.
• Lifted devices weighing 80lbs as a regular part of job duties
• Proficient in running fiber and copper cabling in a raised floor environment
• Scanned decommissioned hard drives into storage with a barcode scanner
• Provided on-site support through phone, email, and live chat
• Performed support duties through SLAs and Break/Fix tickets

Confidential, Wilmington, Delaware

Asset Management Specialist

Responsibilities:

• Received computers from remote sales representatives
• Used asset management software to receive, deploy, and verify inventory
• Created and utilized backup images to maintain laptop computers

Confidential, Lewes, Delaware

Network Helpdesk Analyst

Responsibilities:

• Provided executive level support for Windows 7 and XP workstations, on-site and remotely
• Maintained desktop workstations and network infrastructure in a mid-sized office environment
• Facilitated Video Conferencing for executives
• Created and utilized backup images to maintain workstations
• Assisted in office-wide deployment of computer hardware and software as part of a PC refresh
• Documented support requests using TechExcel software
• Managed inventory of all technical equipment and software licenses
• Worked with vendors to obtain specified computer equipment
• Unpackaged, configured, and installed computer hardware in the main office
• Packaged and shipped computer hardware to remote users
• Configured Android and Mac smartphones and iPad devices to connect to company email and internet
• Administered cloud-based Microsoft brand e-mail and instant messaging systems
• Administered SAP Business Objects XI 3.0 servers
• Provided support through SLAs and Break/Fix methods
• Designed Visual Basic macros for MS Excel 2007

Confidential, Lewes, Delaware

Documentation Specialist

Responsibilities:

• Designed and wrote Visual Basic programs to issue ADO commands
• Scanned documents into Adobe Acrobat PDF format
• Wrote Systems Analysis and Design Documentation for a timesheet solution

Confidential, Georgetown, Delaware

Computer Technician/Tax Preparer

Responsibilities:

• Helped prepare personal income taxes using TaxWise software
• Reconditioned and rebuilt Personal Computers
• Troubleshot on-site computer hardware issues in a non-profit office environment

Confidential, Carrollton, Texas

Personal Computer Demonstrator

Responsibilities:

• Maintained stock and monitored inventory on a weekly basis
• Provided customer service assistance in a retail environment
• Designed and created product displays