Tier 2 Analyst Resume Washington, DC - Hire IT People

SUMMARY:

Skilled Help Desk Technician with experience providing PC and Client/Server technical support for small to medium sized businesses, government and corporations. Experience diagnosing, troubleshooting and resolving client issues with hardware maintenance, application support and training, installations and upgrades. An articulate, flexible and personable communicator with excellent skills in client and vendor relations.

SKILLS:

Patch/Security Management - Active Directory - Windows Server - Microsoft Exchange 2007 - SCCM 2007
SnagIt 9.0 - Adobe Acrobat Professional - SharePoint 2010 - Windows XP/Vista/7 - UNIX - MacOS -IE MS Office 2007/2010- Web Jetadmin 10.3 - Google Chrome - Firefox- Bomgar - WebEx Corporate
LogMe In Remote - Office Communication Server 2007 - Blackberry/Android/IPhone/IPad Support - TCP/IP Networking - Project Management - Vendor Management - Remedy

PROFESSIONAL EXPERIENCE:

Tier 2 Analyst

Confidential, Washington, DC

Responsibilities:

Staging of PCs and Laptops with a customer standard image including Windows 7 (Win7 Migration)
Record asset information for newly reimaged hardware.
Backup locally stored user data and restore user data on reimaged equipment.
Ensure that the Desktop is identical in appearance after the migration and that all data is copied
Deploy PCs and Laptops after reimaging and map network drives and printers

Consultant

Confidential, Bethesda, MD

Responsibilities:

Replacement of retired Lenovo desktop and laptop equipment with refreshed equipment
Staging of Lenovo PCs with a customer standard image including Windows 7 (Win7 Migration)
Record asset information for newly reimaged hardware.
Backup locally stored user data and restore user data per Work Orders on reimaged equipment.
Package equipment for return shipping to users in the Field.
Document information in Remedy ticket and maintain communication with client

PC Refresh Technician

Confidential, Lanham, MD

Responsibilities:

Replacement of retired desktop equipment with refreshed desktop equipment.
Staging of desktop PCs with a customer standard image including Windows XP.
Visit user workspace, backup locally stored user data, deploy new equipment, and restore user data per Work Orders.
Record asset information for retired and newly deployed hardware.
Follow established and tested process and procedures established by the customer.
Installed and repaired HP laser printers.
Maintained and managed printer parts inventory via HP Web Jetadmin.
Diagnosed and repaired assigned equipment.

Analyst

Confidential, Durham, NC

Responsibilities:

Field incoming help requests from end users via telephone in a courteous manner
Documented all pertinent end user identification information, including name, contact information, and nature of problem or issue
Prioritize and schedule problems. Escalated problems, when required, to the appropriately experienced technician
Accessed software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
Tested fixes to ensure problem had been adequately resolved

Analyst

Confidential, Cary, NC

Responsibilities:

Provided technical support for clients via telephone, Active Directory and remote access
Utilized SCCM to distribute software. install software and to monitor performance
Engaged vendors with work orders for site visits to repair or replace failed parts
Escalated work orders to next level of support as needed
Recorded, tracked and documented the help desk request problem-solving process including all successful and unsuccessful decisions made and actions taken through to final resolution

Customer Service Representative

Confidential, Cary, NC

Responsibilities:

Provided Customer Service support for domestic and international partners and clients
Ordered parts to be shipped to sites replacing failed computer components
Coordinated dispatching Field Engineers to coincide with delivery of parts
Created and updated Clarify and Sales Force tickets to track cases
Escalated high priority or urgent cases as needed
Perform post-resolution follow-ups to help requests

Support Technician

Confidential, RTP NC

Responsibilities:

Provided real-time server management
Received and validate alerts from the network monitoring tools
Determined problem severities based on documented processes and procedures
Ensured adequate turnover is given and maintained throughout the shift
Adhered to the Problem and Change Management Process
Provided console operations support and systems monitoring

Technology Support Analyst

Confidential, Raleigh, NC

Responsibilities:

Provided Tier 2 Technical Support to Departmental employees via telephone, remote access and Remedy Tickets
Received non- functioning equipment for repair
Contacted clients for pickup of repaired equipment
Reset passwords and printers by request

Manager

Confidential, Raleigh NC

Responsibilities:

Supervised cleaning personnel
Coordinated Special Projects, i.e.… Pressure Washing, Carpet Shampooing, Floor finishing

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Tier 2 Analyst Resume

Washington, DC

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