SUMMARY:

Motivated and driven IT professional offering 7+ of Analytical Desktop experience and Active Directory. Strong presentation and people skills, recognized for computer expertise and getting the job done.

COMPUTER SKILLS:

Hardware: Dell, Hewlett Packard, Compaq, Servers, Desktops, Printers

Ethernet, RJ 45, Cat 5, CD: Rom, HP Print, Switches, Wireless

Operating Systems: Microsoft Vista, XP, and 2000 Microsoft Word, Excel, Outlook 2003, Active Directory

EXPERIENCE:

Desktop Support Analyst

Confidential, Doral, Florida

Responsibilities:

• Contract Project for PC replacements and Upgrade, from XP to Win7
• Active directory
• Desktop, and Laptop upgrade
• Adding and removing machines off the domain.
• Password Rest

Desktop Support Analyst

Confidential, Miramar, Florida

Responsibilities:

• One month Desktop Project
• Assisted client with PC moves
• Desktop, Laptop and Printer setup
• XP, Win7 Support
• Password Rest
• One month Desktop Project
• Assisted client with PC moves
• Desktop, Laptop and Printer setup
• XP, Win7 Support
• Password Rest

Technical Support

Confidential, Cypress Creek, Florida

Responsibilities:

• 3 month Win7 Deployment for over 500 users
• SCCM
• BMC ticketing system
• Assisted clients with Win 7, Vista, XP, Mac OS, Office 2007 and 2010
• Assisted clients with Laptops, Mobile phones, Ipads
• Assisted clients with password issues in Active Directory

Desktop Support Analyst

Confidential, Cypress Creek, Florida

Responsibilities:

• Supported over 500 users
• Used SDE for ticketing system
• Assisted clients with Win 7, Vista, XP, Mac OS, Office 2007 and 2010
• Assisted clients with Laptops, Mobile phones, Ipads
• Assisted clients with password issues in Active Directory
• Imaged Lenovo think pads, Mac books, for new users.
• Telephone support to clients
• Support Conference rooms

Tier 2 Desktop support Tech

Confidential, Atlanta, GA

Responsibilities:

• CSS ticketing monitoring
• Supporting over 2000+ clients within the state of GA and other states with 2nd level support.
• Assisting clients with Win 7, Vista, XP, Office 2007 and 2010
• Assisting clients with Laptops, Mobile phones, Ipads
• Assisting clients with password issues in Active Directory
• Telephone support to clients
• Walk up LSC (Laptop service centre)
• Monitor SAPTV events as required
• Support training room facility
• Receiving and accommodating notebook requests according to Policy and procedures, tracking notebook distribution, allocation and timely returns from repair depot
• I am responsible for tracking and security of fixed assets; asset tagging, random and annual inventory, EMR (equipment master record) updates in database
• I troubleshoot complex printer, server and network issues
• Perform Account Representative Role meeting with Line of Business assistants and leaders.
• Gathers data and works towards resolution
• I also Adheres to standard Confidential EUS policies, escalates issues appropriately, and utilizes tools provided for issue tracking and change management
• Lead in projects

Service Desk

Confidential, Decatur, GA

Responsibilities:

• Served as an effective, first - level technical resource to over 1000+ clients
• Provided software assistance and hardware issue to end users.
• Took over 200 calls a day
• Worked with client via remote login
• Assisted end user with, Window 2000, Windows XP, Windows 7, Office XP/2003 and 2007, Internet explorer, Wireless Devices, Wireless, Active Dir Networking. Worked with Active Directory and also Exchange

Sr. Analyst, IT Service Desk

Confidential, Miami, FL

Responsibilities:

• Served as an effective, first and second level technical resource to over 2000+ Clients, Locally and internationally
• Performed installations, modifications and repairs PC s, Laptops and peripheral devices. Ghosted/Imaged Systems
• Provided user training on the use of standard software.
• Created accounts within Active Directory for new accounts as they came into our ticketing system.
• Experience with configuration, deployment, and administration of Intel - based PC hardware.
• Windows XP, Windows 7, Microsoft Active Directory Services (including AD components such as security/distribution groups, group policies, etc), DNS, and DHCP.
• Creative technical problem solving abilities
• The ability to prioritize multiple simultaneous projects and/or task

Help Desk Analyst / Desktop Support Analyst

Confidential, Miami, FL

Responsibilities:

• Provided advanced software troubleshooting support, having full working knowledge of desktop operating systems in use around the company. Windows 2000 and Windows XP, Active Directory, Exchange, MS Office XP, 2003 and 2007, VPN clients,
• Ghosted/Imaged systems and PC break-fix: Disassembling various PC’s and repair/replace, bad/damaged parts or cables
• Assisted in troubleshooting Blackberry, PDA’s, and all handheld devices
• Network configuration, Wireless configuration
• Created accounts within Active Directory for new accounts as they came into our ticketing system.
• Worked on servers, mapping network drives.
• Participates in special projects as required.
• Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
• Documented all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.

Desktop Support

Confidential, Dania, FL

Responsibilities:

• Provided phone, remote, and onsite support service.
• Installed and configured, Windows 2000 and Windows XP, MS Office XP and 2000, Active Directory
• Provided assistance at the in-house helpdesk providing technical support by phone and in person to the facilities staff.
• Responsible for loading new software and systems on existing equipment.
• Tested systems to ensure the elimination of bugs or viruses.
• Responsible for performing troubleshooting activities prior to the implementation of new systems.
• Assisted with the repair of computer systems on site and for existing customers and the maintenance of client documentation.