Desktop Support Analyst/computer Operator Resume Silver Spring, MD - Hire IT People

SUMMARY:

Knowledgeable Desktop Support Analyst well - versed in Windows and Linux operating systems. Able to troubleshoot malfunctions, update components and patch software in an efficient and accurate manner. Seeking a growth-oriented position in a fast-paced business environment.

TECHNICAL SKILLS:

Active Directory, Crystal Reports, DNS, LAN, Microsoft Access, MS office, Oracle, PC's, TCP-IP, VPN
End-user support
DevOps principles
System upgrades
System backups
Hardware documentation
Customer service
Oracle Database ( strong knowledge )
Office 365
AWS
Oracle HR support
Linux Operating System (strong knowledge)
MAC
SCCM
Active Directory
Remedy Ticketing system
Service Now

PROFESSIONAL EXPERIENCE:

Desktop Support Analyst/computer Operator

Confidential - Silver Spring, MD

Resolving all incidents, service requests, and changes to provide desktop computer support for software
Providing support for hardware installation and configuration for desktop computers, laptops computers, mobile devices, printers, scanners, local area networks (LANs), servers, network switches, and other equipment as needed
Assisting users with application usage and questions, and technical problem resolution; providing advice & training on basic and advanced system features
Providing first level technical support to resolve both portal and back-end application issues (e.g.
trouble-shooting and resolving reported problems; escalating unresolved issues to developers and/or the vendor as required; performing root-cause system analyses and implementing action plans to minimize recurrences of identified issues)
Running and/or developing reports in Crystal Reports, Microsoft Access, and/or SQL Server Reporting Services (SSRS) as required
Oracle Database Administration (Dataguard, RAC setup, RMAN backups, logical backups of databases, Performance tuning etc.)
Unix/Linux Administration
Supports, manages and administers the local area network (LAN) and respective equipment (servers, routers, wireless, etc.), including all manners of maintenance for both hardware and software (TCP-IP, DNS, Operating System, etc.)
Diagnoses and corrects problems with PC hardware and software, with mobile voice/data units, and the internal phone system; coordinates vendor support where necessary
Worked with ticketing systems such as Jira, Service now, Remedy, and DART
Experience working in mainframe environment
Implemented different technologies in oracle (disaster recovery, High availability and backup strategies)
Performed Junior Linux administrative tasks
Worked on AWS console to access some database instances

Desktop Support technician

Confidential - Washington DC, DC

Diagnosis of desktop, applications, networking issues
Experience of supporting a wide and varied client base
Troubleshooting PC's, laptops and mobile devices
Installation of telecommunication equipment
Maintaining a log of all problems detected from system backups
Perform about 15 agency tech refreshes and about 10 new hire set ups daily
User data Migrations (from legacy pc to new PC) peer to peer
Mapping of drives (printer, network shares etc.)
Assist over 3,500 users via email, phone and remote(VPN)
Troubleshoot all network connectivity issues

Helpdesk Technician

Confidential - Reston, VA

Answer Service Desk calls and log each call into the IT Service Desk
Review call history, assess the problem, resolve the problems, and document in the IT Service Desk system
Ensure that all workstations have current drivers, patches and security updates
Troubleshoot workstation network connectivity issues
Set up new workstations and printers to access the network
Deploy new state procured equipment and software to the existing network
Replace existing hardware/software and remove the hardware/software and transport to a specified location
Document moves/adds/changes in accordance with inventory and policies/procedures
Assist in the development of installation instructions/standard operating procedures for applications.

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Desktop Support Analyst/computer Operator Resume

Silver Spring, MD

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