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Technical Support Analyst Resume

Washington, DC

SUMMARY:

  • Results - oriented IT Analyst with a solid background in analytics and Information Technology. Seeking to leverage valuable qualifications to an IT roles.
  • Demonstrates the ability to gather requirements and analyze IT projects through all phases of testing, implementation, and completion.
  • Collaborates closely with individuals at all levels of an organization to achieve corporate goals.
  • Solid history of success in working as a team player to create and maintain innovative software, hardware, and documentation configuration baselines.

TECHNICAL SKILLS:

Proficient in: Microsoft Office Suite, Microsoft Exchange Server 2010/2013/2016 , office 365 Migration Microsoft Lync, SharePoint, Active Directory, Wireshark, Encase, FTK, ProDiscovery, Anti-virus applications (AVG, Norton, and Symantec), video conferencing support, Windows7, Windows 10,Linux/Unix, Citrix, Cisco Jabber, BMC Remedy, VMware, Experience administer SaaS, PaaS and IaaS Implementations

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Technical Support Analyst

Responsibilities:

  • Evaluate and pilot new hardware and software products and services.
  • Identify and propose IT applications to support the department and increase efficiency; develop and implement applications.
  • Monitor problems and changes in product document and software; report changes, control standard operating procedures, and current configurations.
  • Advanced in supporting Windows desktops, VPNs and mobile devices
  • Coordinate with telecom service unit to set up, transfer, and discontinue voice and data communication in office and at home for business continuity designees.
  • Propose goals and objectives for hardware and software products and services.
  • Provides tier 3 support for escalations from Help Desk experience troubleshooting Active Directory, DNS, Microsoft Exchange, SharePoint, and Skype for Business
  • Managing day to day workload of Win10 Migrations
  • Handle technical Win10 migration escalations
  • Provide accurate deployment status reporting
  • Working with Enterprise Management Tools SCCM (System Center Configuration Manager)
  • Experience in Voice over Internet Protocol ( VoIP ) and Cisco Voice systems (UCCX, Call Manager, etc.)
  • Advanced in supporting Microsoft suite products, e.g. Office365, Outlook on Mobile and PC, OneDrive for Business, browser-based applications

Confidential, New York, NY

Tier 2 Support Analyst

Responsibilities:

  • Managed asset inventory, tracked hardware and software orders.
  • Set up new hire systems and emails on mobile devices.
  • Installed antivirus programs on laptops and desktops; generated monthly anti-virus reports.
  • Ran monthly network and BMC remedy reports.
  • Maintained Active Directory, email accounts, and resource access.
  • Recommended actions based on the analysis of network Key Performance Indicators (KPIs).
  • Researched issues using information resources.
  • Recommended new equipment and software packages that would increase efficiency to management.

Confidential

Help Desk Technician

Responsibilities:

  • Troubleshot network and connectivity issues for end users and user groups.
  • Analyzed and reported computer network security breaches.
  • Researched and recommended hardware and software products to meet networking and security needs.
  • Tested repaired items to ensure proper operation.
  • Configured security settings and access permissions for user groups and individuals.
  • Promoted desktop and laptop naming convention on Active Directory
  • Configured SharePoint services and settings for the Equity Compensation Project.
  • Developed and modified SharePoint user privileges to comply with project SLA.

Confidential

Help Desk Technician

Responsibilities:

  • Developed, implemented, and deployed new technologies for logical and physical security of system.
  • Trained and provided technical support for users with varying levels of technical knowledge.
  • Tested full functionality of SAP to ensure users were receiving full functionality and information content was up-to-date and valid.
  • Analyzed the usefulness of pre-developed application packages and adapted them to user environments.

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