Technical Support Analyst Resume Washington, DC - Hire IT People

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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Technical Support Analyst Resume

Washington, DC

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