IT Service Desk Analyst Resume

SUMMARY:

IT Technical Specialist with 15 years experience specializing in installing, managing, maintaining and troubleshooting PCs on networks, thorough knowledge of Windows 2000 and XP & Windows 7 workstations and laptops in high - pressure situations. Consistently meet tight deadline schedules within dynamic environments. Equally effective working independently or as part of a team. Comfortable interfacing with all levels of management. Excellent oral and written communication skills.

PROFESSIONAL EXPERIENCE:

Confidential

IT Service Desk Analyst

Provides phone support in troubleshooting application and computing resource problems. Escalation of calls to proper groups for service. Ability to support a multi-user, multi-application environment with high volume requests. Windows 2000 and XP, Remedy BMC ticketing system, Dameware remote desktop, Unity, Webterm, Quadramed, ANSOS, Webcenter Call system, AD administration, Novell and Novell Groupwise. HP, Dell, Lexmark Xerox MFP printer troubleshooting.

Confidential

Desktop Support Technician (contract)

Rollout of new Dell XP desktops. Re-imaging with Ghost on in-place PCs. Desk side support for end users.

Confidential

Information Technology Support Analyst

Provides phone support in troubleshooting application and computing resource problems.
Communicates technical information to non-technical personnel effectively.
Escalation of calls to proper groups for service.
Desk side support for printers, software and peripherals.
Ability to support a multi-user, multi-application environment with high volume requests.
Knowledge of ticketing system utilization for tracking and processing requests.
HP Printer trouble shooting and maintenance. Knowledge of Wi-fi connectivity and Citrix shadowing.
Software used: Office 2003, Filesite, ITSM ticketing system, IPCC soft phone, CMS, VNC remote desktop, Blackberry configuration and account administration. Enterprise Vault, Citrix, Scansoft PDF Converter Pro, Workshare Deltaview, Conversions Plus, eFax, Right fax.

Confidential

IT Support Specialist

Desktop, laptop and software support, hardware installations and interacted with LAN support organization outside vendors, partners, associates, paralegals and other support staff.
Supported Help Desk/Desktop Support Environments, answering application questions concerning LAN/WAN Network, Microsoft 2000 and XP, Office suites, Symantec Antivirus, Aventail Connect, Livenotes, CMS, DM5, VNC remote desktop, Magic (Help Desk database) Successful build out of new office in Jericho NY, which included new network, VOIP, POE, installation of Polycom AV equipment, setup of conference rooms with regards to AV and network connectivity.
Helped in completion of successful build outs in the Washington DC and NYC offices.
Rollout of XP desktops and laptops. Rollout of Verizon/Cingular Blackberrys to all staff and professionals. The OS upgrade of those Blackberrys. Troubleshooting of problems with regards to connectivity to BES server, service provider and Outlook.

Confidential

IT Technician

Desktop and software support, hardware installations and interacted with LAN support organization, outside vendors and associates on a daily basis.
Supported Help Desk/Desktop support Environments, fielding application questions regarding LAN/WAN network, Microsoft 2000 and XP, Office 2003 suite, Norton Antivirus, PCAnywhere, Netscape and Internet Explorer software.
Rollout of new XP desktops and laptops.
Created and updated a spreadsheet used to analyze the distribution of accruals. (release, general and admin) by the teams within the IT Dept.
Installed, upgraded, configured and ordered new computers, software, cables printers, memory, modems storage peripherals and other computer related supplies for all offices.

Confidential

PC Technical Specialst/AS400 Operator

Help Desk Coordinator - 5 years
AS/400 Computer Operator - 10 years
As a help desk expert, responded to all user issues with quick resolutions.
Wide ranging experience in system administration, including system maintenance, workstation support, Internet connectivity, security services, load monitoring and back-up procedures.
Extensive working knowledge of operating systems, WIN95, NT 2000 and XP and platforms to include LANs, software and hardware, programming techniques and database technologies.
Member server and print server administration; Citrix ICA installation and administration.
Administer preventative maintenance to all hardware (PC?s, printers, etc)
Help desk support for entire organization including outer offices.
Hardware updates to PCs such as CPU?s, RAM, Expansion boards, NIC cards.