DESKTOP SUPPORT ANALYST Resume

SUMMARY:

A dynamic and self - motivated IT Support Technician/Specialist/Engineer, result-oriented, Customer care professional with 3 years in the IT industry. Aspiring for a bright and challenging career in the field of Information Technology, which would enable me to upgrade myself with emerging trends and technologies.

SKILLS AND COMPETENCES:

Computer hardware repairs, software installations, network troubleshooting, experience with Microsoft windows and office suite, ticketing systems like JIRA and Service now.

PROFESSIONAL EXPERIENCE:

DESKTOP SUPPORT ANALYST

Confidential

Responsibilities:

Users Administration/Active directory users and office 365
Set up cubicles for new users, Avaya hard and soft phones.
Troubleshooting,Network,storage and applications.
Installed and configure VPN connection for remote users (Sonic wall and Confidential connect )
Perform system upgrade with Desktop Central.
Resolved incidents with Service now and Service desk plus.
System backup with Appassure Rapid Recovery.
Log Annalyzing with Event Log analyzer.
Spam filtration with Appriver
Opmanager for monitoring.

Help Desk

Confidential, VA

Responsibilities:

Support and participate in execution of the operations and management of a group of Windows Operating Systems: Servers (2008 R2 and 2012 R2) and Workstations (Windows 7 and 10)
Support common applications such as Mozilla Firefox, Google Chrome, Antivirus, Remote Desktop, VoIP programs, Microsoft Office, and Adobe Creative Cloud
Network and local printer troubleshooting
Assisted users with networking connectivity issues, with tools like ping and Ipconfig
Troubleshoot storage, and applications
Troubleshoot and resolved hard and soft phone issues { Confidential }
Created SOP, s for various tasks completed and issues resolved
Attended production meetings with senior system administrators and engineers
Prepared outage and weekly reports
Resolved incidents using JIRA

Client Technical Support Associate

Confidential, College park, MD

Responsibilities:

Work in cooperation with the current contractors as well as other staff.
Answer Service Desk calls and log each call into the IT Service Desk system.
Review call history, assess the problem, resolve the problems, and document in the IT Service Desk system.
Set up new workstations and printers to access the network.
Deploy new state procured equipment and software to the existing network.
Create/restore workstation images.
Troubleshoot workstation network connectivity issues
Troubleshoot issues regarding all hardware and software stated above.
Install software/hardware on workstations.
Resolve incidents with service now

Technical support technician

Confidential, Burtonsville

Responsibilities:

Created Users accounts in office 365
Created local accounts for users in the active directory
Reset user’s passwords for both Microsoft and domain accounts
Installed and configured software for users
Assisted users with networking connectivity issues, with tools like ping and Ipconfig
Troubleshoot storage, and applications
Troubleshoot and resolved hard and soft phone issues { Confidential }
Created SOP, s for various tasks completed and issues resolved
Diagnosed and resolved issues related to DNS, SSH, HTTP, DHCP and SNMP
Attended production meetings with senior system administrators and engineers
Prepared outage and weekly reports
Resolved incidents using JIRA

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