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It Help Desk Analyst Resume

KEY SKILLS AND KNOWLEDGE:

  • Windows Network and System Administration
  • I.T. Service Desk Operations
  • HW/SW Installation, Troubleshooting and Maintenance
  • Virtual Infrastructure Administration
  • Cloud Computing
  • Windows PowerShell (>1)
  • Microsoft Windows Server NT/ 2000/2003/2008 (3)
  • Microsoft Windows 2000/XP/Vista/7/10 (8)
  • VMware vSphere4.1, ESX 3.5, ESXi 4/5, Workstation 8 (3)
  • MS Office 365 and SharePoint Online (4)
  • Amazon Web Services - EC2, VPC (2)
  • BackTrack-Linux (2)
  • Ubuntu (>1)
  • CentOS (>1)
  • ScreenConnect(>1)
  • MS SQL 2000/2005 (>1)
  • MS Office (6)
  • Windows Software Update Services (2)
  • Symantec Backup Exec (1)
  • McAfee ePO Server 4.5 (2)
  • McAfee VSE 8.x (2)
  • Nessus (1)
  • Wireshark (1)
  • Cipher Cloud (1)
  • SysAid IT Helpdesk (4)
  • MozyPro Backup (1)
  • ConnectWise (1)
  • Serviec Now (>1)
  • Dell PowerEdge Servers (3)
  • Dell PowerConnect 6248 Switch (2)
  • Dell Optiplex, Vostro, Dimension, Latitude, Inspiron Computers (4)
  • WatchGuard XTM 520 Firewall (2)
  • SAVIN Copier (4)
  • Wyse Thin Client (3)

EMPLOYMENT HISTORY:

IT Help Desk Analyst

Confidential

Responsibilities:

  • Support customers on the phone and via emails taking customer calls and responding to e-mail inquiries throughout shift.
  • Trouble-shooting and diagnosis of technical issues.
  • Maintaining objectivity in effective problem resolution.
  • Escalating problems to Level II and supervisor based on department operations and procedures as necessary.
  • Handling all incoming technical support problems using Remedy's ticketing system and other systems as required
  • Assisting with the processing of customer software order
  • Assisting in the deployment of remote users via Citrix

It Consultant

Confidential

Responsibilities:

  • Provided the highest level of IT support to current and potential clients
  • Installed and configure Microsoft Operating system to client workstations
  • Utilized ConnectWise to provide customer with timely support.
  • Took lead in all walk-in customer It requests
  • Assisted in the managing of Screen Connect accounts
  • Performed weekly Onsite visits for customers
  • Ensured all workstations were patched and had required updates

IT Consultant

Confidential

Responsibilities:

  • Created and manage virtual desktop environments using Cloud Workspace
  • Provided professional IT support for the all customers
  • Maintained the patching and backups for client’s workstations
  • Managed user accounts for cloud applications (Office 365)
  • Assisted in Office 365 Migrations
  • Installed and configured Microsoft Operating system to client workstations
  • Provided onsite technical support for customers
  • Created standard operating procedures for new methods that were implemented
  • Provided timely support to all requested that were sent in the ConnectWise ticketing system.
  • Assisted in the troubleshooting of various operating systems (windows XP to 10)

System Administrator

Confidential

Responsibilities:

  • Creates and Manages user accounts using Active Directory on Windows Server 2003-2012
  • Maintained Virtual Infrastructure using Vmware's VSphere
  • Administered cloud-based MS Exchange server (Office 365)
  • Created and updates IT standard operating procedures
  • Created and deploys standard Windows XP/Vista/7/8 Images using Clonezilla
  • Trouble shoots issues regarding web, application and file servers on Windows Server 2003-2012
  • Managed IT Service desk requests using SysAid 8.X
  • Provided timely and professional IT support for the all internal customers
  • Ensured the delivery of Windows, antivirus and other software patches and security updates
  • Performed hardware inventory and decommissions obsolete equipment
  • Assisted in virtualizing and decommissioning old servers
  • Troubleshoots and configures VoIP phones and telephony system features
  • Collaborated with HR to ensure the smooth deployment of new hires
  • Installed, configured, maintained and supported MS Windows and Linux operating systems in physical or virtual/cloud infrastructures for corporate production and development networks.
  • Managed user and computer accounts in local directory servers and remote/cloud-based software systems.
  • Provided support for network and desktop printers, scanners, and fax machines
  • Provided data and support for cost-benefit analyses of IT purchases

Confidential

Sales Associate

Responsibilities:

  • Completed sales functions in compliance with established policies and procedures and in a professional and courteous manner
  • Maintained a high level of customer service by ensuring that merchandising/recovery is completed and that register and customer service area is processing customers in a timely manner
  • Assisted with the presentation of window displays, promotional presentations, and sales programs as assigned.

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