It Help Desk Analyst Resume
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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.