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Desktop Support Analyst Resume

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Sterling, VA

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SUMMARY:

Diligent technical support specialist with 3+ years of experience supporting federal agencies. Current University student completing a degree in cybersecurity. Pursuing an entry level cybersecurity role where I can apply my technical support experience and university knowledge, to help secure an organization and enhance my career.

TECHNICAL SKILLS:

Operating Systems: Windows 10/8/7/ Vista, Mac OS, Android, iOS.

Application Software: Active Directory, MS Office 2016 / 2013 /2010 , MS Outlook, Symantec Endpoint Protection, Microsoft Remote Desktop, McAfee EPO Orchestrator, Bomgar, Google applications, LifeSize AV.

Hardware: HP, IBM, Lenovo, Dell Desktops and Laptops, Network printers, Cisco VoIP phones.

Networking: TCP/IP, DHCP, DNS, FTP, hubs, routers, cabling, SNMP, SMTP, POP3, NAT, VPN, VLAN, understanding of OSI model layers.

WORK EXPERIENCE:

Confidential, Sterling, VA

Desktop Support Analyst

Responsibilities:

  • Diagnose, analyze, and resolve hardware and software issues, software installation, hardware installation, and network troubleshooting - both remotely and onsite.
  • Monitor ticket queues using ServiceNow, respond to user requests for support, document solutions and meet Service Level Agreements (SLA) goals of various customer needs.
  • Manage Hardware Asset Table and ensure all IT system assets are accounted for.
  • Update and Maintain technical documentation for future contract needs.
  • Administered McAfee EPO Orchestrator and ensured all Laptop Workstations in the environment were encrypted. Isolate compromised user workstations, remove malware, run full AV scans, and redeploy machines back into the infrastructure once secured.

Confidential, Arlington, VA

Helpdesk Technician

Responsibilities:

  • Receive user phone calls for support on technical issues and provide resolutions.
  • Plan, coordinate and implement computer security, including data protection, back-ups, and data recovery.
  • Maintain and support Windows OS systems, Hardware drivers, security patches through BigFix and utilize all business partners in Escalating point for user workstation issues and end user tickets.
  • Provide user base instruction on Laptop, Desktop, Conference room equipment, and all technical aspects of the organization.
  • Enrolled and instructed users in usage and implementation of Safenet tokens for user authentication and access.
  • Provide remote user support through Windows Remote Desktop Connection and Bomgar.

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