Senior IT Support Analyst/Jr. Windows Admin Resume Rancho Bernardo, CA - Hire IT People

SUMMARY:

Adept at articulating complex technical concepts to novice and experienced users globally while providing superb customer service
Exceptional adaptability for learning new software and technologies
Trained new staff on procedures for systems and applications
Generated manuals/FAQs

TECHNOLOGY SUMMARY:

EXPERIENCE:

Confidential, Rancho Bernardo, CA

Senior IT Support Analyst/Jr. Windows Admin

Responsibilities:

Team leader in Department in assisting users with application/network issues without a lot of downtime via walk - ins, phone, email/chat and remotely - Service Now ticketing system
Performed admin duties (folder permissions/group membership/assigned admin rights); Setup guest wireless accounts, configured Android/iPhone for Confidential corporate wifi/email access with O365; Troubleshot Cisco VPN issues and configured new hire laptops when needed
Migrated engineering laptops from Windows 7 to Windows 10, assisted with IAM requests
Worked closely with SCCM Engineers during application deployment via Novell iManager to Software Center - Tested images and applications with SCCM Engineers
Performed RSA SecurID admin duties (assigned/configured software-hardware tokens via RSA 2FA); Responsible for supporting server team in resolving Citrix VM/SSL VPN connection issues - assigned group membership profiles in Active Directory for remote engineers

Confidential, Houston, TX

L2 Systems Support Analyst

Responsibilities:

Migrated users to Windows 7 via re-imaging with Ghost/Altiris deployment
Setup/troubleshot errors with encryption software on workstations and laptops for medical staff as assigned in Altiris ticketing system;
Android/iPhone, Android/iPad Tablets were configured for wireless/network connectivity for staff/faculty

Confidential, Encino, CA

Desktop Support Administrator

Responsibilities:

Installed, maintained and configured Dell workstations, laptops running Windows XP/7 in addition to hardware maintenance/asset inventory
Resolved computer issues with expediency, tested applications before roll-outs
Utilized Active Directory to manage user accounts/domain/group access

Confidential, Sunnyvale, CA

L2 Systems Support Analyst

Responsibilities:

Provided desk-side and remote support on Windows 2000, XP environments for 2,000+ users on Dell/HP platforms
Imaged and setup new/old computers as well as participation in migration projects
Worked with licensing team for approval to install applications via service requests

Confidential, New Orleans, LA

Desktop Support Analyst/Web Content Editor/Jr. Blackboard Learning Administrator

Responsibilities:

Converted printed library archives to online formats (Dreamweaver); 100% desktop support
Enrolled students in Blackboard Learning System; Performed Blackboard Admin duties