Desktop Support Analyst Resume
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Alpharetta, GA
APPLICATIONS AND TASKS:
- Microsoft Office 2007 - 2016, Windows 7-10
- Windows 10 integration, settings, upgrades, and profile building
- Active Directory: Unlocking, resetting, and updating accounts, creating new users and deleting users, and password resets
- MDM programs and mobile phone troubleshooting- iPhone and Android OS
- Registry Editing- Office loadout issues, deleting problematic keys, creating/editing/deleting registry keys, and running batch fixes
- Document processing: numbering, templates, add-ins, PDF editing, repairing and creation
- RSA SecurID token setup/deployment/ emergency access & troubleshooting access errors
- Citrix XenApp, Cisco Any Connect, VMWare, RDP, GoToAssist, LogMeIn, Bomgar, VNC, Proxy Pro Master (usage, troubleshooting, server errors),
- Remedy/Salesforce Now, ServiceNow, and IQTrack Essentials ticketing systems experience
- Networking: Internet connectivity, website errors, and domain resolution; DNS and router errors, WLAN, WAN, Intranets, Wi-Fi, including domain and server room management
- Document Management Systems: FileSite, Worksite, iManage, NetDocuments, Worldox, & eDocs
- SCCM software and applications admin management
- HDD reimaging and workgroup/domain registration, Maas360 admin access
- Microsoft SQL client/server configuration, management, and creation
- Microsoft Dynamics 365
- DEXIS XRAY dental software and Imaging suite management
EXPERIENCE
Confidential, Alpharetta, GA
Desktop Support Analyst
Responsibilities:
- Utilized Bomgar to provide remote support for dental offices
- Documented session notes and complaints in Microsoft Dynamics 365
- Troubleshot and diagnosed software and hardware issues with proprietary software DEXIS Suite
- Leveraged Quickbase as a KnowledgeBase tool for ticket documentation and troubleshooting guidelines
- Created RMA tickets for hardware replacement
- Performed basic networking issues, garnering entry-level server room experience
- Accessed 77qtMicrosoft SQL to create and manage client/server configurations between the DEXIS databases, software, and hardware
Confidential, Atlanta, GA
IT Support Analyst
Responsibilities:
- Primarily utilized TeamViewer to provide Windows 2007-2010 support, and on-site support
- Active Directory Admin: changed/added/removed rights for new and current users
- Troubleshot and diagnosed VPN connectivity issues for financial systems utilizing FISERV
- Microsoft Access database management, created lists to amplify ease of creating informative reports
- Resolved Office issues/connectivity errors, including- but not limited to- intermittent Outlook disconnections, Office account expiry issues, corrupt accounts, & data input issues
- Performed basic networking issues, garnering entry-level server room experience
- Utilized RDP to access network drives, which supported installations, test machines, and system-wide updates
Confidential, Norcross, GA
Mobile Support Analyst
Responsibilities:
- Utilized MDM programs AirWatch, MobileIron, & Maas360
- Assisted users with setup and deployment of mobile scanning devices
- Liaised with Verizon Wireless to verify, activate, and/or suspend user's services or add/remove international service
- Created warranty replacement orders for defective devices with hardware & software issues
- Maintained records in ServiceNow of data communication transactions, problems, and remedial actions taken
Confidential, Atlanta, GA
Service Desk Analyst
Responsibilities:
- Created and removed user accounts in the Active Directory
- Generated new entries in MSE and removed Microsoft Exchange Server email accounts
- Troubleshot and diagnosed VPN, VDI, Citrix, and other remote systems connectivity issues
- Successfully utilized administrative access with GDocs and all security access needs
- Effectively executed, implemented, and fixed Office issues/connectivity errors
Confidential, Atlanta, GA
Service Desk Analyst
Responsibilities:
- Created and managed a workflow that allowed me to work seamlessly with 3 dozen firms
- Resolved issues with MS Office, document formatting, and document management systems
- Troubleshot and diagnosed VPN, VDI, Citrix, and other remote systems connectivity issues
- Completed Emergency Escalations training, Microsoft Office Master Certification, and started Mentor training
- Implemented basic registry fixes, some manually and most with automatic fixes
- Troubleshot iPhone, iPad, Android connectivity issues
Confidential, Atlanta, GA
Technical Support Representative
Responsibilities:
- Remotely performed PC tune-ups, virus/malware removal scans, system diagnostics, and internet/email connectivity issues
- Escalated and dispatched higher-level troubleshooting to Tier 2
- Utilized programs Breeze, LogMeIn Rescue Technician Console, & Agent Workbench
Confidential, Bartlett, TN
Technical Support Representative (Hardware)
Responsibilities:
- Utilized solution-based scripts to troubleshoot customers' affected issues,
- Diagnosed and resolved technical hardware issues,
- Operated programs SAP, CRM, Solution Database (SDB), & Aspect,
- Effectively communicated with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict,
- Handled financial transactions, processing credit card information and administering warranty exchange/service request options & procedures,
- Managed office equipment (fax, copy, and scan machines), from troubleshooting to adjusting settings
- Produced and generated quality, warranty, and handling percentage reports for co-workers
- Maintained an average quality rating of 95% and above