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Desktop Support Analyst Resume

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

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