Desktop Support Analyst II/III Resume Ashburn, VA - Hire IT People

SUMMARY

Over twenty eight years of experience in computer Software, Hardware, Networking, Telephony and Project Management in various Information Technology environments.
Proven expertise in customer service, supporting and troubleshooting hardware, software, office moves, preventive maintenance, break/fix, imaging and networking issues.
IT related Team leadership, group and project Supervision.
Setting up shop benches and mobile repair facilities, maintaining Inventory and parts departments, and writing technical documentation.
Excellent disposition and solid history of delivering outstanding customer service with a genuine commitment to quality and customer satisfaction.

TECHNICAL SKILLS

Hardware and Architecture: Confidential Desktops and Laptops, Confidential Laptops, Confidential Desktops, Lenovo Laptops, HP Desktops, Modems, Network Cards, Mother Boards, Cisco and 3com Routers, Hubs, Switches, UPS systems, HP Printers, Scanners, Cisco, Mitel, Nortel and Yealink Phone Systems, Meridian Voice Mail, Cisco, Polycom & Tandberg Video Conferencing. Blackberry BES

Operating Systems: DOS, Windows 3.1 through 10

Software: Windows7/10 imaging (Ghost/SCCM), Asset management applications within (ServiceNow and Remedy), MS Office Suites 9X/365, Outlook, Symantec Ghost, Active Directory, Novell 4.1, Lotus Notes, Remote Desktop, SMS, Track - IT, Visio, MS Project, Great Plains, Service-Now, Connectwise, Quintas Helpdesk software’s, TightVNC, Cisco VPN, Go To Assist, GQL, PeopleSoft, Norton inventory software and Switchview.

PROFESSIONAL EXPERIENCE

Desktop Support Analyst II/III

Confidential, Ashburn, VA

Responsibilities:

Confidential laptop, desktop Mac books/iMac imaging and repair (Windows 7/10 & OS X)
Remote & VPN Support
Conference Room Support

Desktop Support

Confidential, Germantown, MD

Responsibilities:

Laptop, Desktop/Cell Phone Support & Upgrades
Lenovo Laptops and Desktops, Yealink Desk Phones
Remote & VPN Support, Android Cell Phone Setup
Conference Room Support

Sr Desktop Support Analyst - Executive Support

Confidential, Rockville, MD

Responsibilities:

Laptop, Desk/Cell Phone Support & Upgrades, using Service Now.
Confidential Laptops and Desktops, Cisco desk Phones & call manager, Confidential, Confidential Cell phones.
Remote & VPN Support, RSA Administration, Confidential and Android Cell Phone Setup with BES Administration.
Cisco Phone, Conference Room Support

Sr Desktop Support Analyst/ Project Management

Confidential, Washington, DC

Responsibilities:

Led a team of 3 Senior technicians, installed new software releases and system upgrades, evaluated, installed patches and resolved software related problems.
Used Remedy Integration of hardware and software solutions into the operating system.
Maintained system configuration to ensure data integrity, and monitored the performance of systems.
Communicated effectively, both verbally and in writing with team, customers and management.
Performed work within set services levels and with minimal supervision

Sr Desktop Support Analyst

Confidential, Germantown, MD

Responsibilities:

I led a team of three technicians with management being offsite, supported over 1000 users; 450+ onsite and 600+ remotely to over 7 out of state sites and performed office moves, new hire installs.
Performed preventive maintenance, break fix, imaging and communicated effectively with clients, with an appropriate use of phone and email correspondence.
Maintained the highest level of customer satisfaction.
Trained computer operators and users.
Managed inventory and performed site refreshes on a global scale.

Site Lead/PC/Network Support Analyst - IT Building Representative

Confidential, Germantown, MD

Responsibilities:

Provided network support services for 350+ users and 3 labs regarding Voice (Nortel, Meridian), Data (Cisco 2600, 5000/5500/6500, PIX), Tandberg Video Conferencing setup and support (1000/2500) and provided backup PC support; preventive maintenance, break/fix, imaging on HP, Confidential, Confidential PCs and laptops, HP printers. 3.1/95/98/NT/2000/XP/Novell/Notes/MS Office/Cisco/Switch view.
Contracted to provide IT HW/SW building support services for 500+ users on HP, Confidential, Confidential and Confidential PCs and laptops, and HP printers.
95/98/NT/2000/Novell/Notes/MS Office/Vantive/SAP software.
Led a team of 4 pc installers and 2 HW break fix techs.
Responsible for the coordination and work load distribution between SUN installs, PC installs, PC upgrades and HW maintenance ($5million PC BID and HW maintenance contract).
Trained new employees on all processes and systems.

PC Technician

Confidential, Gaithersburg, MD

Responsibilities:

Performed in-house maintenance and configuration, preventive maintenance, break/fix, on-site installation and repair services for IBM, Confidential, and Confidential, Confidential and Mac computers and printers.

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Desktop Support Analyst Ii/iii Resume

Ashburn, VA

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