Sr. Technical Support Analyst Resume

PROFESSIONAL EXPERIENCE

Sr. Technical Support Analyst

Confidential

Responsibilities:

Images, installs, troubleshoots, diagnoses, and repairs PC and Mac hardware and software.
Installs, upgrades, and replaces computer parts.
Troubleshoots effectively based on learned knowledge.
Uses helpdesk ticketing system to track and document work.
Connects networked printers.
Works collaboratively with other IT teams (network services, systems management and/or applications development) to correctly identify and address problems, and restore service.
Identifies and reports network connectivity issues.
Updates equipment inventory.
Coordinates with vendors for hardware warranty repairs.
Provides basic training on the use of equipment, standard software, and peripherals.
Updates internal support documentation.
Provides troubleshooting and support for other enterprise systems as assigned.
Prioritizes and manages works, escalating to supervisors as needed.
Actively keeps current with IT developments by reading, contacting colleagues, attending webinars, and other methods.

PC Analyst/Help Desk Refresh

Confidential

Responsibilities:

Diagnose, install, and repair computer equipment.
Support PCs and Macs.
Provide customer support when needed.
Support Apple and Android mobile devices.
Articulate problems and resolutions to both technical and non - technical end users.
Image dell laptops and desktops for pc refresh.
Take inventory of users pc’s.
Learn to use BMC Service Desk Express ticketing system.

Windows and Apple Mac Support Engineer- Team Lead

Confidential

Responsibilities:

Site Coordinator/ Help Desk

Confidential

Responsibilities:

Manage Paige ticketing system.
Monitor technicians tickets and make sure issues are resolved in a timely manner.
Manage and distribute hotspots, pc’s, macs and parts needed.
Assist user in setting up video meetings.
Responsible for performing a wide array of onsite problem determination and resolution processes of PC and Apple desktop hardware and software by means of hardware maintenance, repairs, software installations and general configurations and support.
Have the knowledge of support procedures for many applications including PCs, Apple Macintosh, laptops, office phones, and mobile devices and will be required to not only perform IMAC activities, but work with a deskside team of professionals in order to provide the client with optimal business results.
Install new / rebuild existing PC’s and Macs configure hardware, peripherals, services, settings, directories, storage, among others.
Perform daily system monitoring, verifying the integrity and availability of all hardware.
Perform Installs, Moves, Adds and Change (IMAC) activities, as well as data backup and restorations.