Helpdesk Analyst Resume

PROFESSIONAL EXPERIENCE

Confidential

Helpdesk Analyst

Responsibilities:

Maintain IT systems including workstations, peripherals, scanners, laptops, and printers.
Ensure complete resolution of any Service Desk contacts; document actions taken, give needed guidance and/or training to customers to prevent recurrences; and assist Service Desk specialists in resolving complex problems.
Articulate instructions in a chat or phone session to assist customers.
Open and monitor status of trouble tickets and add pertinent information to the trouble ticketing system (KISAM) to include steps leading to resolution.
Perform network functions such as but not limited to, verifying network connectivity, verifying IP addresses, connecting to the customer’s system remotely (Bomgar, Skype, RDC), add/remove systems from the domain, lock and unlock user domain accounts.
Provide telephone customer support as required and adhere to an average handle time of 20 minutes.

Confidential

Service Delivery Specialists

Responsibilities:

Provided Confidential Field Engineers with technical assistance and dispatch documentation for quality assurance.
Supported Field Engineers through test, turn - up and configuration of network equipment.
Provided guidance and remote support to ensure successful dispatch.
Logged Field Engineers onsite progression to assure quality completion and documentation for the client.
Worked in a highly-collaborative team environment.

Confidential

IT Support Specialist

Responsibilities:

Responsible for all the day to day management of the IT production systems for three buildings.
Provide (Remote Desktop Connection/LogMeIn) remote assistance to offsite users.
Manage services critical to all user’s IT systems; such as Active Directory, MS Exchange, Print Servers, UPS, VPN, Wi-Fi, McAfee/Sophos encryption/decryption, Smartphones, Multi-function printers, VM Ware, Citrix and PBX phone systems.
Manage asset assignment, recovery, and distribution.
Build out of desktops and laptops and deploy to users
Proficiency with Microsoft Office Suite (O365) (Word, Excel, PowerPoint, Outlook, Skype)
Proficiency with Windows 10 and all previous Windows operating systems.
Work in consultative manner with CIO and VP’s as an advisor of technologies that will help improve the IT infrastructures efficiency and effectiveness.
Work with vendors to troubleshoot and resolve any IT issue that are warrantied, under service contract or that could not be resolved in house.
Assist partner clients with setup of FTP/SFTP connections.
Assist system Administrator with server build outs and configuration, troubleshoot and maintain switches, firewalls, routers and virtual environment.
In charge of daily and weekly backups (Net Vault).

Confidential

Deskside Support

Responsibilities:

Assist clients with the installation, configuration, and ongoing usability of desktop computers, laptops, tablet pc’s, apple devices, peripheral equipment and software within established standards and guidelines.
Provide remote/onsite support for any software issue user is experiencing.
Diagnose and repair a variety of printers, plotters and specialized peripherals.
Image new or failing computers using SCCM, deploy refreshes, and assist with relocation requests.
Resolve technical problems with computing equipment and software configurations on LAN/WAN.
Support and maintain user account information including rights, security and systems groups using AD.
Setup and assisted with VPN remote support services for telework/home users.
Interacted with numerous computer platforms in a multi-layered client server environment.
Ensured computers interconnect seamlessly with diverse systems including encryption servers, application associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems.
Asset/ Inventory Management.
Encrypt / Decrypt and perform data recovery on failed hard drives, as well as data backup and restore.
Assist with troubleshooting issues with user’s air cards and wireless issues.
Contact computer manufacturer for warranty onsite or depot repair.
Identify, analyze, and repair product failures, order and replace parts as needed.
Update and resolve trouble tickets as their assigned in the Remedy ticketing system.
Subject matter expert for PC tablets, deployments, training, functionality testing, diagnoses and fixes.
Apple iPhone/Ipad setup and deployments.

Confidential

Helpdesk Analyst

Responsibilities:

Resolve hardware failures by troubleshooting equipment, reconfiguring hardware or replacing if necessary.
Pinpoint any failure related to DSL/ADSL/IDSL circuits going down and follow-up with ISP (WAN) service provider.
Troubleshoot POS equipment, routers, switches, SANs, patch panels, UPS’s, Wi-Fi and 56K modems for failures.
Assist with failovers from persistent WAN connection to a backup 56K modem.
Local onsite support to metro Atlanta Confidential restaurants if phone resolution failed.

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