Service Desk Manager Resume Atlanta, GA - Hire IT People

PROFESSIONAL EXPERIENCE

Confidential, Atlanta, GA

Service Desk Manager

Responsibilities:

Developed support process improvements that resulted in greater efficiencies
Created Service Level Agreements in partnership with cross functional business teams
Increased awareness of IT service outages and planned changes by globally revamping IT communication strategy
New user Setup/Disable Accounts in Active Directory,Exchange, Office 365 and Wins10 platform issues, network printer and phone problems(Fuse), OS upgrades, hardware, and software issues (Adobe Professional, Creative Cloud,Java) and other in - house program related issues.(Banner Web, RemedyForce,SalesForce Tigernet)
Prepared technical guides and trained employees and customers for service improvement
Provided escalation support for all service desk related needs
Coordinated replacement and recycling of all end of life equipment on a quarterly basis
LAN and WAN support
DNS and DHCP server issues (ex. reserving IP’s within DHCP scopes, creating Host names on the DNS server)
Layer 1 and Layer 2 Network Support

Confidential, Atlanta, GA

Technical Support Specialist

Responsibilities:

Primary contact for computer hardware, printer and application software issue.
Active Directory support and Administration(Group Policy, permissions, account provisioning)
Reconcile and update all computer hardware inventory.
Assisted end-users in using new and existing technology; provide on-board training for new hires.
Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues.(ex. Java, Adobe, Mac OS,Windows 7,10)
Troubleshooting Layer one network issues (detecting, tracing, identifying, and fixing network connectivity issues)
Monitor, log and track all phases of help desk support.
Resolve tenancy technical issues and monitor Office 365 systems.

Confidential, Atlanta, GA

Sr. IT Support Specialist

Responsibilities:

Administers Company standards and policies with respect to the implementation and operation of the Company’s technical infrastructure.
Install, analyzes and troubleshoots as necessary desktops, laptops, mobile devices, printers, monitors, routers, VPN, and switches in assigned offices.
Evaluate new computer hardware and software and processes in regional environment working in conjunction with other IT staff.
Setup assigned offices on a LAN/WAN connection as directed by the network teams.
Provides second level technical support; and provides status reports on regional trends and activity.
Perform monthly Security Group Audits and User Audits
Responds to Windows OS, Microsoft Outlook, and other supported software problems.
Works with Technical Asset staff to maintain current inventory of all equipment within assigned office(s).
Setup and Manage Vonage Phone system.
Create and document knowledge solutions for Support database.
Creating/deleting users in Active Directory
Perform administrative duties for Active Directory (setup/grant access to security and distribution groups).
Document tickets using the Service Desk ticketing systems. (ManageEngine)
Perform week /daily data backups with data tapes and data retrieval.(Symantec Backup Exec15)
Imaged/Reimaged desktops and laptops with the company build.
Assigned user accounts in Active Directory and File Shares, and granted permissions to shared resources.
Create Security groups and Distribution groups as needed.
Assign Security badges using Facility Commander Software for building and floor access.
Manage and Setup Email accounts using Microsoft Exchange 2013.
Setup corporate conference meetings, using Bluejeans video conferencing software

Confidential, Atlanta, GA

Service Desk Analyst

Responsibilities:

Provide first line technical support and customer service support to clients
Logs all help desk calls or email requests into Problem Reporting System(ManageEngine)
Provide first level technical support of the Local Area Network (LAN) and Wide Area Network (WAN) environments
Installed software and hardware, peripheral equipment(ishare,jabber,digiplayer,bomgar)
Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
Works with members of the desktop/network teams and other workgroups within IT on projects and initiatives as needed.
Configure\Setup Scanning Stations,Printers, PC’s,MAC’s, Laptops, and Zero Clients
Installed, Troubleshoot and Maintained VDI(VMWare)and VPN(Cisco AnyConnect)
Migrated approximately 300-400 users from Windows XP desktop to Windows 7 desktop and upgrade VMware View Client 4.6 to VMware 5.4 Horizon View Client
Add and removed users, reset passwords, created profile paths, assign users to groups/and privileges

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Service Desk Manager Resume

Atlanta, GA

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