Project Lead | Desktop Analyst Resume - Hire IT People

TECHNICAL SKILLS:

Windows Server, Microsoft Windows 7/10 - Install, Setup, Configure, Troubleshoot
MacOS Sierra, High Sierra, Mojave - Install, Setup, Configure, Troubleshoot
Printer/Copiers - HP, Xerox WorkCentre; Setup/connect, troubleshoot
PowerShell - Exchange management, Active Directory reporting, Mass change
ServiceNow ticketing system - create, update, edit, research and close tickets
ZenDesk - create, update, edit, research, close, tickets; create macros, views, templates;
Centrify - Manage Admin password, check in, check out, update
Okta Admin - manage, report
Office 365 - Troubleshoot user issues, manage licenses
Microsoft Office 365 Pro - Outlook, Excel, PowerPoint
Active Directory - Manage users, computers, groups, reports
Exchange Exchange Control Panel (ECP) - Manage/create mailboxes, distribution groups, shared mailboxes, manage mobile devices
Citrix Access Management, Telecom, Avaya Site Administrator, Cisco
Application Account management; CRM, Salesforce, Portfolio Management, Trade and Real Estate, CDO, VPN Support, TCP/IP, DNS, DHCP, Wi-Fi support
End user experience enhancement, tailored, long term solutions, partnered solutions, full satisfaction support, encouraged feedback, workflow and process improvement, SOP and documentation, Root Cause Analysis
End user support for desktops, laptops, printers, monitors, UPS’s, phones, wireless headsets, web cameras, mobile devices, Procurement, Troubleshoot, RMA, Repair, Lifecycle management, e-waste, internal operations and facilities management, Asset management
Remote/Onsite End User support, Developer Support, VIP, Front and Back Office Support
Desktop management, software installs, troubleshooting, update, repair, data migration
Windows Server, SCCM, Windows 7/10, Mac OSX, MS Office 2010/13/16, MS Outlook, Office 365, Adobe, Java, Web Applications, Chrome, IE, Edge

PROFESSIONAL EXPERIENCE:

Confidential

Project Lead | Desktop Analyst

Responsibilities:

Asset Management Project Lead - schedule, coordinate and design asset management procedures including how to documentation, Executive and general end user support, Walkups
General support, password resets, troubleshoot network connectivity, desk setups
Image PCs using MDT, Image Macs via JAMF
Create end user accounts via Active Directory, Create Exchange admin, Okta verify admin

Confidential F

Desktop Analyst | Executive Support

Responsibilities:

troubleshoot log in issues, new user issues, Wi-Fi, email configurationmobile device, computer setup, Persistent Account Lockouts - troubleshoot and eliminate
Wi-Fi, troubleshoot network ports at end users location, Activate Ports, Setup Network Printers, Reserve IP Addresses
Create Images, Image Desktops and Laptops
Image Macs via JAMF Pro - Enroll, Deploy MacDefaults, Upgrade OS
Lenovo laptops and desktop HP laptops and desktops, MacBook Pro, MacBook Air, iMac 27”

Confidential

Specialist IT Support / Executive and VIP Support

Responsibilities:

support, troubleshoot, escalations, full PC and Mac support including Windows 7, Windows 10 and MacOS High Sierra, Mojave, iOS and Android, ActiveSync support, Exchange ECP - create/edit mailboxes, contacts, distribution groups. Active Directory create/edit user accounts, edit attributes, and manage groups, password set and reset. High touch, white glove service; at times visiting executive homes for home office setup.
Printer support.
Desktop and Laptop hardware support, monitors, keyboard, mice, hard drives and peripherals, scanners.

Confidential

Desktop Analyst / VIP and Escalations Support / Triage, Team Lead

Responsibilities:

VIP end user support, escalations, full desktop Windows 10 and Mac Sierra 10.12 support, iOS and Android, ActiveSync support, Exchange admin - create/edit mailboxes, contacts, distribution groups.
Active Directory - create/edit user accounts, edit attributes, and manage groups, password set and reset.
High touch, white glove service; at times visiting executive homes for home office setup. Printer support - HP, RICOH, Xerox.
Desktop and Laptop hardware support, monitors, keyboard, mice, hard drives and peripherals, scanners, check scanners, check printer.

Confidential

Desktop Analyst

Responsibilities:

VIP end user support fast pace formal environment, 50 incidents/day
Full-Service Technology Support, software and hardware break fix analysis, Junior Administrative user account and IT asset management, Systems Asset Management Lifecycle, ActiveSync and Exchange mobile device management and support, Disaster Recovery project management and support, ServiceNow ticketing system
Assess a team of 20 technicians, various skill levels
Interview Genpact candidates to assess communication skills, articulation
Training; tools and account creation for various applications (Active Directory, Exchange mailbox creation, CRM, Salesforce, LMS, CDO Suite)
Introduction in the use of Service Now and technical tools, Active Directory, SCCM, GoToAssist
Host Mock calls of varying customer skill levels and temperaments
Manage pilot offshore team

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