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Desktop Support Analyst Resume

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Boca Raton, FL

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SUMMARY:

Eight years of experience in telecommunications and application/deskside support. Working knowledge of computer hardware, operating systems and networking. Ability to quickly learn and master new technology. Proficient in ticketing software, programming languages, customer support, desktop support, triaging issues and escalations. I educate end users on how to mesh well with current technologies and explain complex terms to help prevent repeating issues.

TECHNOLOGY STRENGTHS:

  • Install and configure Windows XP - 10, Server and Office XP-2016 on Confidential and Dell Machines
  • Proficient in Active Directory, Group Policy, Citrix, Remedy, O365, ConnectWise, ITGlue, Labtech, VMWare, Micollab, SonicWall, SalesForce, Sage, Quickbooks, Microsoft products, Automation
  • Provide hardware installation and maintenance on all end devices
  • Provide multilingual customer support using web based apps

EXPERIENCE:

Confidential - Boca Raton, FL

Desktop Support Analyst

Responsibilities:

  • Assisted in managing refresh project by decommissioning, imaging and distributing packaged hardware
  • Resolved escalated issues by using remote tools and central software depository
  • Mapped shared drives and printers by creating batch scripts and deploying them over Sharepoint site
  • Managed company inventory by using Excel spreadsheets, Sharepoint sites and barcode scanners
  • Maintained network policy by adding users to security groups and updating records
  • Saved company money by fixing legacy hardware issues without ordering new equipment

Confidential - Boca Raton, FL

Account Services Agent

Responsibilities:

  • Educated customers about cellular services by calculating phone bills and offering savings programs
  • Communicated to clients and support staff by monitoring and scheduling call backs through a CRM system
  • Provided customers technical expertise by troubleshooting device issues and internet access
  • Provided floor support to coworkers by assisting them with technical expertise
  • Upsold Apple and Sprint device packages by using internal network and company strategies
  • Achieved over 90% score in client compliance by using sales applications and customer surveys

Confidential - Deerfield Beach, FL

NOC Systems Engineer

Responsibilities:

  • Administered local and wide area networks by using Active Directory, Exchange and remote software
  • Presented excellent customer service by troubleshooting using cmd and Screen Connect
  • Resolved proprietary application issues by collaborating with vendors 
  • Secured networks by maintaining SonicWall and Watchguard firewalls
  • Managed users by using DNS, Group policy, Exchange and DHCP and the CA
  • Developed Ruby applications to facilitate customer response time
  • Completed as necessary by completing courses and maintaining HIPAA

Confidential - Fort Lauderdale, FL

Tier I Technician

Responsibilities:

  • Maintained client systems by troubleshooting Microsoft software on remote laptops
  • Facilitated new client entries by installing and updating Java software
  • Acted as a desktop support technician by maintaining workstation connectivity to in - house clients
  • Researched ways to facilitate customer communication by using C# software and Outlook
  • Tracked important equipment inventory records by using WASP

Confidential - Cary, NC

Help Desk Technician

Responsibilities:

  • Provided customer support in a call center for the Confidential by resolving computer issues
  • Managed workstations, printers, peripherals, and VOIP phones by using remote software
  • Maintained a 90% average call resolution rate for tier 1 by resolving most issues
  • Provided hands - on to new employees by showing them shortcuts to troubleshooting tools
  • Used HTML/CSS to develop a ticket creation template native to web browsers to facilitate ticket creation
  • Facilitate employee collaboration by writing documentation to be deployed to the SharePoint site

Confidential

Technical operations administrator

Responsibilities:

  • Provided support for company hardware and software systems by replacing old hardware
  • Solved cell phone issues related to firmware and UI by meeting with clients and giving them a tutorial
  • Integrated new d Confidential base for managing existing client accounts by migrating users using a browser
  • Saved the company 30% in outsourcing costs by developing billing software using VBA

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