Desktop Support Analyst Resume

TECHNICAL SKILLS

Platforms: Windows 2000/XP/Vista/7/10. Windows Server 2000/2003/2008 /2012. MAC OS X

Software: Active Directory, Office 365, Microsoft Exchange 2007/2010, Backup Exec/NetBackup/Endpoint Protection, Microsoft Office, SCCM, Cisco Unified/Call Manager/Telepresence

PROFESSIONAL EXPERIENCE

Confidential

Desktop Support Analyst

Responsibilities:

Providing support to desktop and notebook systems, hardware and customer related services.
Troubleshooting problems of staff and resolves operating problems involving hardware, systems software, and applications software. Troubleshooting a variety of symptoms in order to diagnose the actual problem.
Quickly assessing situations and providing solutions for remote access issues.
Maintaining an inventory of hardware. Providing relocation of PC systems as needed.
Meeting and coordinating with other local Technology department members on product installation, training, and support.
Assisting with technical administration tools: SCCM, Active Directory, Exchange Admin Center, Cisco Call Manager and Printers.
Setting up conference room to use technology services (e.g. presentations, network connections, and audio/visual).
Performing complex maintenance on PC equipment such as computers, notebook computers, printers, and auto - switches.
Patching connections in Server Room and LAN closets.
Providing end-user support by answering a support line and Outlook mailbox. Tracking help calls and solutions by creating Help Desk tickets, and notifying team members when taking an open request and when request is completed.

Confidential

Technical Support Specialist

Responsibilities:

Provide daily support, maintenance and administration of various systems such as: server backups and troubleshooting, checking error logs on domain controllers, replication, exchange servers, cloud services, patch testing and user provisioning, and the escalation or reporting of critical issues to senior administrators.
Maintain and support corporate information systems including networks, servers, email and messaging platforms, internal applications, Office365 implementations, and VoIP phone systems.
Project oversight of key technology initiatives, ensuring infrastructure is aligned with current and future business requirements.
Evaluate new systems and tools, provide analysis, and make recommendations for technologies and solutions to support business operations.
Troubleshoot and resolve hardware, software, or other network and system problems, and replace defective components when necessary.
Migrated all New York users from Windows 7 to Windows 10.
Configuring and supporting all mobile devices in Microsoft Exchange-based networks.
Perform data backups and disaster recovery operations, as necessary.
Act as the main point of contact for all remote offices.

Confidential

Desktop Support Administrator

Responsibilities:

Troubleshoot any technical issues from a high to a low level (Active Directory down to the PC/Laptop). Onsite analysis, diagnosis, and resolution of such problems.
Responsible for providing desktop, network, and application support to all staff employees.
Responsible for building/maintaining servers running Windows Server 2000/2003/2008 , as well as Dell/HP workstations running Windows XP/Vista/7.
Serve as a backup support to the IT Director for efficient and dependable operations including server administration, applications availability, storage access network, data security.
Managed Active Directory environment & domain account administration including support for servers, networks, operating systems, PC’s, and peripheral devices.
Participated in disaster recovery planning, testing, and response.
Monitor the performance of the company’s desktop infrastructure and make suggestions for improving efficiency.
Experience with deployment and modification of Citrix servers in a virtual environment.
Periodically inventory equipment and manage build materials.
Develop trends by monitoring/analyzing support requests.

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