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Desktop Support Analyst Resume

CAREER OBJECTIVE:

Reliable and personable Desktop Support Engineer with expert technical analytical and communication skills demonstrated by 6 years of experience. Resolves multiple staff technical issues while maintaining maximum system security.

SUMMARY:

  • Extensive experience in back office and desktop problem diagnosis and troubleshooting
  • Employee laptop smartphone and tablet support
  • Workstation set - up and maintenance
  • Wireless network maintenance and data security
  • Content management system migration and optimization
  • Excellent written and verbal communications skills
  • Skilled multi-tasker
  • Expert troubleshooter
  • Able to quickly shift priorities based on management demands
  • Wide knowledge of Windows, Linux and PC hardware

TECHNICAL SKILLS:

  • VMware VSphere Client 5.5
  • PS Tools
  • Xen desktop Delivery Console
  • Xen Trouble Shooter
  • SCCM 2007, 2010
  • RV Tools.
  • Service Now-IT Service Management Suite
  • BMC Remedy

PREVIOUS EXPERIENCE:

Confidential

Desktop Support Analyst

Responsibilities:

  • Installing, Configuring, Troubleshooting MS Outlook 2010
  • Responsible for managing all system administration activities for Windows OS & Server Workstations
  • Continuously monitoring of system performance and tuning server for optimization on infrastructure with updates for OS
  • Deploying & Managing Kaspersky Antivirus Scan
  • Scheduling Daily Backup for the critical servers
  • Troubleshooting of Network Canon Printers (IR Series) and Standalone HP Printers
  • Manage escalated issues related to day to day operations
  • Vendor Co-Ordination
  • Maintaining Asset Report, Call Report.

Confidential

Desktop Support Engineer

Responsibilities:

  • Team handling and for New Joiners.
  • Troubleshooting of Lotus Notes 8.5.3 / MS Outlook 2010 & Lync 2013 issues
  • Installing applications from SCCM 2012 - Desktop Deployment Tools 2012
  • Finding latest application versions those are compatible for Windows 7 assigned to a particular partner and adding (App-v) group in Active Directory.
  • Building new Virtual Machines in VSphere 5.5 and assigning through User's CITRIX portal
  • Monitoring Virtual machines from VM ware Tool, Troubleshooting and Escalating to core team
  • Administrating domain Users and Groups for shared files.
  • Application support coordinating with Application owner to resolve the issue
  • Handling High Priority Tickets and Chronic issues
  • Troubleshooting Lotus notes 8.5.3 related Issues
  • Travelling to different sites to help with installs, deployment, and troubleshooting
  • Focused on problem/change determination and resolution within SLA
  • Bloomberg support and troubleshooting
  • Creating users and groups in Active Directory
  • Preparing IJP Reports on Termination requests
  • Managing database for day to day operation in Centralized database Portal (SharePoint)
  • User management and Assigning application groups to partner in Active Directory

Confidential

Technical Support Engineer

Responsibilities:

  • Installing and Troubleshooting for Windows-XP & Windows 7 operating systems
  • Installation & trouble shooting of Lotus Notes 8.5.3 & Sametime (7.0.1, 8.0.2) & Lotus Notes Traveler.
  • Installation and configuration of Supporting for following the corporate Laptops & Desktops models.
  • Unlocking and resetting Password for Domain user id’s through Active Directory.
  • Installation of SAP GUI and configuration & troubleshooting.
  • WI-FI and VPN configuration for the users as per Company standards.
  • Configuring Domain and Workgroup for client machines.
  • Documentation of asset through (IMAC) process.
  • Installation and configuration of Antivirus software (McAfee 8.8)
  • Taking the NT Backup for the locations on daily basis and updating log files in the dash board with E-Toc Activity.
  • Managing users, groups and user profiles.
  • Providing access for the users from shared files server
  • Managing Remote Locations (Cochin) having more than 150 assets including the LT’s, DT’s, Printers and servers
  • Helpdesk activity like assigning & attending the calls as per our SLA terms. Submission of Daily, Monthly & Annual reports to IS Manager

Confidential

Customer Service Executive

Responsibilities:

  • Installing, Configuring, Troubleshooting IBM Lotus Notes 6.5
  • Responsible for managing all system administration activities for Windows OS / Client Server Workstations
  • Continuously monitoring of system performance and tuning server for optimization on infrastructure with updates for OS
  • Deploying & Managing McAfee Antivirus Scan
  • Scheduling Daily Backup for the critical servers
  • Troubleshooting of Network Canon Printers (IR Series) and Standalone HP Printers
  • Manage escalated issues related to day to day operations
  • Vendor Co-Ordination
  • Giving On call Support to across the Pan India for desktops/servers in Windows platform with a large networking environment and remote support through Email, Telephone, Net meeting, Remote Desktop and using remote support tools like dame ware etc.
  • Maintaining Asset Report, Call Report.

Confidential

Customer Service Executive

Responsibilities:

  • Migrated over 6000 win XP VMs to win 7 VM across the globe
  • Planning the availability and feasibility (Space to be provisioned per Cluster) of vSphere Infrastructure with coordination of Core team for smoother transition.
  • Identifying & planning Users to be migrated on daily basis.
  • Provisioning VMs, Addition/Removal of VM to Citrix Xen console for remote login.
  • Application software deployment via SCCM 2010:
  • Ensuring the application compatibility and coordinating with application team for possible rectification and if required.
  • Pushing application using DDT, Verifying applications install status via SCCM reporting tool to ensure smoother delivery of VM to business.
  • Delivering the targeted VMs to Users part of migration and ensuring the successful migration.
  • Updating our global database and sharing the report to Project Head on regular basis.

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