Deskside Support Analyst Resume

TECHNICAL SKILLS

Microsoft Windows 2003/XP/Win7 Juniper router configuration install and upgrade
Install & troubleshoot Dell PC, Dell (D&E - series) laptops, HP/Ricoh printers, Juniper routers, hubs, etc.
Active Directory Imaging laptops and/or PC w/ Ghost software & Enteo Remote Desktop (Symantec PC Anywhere, Dameware, RDP), VPN

PROFESSIONAL EXPERIENCE

Confidential

Deskside Support Analyst

Responsibilities:

Provide on-site/remote end-user support to Hospital Staff and HR on PC, laptop, printers and other peripheral devices. Also resolve application and software issues to include Microsoft Office 2010, Connect Care, Wireless configuration, and applications pertaining to the department.
Imaging equipment ensuring default applications are installed and configured (Microsoft Office 2010, Windows 7, Encryption, VPN)
Create, modify, escalate tickets using Heat Ticketing system

Confidential

Desktop Support Technician

Responsibilities:

Assist in rolling out Windows 7, and Office 2010 to multiple users
Able to install/image desktop computers, and configure desktop printing (local, network, and wireless)
Installer for desktop software communicating with administrators and end-users to ensure little to no downtime during roll out

Confidential

Technical Support Services Analyst

Responsibilities:

Provide first-level technical support to end-users
Create, Update, and Manage application support tickets through the Remedy workflow process
Answer and respond to all incoming customer support calls and emails, and escalate to appropriate teams if needed
Assist end-user with application issues
Troubleshoot PC, laptop, and other equipment failure issues
Setup, Troubleshoot, repair mobile devices (Blackberry, Android, & tablets)

Confidential

IT Support Center Analyst

Responsibilities:

Monitor, assign, prioritize, and complete ticket request through ticketing system (Manage Engine Service Desk)
Escalate calls and tickets to appropriate team
Troubleshoot computer, laptop, printer, network, and WIFI issues
Setup laptop and desktop for new hires
Create; modify user accounts in Active Directory (email, password, distribution lists, permissions, etc.)

Confidential

PC Support Technician

Responsibilities:

Troubleshoot Dell PC and peripheral issues through remote access or client interface Image PC’s and laptops, install printers local and network (HP, Ricoh)
Regularly update Microsoft Windows software and other PC/company programs and applications
Setup, troubleshoot Microsoft Exchange email accounts and shared folders
Account management through Active Directory (reset passwords, unlock accounts, remove/enforce policies, add/remove users)
Point of contact to trouble-shoot and escalate issues involving end user network connectivity
Work with internet vendors for any broadband/DSL repair
Purchase equipment and software required for desktop and laptop support (back-up)
Maintain, troubleshoot, and repair computer hardware/software via remote desktop of leasing office PC equipment or at work site
Support, troubleshoot laptops (Dell Latitude D & E-series); repair or replace all hardware failures, upgrade equipment
Ship/receive replacement equipment and supplies to properties and area offices via UPS
Inbound/Outbound calls with end-users to provide various computer and internet support and training, answer emails to Supportdesk (back-up)
Configure, install, and upgrade netscreen \ juniper routers version nx5XP to SSG 5 (software & hardware)
Security Implementer of Peoplesoft (Oracle) user request
Install Java Software and resolve related issues regarding software versions and compatibility
Troubleshoot VPN connections
Install, monitor, and troubleshoot Access Point connections
Project lead on email server upgrades, kiosk setup and install, and other department projects
Setup, Troubleshoot, repair mobile devices (Blackberry, Android)

Confidential

Internet Support Representative

Responsibilities:

Receive inbound calls to troubleshoot DSL connectivity through company software
Assist with set-up of internet connectivity through dial-up, DSL, T1, phonom using wide range of Window
Troubleshoot ftp, DHCP, and other various protocols
Dispatch technicians to resolve signal and outside line issues
Report to management daily log of calls and resolution call times
Troubleshoot firewall, spam, and other various security program

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