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Application And Desktop Support Analyst Resume

Los Angeles, CA

SUMMARY:

  • Proven ability to diagnose PC hardware problems and perform and/or coordinate the repair of hardware
  • Proven experience using a Helpdesk ticketing system
  • Detail - oriented and methodical in solving problems and managing multiple projects
  • Exhibits and champions excellence in work habits and a willingness to embrace change
  • Quick learner with strong working knowledge of software, hardware, operating systems, backup procedures and networking
  • Clearly communicate technical solutions in a creative, user-friendly, professional manner; provide one-on-one end-user training as needed
  • Capability to work proactively, independently, and as part of a team
  • Dedicated to giving fantastic customer service, diplomacy, inspiration, creativity and leaving everything better than I find it
  • Faithful to technical solutions for business results not just for technology’s sake

TECHNICAL SKILLS:

Operating Systems: Windows Server 2008, Windows 7, Vista, XP, Windows 2000, Mac OS X 10.4-10.7+

Hardware: PCs, Macs, PDAs, Video Conference, Smart Phones

Networking: LAN/WAN, TCP/IP, VPN

Research: Lexis/Nexis, Factiva, Media Map, Cision

Help Desk: Remedy

PROFESSIONAL EXPERIENCE:

Confidential, Los Angeles, CA

Application and Desktop Support Analyst

Responsibilities:

  • Operates as service point of contact for four Interpublic offices, Costa Mesa, San Francisco)for help desk, troubleshoot and resolve approximately 20 tickets a day
  • Respond to requests for assistance in person or via remote support tools.
  • Escalate problems and requests as appropriate
  • Assist in upgrading 5 servers from Windows 2003 to 2008
  • Upgraded more than 100 computers from Windows 2000 through to Windows 7 and Office XP to Office 2010
  • Set up HD video conferencing unit for communicating with clients
  • Run daily backups with Symantec Backup Exec 12.5 for Windows Servers for three offices (two remote) and restore items when necessary
  • Maintain and enforce hardware policies and standards
  • Support and deploy Sprint & AT&T issued smart phones (Blackberry, iPhone, Droid, Windows)
  • Install new laptops, desktops, printers, smart phones, iPads and black berry devices and other peripherals
  • Provide daily technical support for e-mail, network connectivity, telecommunications, peripheral equipment, computer maintenance and repair as well as set up computers and install software
  • Contact and work with external technical support and vendors
  • Train new staff on technical equipment
  • Maintain the inventory of hardware and software
  • Help to plan and organize the Confidential San Francisco and Costa Mesa move from one office site to another

Confidential, Los Angeles, CA

Manager of Information Systems

Responsibilities:

  • Operated as service point of contact for two Confidential offices, helping to troubleshoot and manage networks
  • Assisted in the design of an Intranet for Confidential to easily communicate with staff
  • Assisted in upgrading 3 servers from Novell 4 to Windows 2000
  • Supervised two assistants
  • Upgraded more than 75 computers from Windows 98 to Windows 2000 and Office 98 to Office XP
  • Ran daily backups on Arc serve and restored items when necessary
  • Provided daily technical support for e-mail, network connectivity, telecommunications, peripheral equipment, computer maintenance and repair as well as set up computers and install software
  • Contacted and worked with external technical support and vendors
  • Trained new staff on technical equipment
  • Helped to plan and organize the Confidential Los Angeles move from one office to another
  • Set up and maintain Exchange, Lotus Notes and Groupwise email servers

Confidential, Los Angeles, CA

Database Manager

Responsibilities:

  • Operated as service point of contact helping to diagnose, troubleshoot and manage network
  • Assisted in the design of a dBase program to track and name documents as well as a contact manager for Media contacts to report on work done with the Media
  • Assisted in upgrading 1 server from 3Com to Novell 3.3 and then to Novell 4
  • Upgraded 15 to 45 computers over time from DOS to Windows 3.1 and then Windows 95 and from WordStar to WordPerfect to Office for Windows
  • Supervised 1 assistant
  • Ran daily backups and restored items when necessary
  • Provided daily technical support for network connectivity, telecommunications, peripheral equipment, computer maintenance and repair as well as set up computers and install software
  • Trained new staff on technical equipment

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