Profile

Experienced Desktop Support Analyst with extensive experience installing supporting and troubleshooting desktops/laptops and peripherals. Expert in Server OS capabilities Active Directory Administration General Security Concept Logon Scripts Group Policies Registry Editing LAN/WLAN/VPN Network Protocols TCP/IP DHCP DNS WINS IPSec HTTP FTP SMTP POP3 Subnetting Cabling Network hardware Wireless and Blackberry Technologies BES smart phones Android iPhone iPads and tablets. Skilled at planning organizing analyzing and resolving problems successfully handle multiple tasks and projects simultaneously under strict deadline schedules with scrupulous attention to details. Strong communication skills proactive and good with people. Able to work independently as well as on teams understand value of working together towards common goals.

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

Confidential

Desktop Support Analyst

As Desktop Support Analyst responsible for roll out Windows XP PCs to Windows 7and office move. Provided on-site end user support for installation configuration and troubleshooting software and hardware related issues connecting to the users machines via remote desktop answering technical questions via outlook e-mail and phone.

Confidential

Desktop Support Analyst

• As Desktop Support Specialist responsible for answering technical support questions via remote desktop phone e-mail and in person and providing clients with technical guidance on the use of computer. Provided end user support to a staff of 250 desktops. Supported out of state users via RDP Remote Desktop Connection and DameWare Remote Support. Installing configuring in-house application and third party software. Performed one-on-one user training.
• Created user accounts in Active Directory and reset passwords. Joined and removed workstations to/from domain.
• Supported Trader s with Bloomberg Reuters online trading software and day to day functions.
• Designed maintained and installed Windows XP/7 desktop images for old and new PCs for employees.
• Performed hardware duties swapping hard drives adding memory to PCs replacing MBs and power supplies.
• Supported rollout of Lotus Notes 7.0 to 8.5 and to 9.0. Configured Blackberries to sync with Lotus Notes.
• Supported all in house HP Toshiba and RICOH printers. Added users emails to printers address books to receive scanned documents directly in Lotus Notes mailbox.
• Performed daily system backups. Restored lost data from file servers by using CA ARCserve Backup r16.5 Server Backup Software. Configured schedule and monitored everyday back job log files. Accountable for replacing cleaning and keeping backup tapes off site.
• Submitted and tracked tickets through Manage Engine Service Desk plus. Quoted and purchased s/w and h/w.
• Responsible for everyday maintaining company hardware and licensed software inventory putting changes into Excel spreadsheet and Lotus Notes Tracking System. Including users names phone extensions departments locations and computers and equipment such as local printers and Bloomberg keyboards etc. serial numbers.
• Setup A/V equipment with projectors screens laptops for meetings web and video polycom conferences.
• Executive support Including home support .

Confidential

Technical Support Specialist

• As part of an ICC team provided Information and Communication Technology ICT services to the United Nations UN Department of Field Support DFS under the supervision of the Head Service Desk was responsible for providing day-to-day support for 1400 DFS users in New York and DFS Call Centre Service Availability Checklist.
• Based on ITIL best practices logged all service calls via Hewlett Packard OpenView HPOV Service Desk software and emails utilizing Lotus Notes 6.5 7.0 and 8.2 analyzed and resolved on-site and off-site problems according to established operational procedures including training on an inter-organizational basis.
• Coordinated users and support issues among escalation points to ensure timely resolution identified and employ measures to prevent incident recurrence monitored and informed customers of outages known errors and progress if these could not be resolved at point-of-call.
• Configured new Users Accounts Windows IBM/Lenovo desktop/laptop and Lotus Notes with Lotus Notes ID file. Installed Network and local printers HP Dell and Lexmark configured mobile office for those who were required.
• Created and configured users on Blackberry Enterprise Server provided passwords for Enterprise Activation backed up data with its subsequent restoration on clients RIMs wireless handheld devices .
• Provided stand-by services during weekends holidays and outside of the normal working hours as needed and performed other duties as required. Assisted in improving and updating the technical information database.

Confidential

Desktop Support Specialist

• Sole technical support provider for office of more than 150 on-site computers one of two support technicians for approximately 3000 computers located in approximately 100 Right offices throughout United States and Canada.
• In Active Directory created and deactivated users accounts renamed and joined computers to company domain.
• Managed mailboxes on Exchange Server 2003 by configuring users rights mailboxes size delegation options.
• Created Outlook 2003 email profiles on clients machines and configured Personal Folders PST .
• Created users on BES and provided Enterprise Activation passwords for new/reactivation Blackberry devices.
• Installed and configured Nortel VPN / Windows VPN client connection by setting up VPN access on users PCs.
• Maintained daily backups data restores and configured schedule and monitored everyday back up job log files through VERITAS 9.1 Server Backup. Responsible for replacing cleaning and keeping backup tape off site.
• Built images for all types of computers desktops/laptops using Ghost Image. Used by Dell on new PCs.
• Set up and maintained company network and local printers by installing updated drivers.
• Logged all work in HelpStar web application including time spent and the resolution of the call.
• Provided training and coaching in person individually as well as in groups

Confidential

Technical Support Specialist

Provided desktop and laptop on-site support of 50 users by performing hardware repairs and upgrades software roll-outs creating new user accounts re-imaging PCs removing viruses and spyware and providing user education. Provided remote support to team of 10 salespeople software troubleshooting internet connectivity issues .

Confidential

Field Service Computer Technician

Provided Information Technology Services ITS Help Desk support for IBM customers installing configuring and troubleshooting IBM PC and Lotus Notes 6.5.

Confidential

Help Desk Support Assistant

Built PCs installed applications and added peripherals. Provided hardware and software recommendation installation support and user instructions. Professionally communicated with customers regarding security needs.