OBJECTIVE

• To secure a career position in help desk support, that offers growth and advancement.

PROFESSIONAL EXPERIENCE

Confidential

Senior Help Desk Analyst

Responsibilities:

• Provides second tier level technical support for the authority’s computer, and technology users.
• Responsible for the software inventory system; Duties include performing quarterly audits on the compliance of software licenses, license procurement, and license maintenance.
• Maintains and updates the official list of standardized (and supported) Software, along with hardware requirements.
• Serves as the single point of contact for employees, assisting them to use tools and information infrastructure effectively.
• Assists the user - base via telephone, electronic contact methods, as well as working in walk-in centers. Remote support tools are used to assist the customers with efficiency.
• Diagnose and repair mal-functioning tools, equipment and applications.
• Detect and report infrastructure outages and application errors.
• Assist, manage and maintain service level agreements (SLAs).
• Perform account administration tasks for active directory, local, and specialized accounts.
• Setup and repair local, and network printers. Experienced using print server queues and standard Internet Protocol.
• Supported the user migration from Microsoft Office 2003 to Office 2007.
• Provided full tech support for Windows XP & 7 also Microsoft Office 2003 and 2007 Suites (Word, Outlook, PowerPoint, SharePoint, and Excel), including user training and solved all OS and software related issues..
• Setup Outlook 2003 2007 Client to connect user to MS Exchange to received and send emails.
• In charge of setting up and coordinating the support of the board room’s AV equipment and presentations.
• Provide remote-user support for VPN, Outlook Web access and Citrix virtual desktop tools.
• Collects and organizes customer surveys generated by the iSupport ticketing system.
• Creates data charts and other visuals with the data collected by the customer surveys.
• Performs technician quality assurance checks with the customers that may submit sub-par surveys to see where service could be improved.
• Creates outstanding ticket reports each day to assist with or resolve outstanding or suspended work orders.
• Conducts customer IT training for supported hardware and software.

Confidential

Help Desk Support

Responsibilities:

• Created standardized PC images for mobile computing projects, using the Symantec Ghost tool system to deploy the images.
• Provide desktop support by troubleshooting issues, and assisting the customer’s use of desktop tools such as Microsoft Office, Windows XP, and Internet Explorer.

Confidential

Help Desk Support

Responsibilities:

• Troubleshoot and repair network printers, laptops, desktops and peripherals.
• Provide desktop support for Microsoft Office, Windows XP, Internet Explorer, Lotus notes, Thunderbird and remote connectivity.
• Perform complete network and TCP/IP troubleshooting for both LAN and WAN infrastructures.
• Held account administration duties via Active Directory to fix current, and create new network user accounts.
• Provided full support for Microsoft Office 2003 and 2007 Suites, including user training and education.
• Supported mobile devices of multiple platforms - Blackberry, iPhone, Android, including their connections to the Blackberry exchange, and GOOD servers.
• Create and maintain PC images before deploying them with Symantec Ghost tools.
• Installed and supported VMware Fusion for Mac OS users to work seamlessly with a Windows based environment.