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Desktop Support Analyst Resume

TECHNICAL SKILLS

Software: MS Office (Word, Excel, Outlook, SharePoint,); Lync, Adobe, Clonezilla, MS Exchange, Access, Instant messaging software; VMware Applications, Altiris, BMC Ticketing System, Salesforce Ticketing System, Zendesk, ServiceNow, Windows Powershell, Avaya Aura Agent Desktop 6.0 Userlock Admin, UltraVNC Viewer, Mobile Frame, Nortel VPN Client, Cisco Proximity, Cisco AnyConnect VPN Client, Cisco Finesse, NetIQ Administration. Citrix XenApp, Citrix XenDesktop, SCCM, Bomgar, Epic Systems, MS Outlook 365, Join Me, LogMeIn, MS OneNote Business, Evernote, Remedy 9, Kronos, Active Directory, Oracle System Access Management, Oracle Java, Kaspersky, Avira, Malwarebytes, AVG, CCleaner, Avast, Spybot, Hitman Pro, TeamViewer, VLC Media Player, Norton Antivirus, Comodo, 360 safeguard, Auslogics, IOBit, Microsoft Security Essentials, Skype Business, Yammer, Mcfee Management Of Native Encryption Recovery, Bitlocker Recovery.

Browsers: Internet Explorer, Firefox, Chrome, Safari, MS Edge

Hardware: PCs, Laptops, Telephone Systems, Printers, Routers, Modems, Smart Boards, Office Projectors

Networking: LAN & VPN/Remote Connectivity, TCP/IP

Platforms: Windows, NetWare Servers, Mac OS

Cellular: Blackberry, Apple, and Android phone support.

PROFESSIONAL EXPERIENCE

Confidential

Desktop Support Analyst

Responsibilities:

  • Provide executive support for CIO, CFO and their Administrative Assistants.
  • Handle any issue with their personal computers, printers, iPhones or iPads.
  • Provide desktop support to employees 2500+ onsite and remote users 3500+
  • Communicated effectively; both orally and through email, to clients and co - workers.
  • Tracking (fixed assets) and installing of new computer equipment for employees.
  • Supported 500+ end users Confidential wide,
  • Keeping affected business partners informed about progress.
  • Can multi-task in a fast paced office environment.
  • Assisted in the repair call to the laptop’s manufacturer of broken Macintosh /Dell laptops that were in and out of warranty computers.
  • Partner with networking team and help desk peers based in the United States to resolve complex problems that required escalation.
  • Prioritize tasks, work independently and as part of the team, and meet deadlines with a strong work ethic.
  • Imaging Windows & MAC operating systems.
  • Troubleshoot in networking areas including to LAN and VPN.
  • Exchange / Office 365 support, maintenance, and administration (Account provisioning, migration from Exchange to Office 365, distribution group creation).
  • Solved a wide variety of high priority issues, including executive-level tickets.
  • Re-imaged and re-assigned several of incoming and exiting employee machines.
  • Troubleshoot and resolve Macintosh and Windows PC issues on a regular basis.
  • Setup and support of Confidential ’s top applications such as MS Office, Adobe and Citrix Products.
  • Solve problems for people and leave them with a smile.
  • Help solve Windows / Mac / Linux Connectivity / Printer issues for individuals.
  • Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues.
  • Support Confidential colleagues in person, phone, IM, and email.
  • Monitoring the status and progress towards resolution of assigned Incidents.
  • Generate Bitlocker, and McAfee passphrases for end user machine encryption.
  • Contacted users for troubleshooting/root cause analysis for proper assignment and prompt resolution
  • Maintained and managed Windows 2003\2008 R2 servers in Citrix farm
  • Assisted in company-wide migration to Windows 10
  • Conducted remote LogMeIn Rescue remote sessions and provided detailed descriptions of issues in trouble ticket system and followed up.

Confidential

IT Service Desk Technician

Responsibilities:

  • Provide executive support for CIO, CFO and their Administrative Assistants.
  • Handle any issue with their personal computers, printers, iPhones or iPads.
  • Provide desktop support to employees 2500+ onsite and remote users 3500+
  • Provided IT support in desktop, laptop, printer and phone support.
  • Maintaining accurate hardware and software inventory and configuration information.
  • Utilized ServiceNow ticketing system to issue, track log various troubleshooting events
  • Keeping affected business partners informed about progress.
  • Can multi-task in a fast paced office environment.
  • Communicated effectively; both orally and through email, to clients and co-workers.
  • Tracking (fixed assets) and installing of new computer equipment for employees.
  • Supported 500+ end users Confidential wide,
  • Assisted in the repair call to the laptop’s manufacturer of broken Macintosh /Dell laptops that were in and out of warranty computers.
  • Partnered with Tier II and Tier III help desk peers based in the United States to resolve complex problems that required escalation.
  • Prioritize tasks, work independently and as part of the team, and meet deadlines with a strong work ethic.
  • Imaging Windows & MAC operating systems.
  • Troubleshoot in networking areas including to LAN and VPN.
  • Setup and support of Confidential ’s desktop applications such as MS Office and Adobe Products.
  • Solve problems for people and leave them with a smile.
  • Help solve Windows / Mac / Linux Connectivity / Printer issues for individuals.
  • Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues.
  • Support Confidential colleague in person, phone, IM, and email.
  • Monitoring the status and progress towards resolution of assigned Incidents.
  • Generate Bitlocker, and McAfee passphrases for end user machine encryption.
  • Contacted users for troubleshooting/root cause analysis for proper assignment and prompt resolution
  • Maintained and managed Windows 2003\2008R2 servers in Citrix farm
  • Assisted in company-wide migration to Windows
  • Conducted remote LogMeIn Rescue remote sessions and provided detailed descriptions of issues in trouble ticket system and followed up diligently to ensure swift resolutions.

Confidential

Desktop Support Analyst

Responsibilities:

  • Successfully handled 150+ end users monthly with a 98% satisfaction rate.
  • Maintained and cleared a ticket queue on a consistent basis.
  • Communicated effectively; both orally and through email, to clients and co-workers.
  • Worked cooperatively in a team to solve complex problems.
  • Exchange / Office 365 support, maintenance, and administration (Account provisioning, migration from Exchange to Office 365, distribution group creation).
  • Utilized ServiceNow ticketing system to issue, track log various troubleshooting events
  • Solved a wide variety of high priority issues, including executive-level tickets.
  • Re-imaged and re-assigned several of incoming and exiting employee machines.
  • Troubleshoot and resolve Macintosh and Windows PC issues on a regular basis.
  • Generate Bitlocker, and McAfee passphrases for end user machine encryption.
  • Conducted remote bomgar remote sessions and provided detailed descriptions of issues in trouble ticket system and followed up diligently to ensure swift resolutions.
  • Supported 600+ end users GE wide, (Digital, Capital, Healthcare, Aviation)
  • Installation, configuration, and deployment of SCCM 2007 and SCCM 2012 for imaging and deployment of applications and Operating Systems across enterprise environments.
  • Decommissioned and reallocated servers based on resource needs assisting with capacity planning
  • Managed VDI assignments and user sessions using VMware Vsphere and Citrix XenCenter
  • Effectively convey complex technical information to audiences of all technical knowledge.

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