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Helpdesk Analyst / Support Technician Resume

Hartford, CT

PROFESSIONAL SUMMARY:

A solutions - focused, resourceful and highly motivated Senior IT Professional with over two decades of superior problem-solving and critical thinking skills. Skilled in tackling problems in unique ways to develop innovative solutions.

SKILL:

  • Microsoft OS - 10,7, NT
  • MS Office: 365, 2016, 2012
  • SCCM Management
  • SCSM Management
  • DHCP Knowledge
  • Juniper, Global Protect VPN
  • VM Horizon VPN
  • Network Troubleshooting
  • Computer Hardware and Software Configuration
  • Computer Installation and upgrades
  • Remote Control software(Bomgar, Dameware, TeamViewer, GoTo Assist, SCCM, and RDP)
  • McAfee Endpoint Encryption
  • ITIL Foundations
  • MimeCast Admin
  • Multiple OS Migrations
  • Active Directory
  • O365 Administration
  • Complex Problem Solving
  • DNS Experience
  • VMWare / Vcenter
  • Excellent customer service skills
  • Deploy and decommission assets
  • Process Implementation
  • Mobile Device setup - Blackberry, IOS, Android
  • McAfee EPO knowledge
  • Sophos Anti Virus
  • Cisco Jabber/ Skype
  • Cisco Touch A/V equipment
  • RingCentral VOIP system
  • Duo Admin

WORK HISTORY:

HelpDesk Analyst / Support technician

Confidential, Hartford, CT

Responsibilities:

  • Remotely troubleshot and resolved users daily issues over the phone as needed.
  • O365 Administrator - Create/modify O365 user accounts, Shared Mailboxes and Distribution lists.
  • AD Administrator - Create, modify, or delete user accounts.
  • RingCentral VOIP administration.
  • Laptop Coordinator
  • Win 7 to Win 10 Migration including on VM’s, Roaming profiles.
  • SCSM Admin in - Create/modify service offerings, Set up email routing.
  • Investigated and resolve or block phishing and Spam emails via Mimecast.
  • Investigated and resolved thin client connection issues via VMware.
  • Consistently Exceeded required ticket count in the SCSM ticketing system helping local and remote users.

Systems Support Technician

Confidential, Windsor, CT

Responsibilities:

  • Consistently exceeded deadlines and requirements for all production work orders.
  • Provided responsive, professional, knowledgeable and excellent support to 300 users experiencing problems with technology and associated systems.
  • Completed Windows 10 Migrations for 3 locations totaling about 500 users.
  • Maintain all aspects of the Equipment life cycle. Build, deploy, fix, decommission, and disposal.
  • Recommended wireless improvements, design solutions and integration solutions.
  • Experienced with Service management tools - Remedy, Service Now, Twos
  • Assisted Networking Support with trouble shooting and diagnosing Wi-Fi issues with Cisco Aironet 3800 series access points.
  • Proposed technical feasibility solutions for new functional designs and suggested options for performance improvement of Wi-Fi system.
  • Educated the users on the use of new technology through formal and informal al sessions.
  • Produced ad hoc reports and documents for senior team members.

Desktop Support Technician

Confidential, Windsor, CT

Responsibilities:

  • Supported 500 users in their day to day issues.
  • Completed migrations and hardware upgrades for about 400 users.
  • Under guidance from network/server admins, rack new equipment and follow technical documentation to connect fiber or copper cabling.
  • Also troubleshoot connectivity between network equipment.
  • Assisting in diagnosing and repairing server hardware as directed by server administrators.
  • Diagnose and troubleshooted Windows processing problems and applied solutions to increase company efficiency.
  • Answered computer related questions, instructed users regarding software or hardware functionality and communicated IT policies.
  • Completed multiple migrations. XP-NT, NT-7, and 3 Win 7 - Win 10.
  • Analyzed and resolved incidents and requests regarding use of application software or hardware.
  • Consistently met Service level agreements of 97% closed issues over a 12 month period. Saving the company $1000’s of dollars.
  • Achieved cost savings by repairing, installing, configuring, and maintaining desktop, notebook tablets, computer hardware, software and peripherals.
  • Implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and access.
  • Maintained computer inventory.
  • Followed up with other support staff to ensure incidents were resolved.
  • After evaluation, elevated complex problems to the appropriate support team and provided documentation or information related to the problem.
  • Responsible for deployment and upgrades of desktop computers and mobile computers as needed.
  • Performed desktop computer and mobile computer reimages and software installation.
  • Supported Microsoft Office 2016 products, Windows 7 and Windows 10.
  • Set up video conferences and or regular conferences utilizing projectors and wireless microphones.

Desktop Support Technician

Confidential, Norwalk, CT

Responsibilities:

  • Responsible for timely response and troubleshooting of various computer related issues in a demanding SLA environment. Including support of hardware, software and peripherals.
  • Assisted network group with hands on trouble shooting of the wired and wireless infrastructure.
  • Provided technical guidance to end users.
  • Provided on site and remote support for all customer issues in a courteous and professional manner.
  • Worked with Active Directory in managing and maintaining user and computer accounts
  • Completed Win 95 - to Win XP migration.
  • Supervised 7 junior technicians for day to day activities.

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