We provide IT Staff Augmentation Services!

Senior Desktop Analyst Resume

South San Francisco, CA

SUMMARY

  • Strategic senior desktop support with expertise in the biopharmaceutical and high - tech industries. Analytical business partner with proven skills in problem-solving, collaborating with internal and external customers and effectively communicating with all levels across the organization. Capable of quickly prioritizing tasks in a fast-paced environment while communicating technical resolutions clearly and effectively with all levels of management within an organization.

TECHNICAL SKILLS

  • Microsoft Windows Legacy OS, 7, 8, 10 | Android | Apple iOS | iPad | iPhone | Mircrosoft Office 365 applications - Word, Excel | SharePoint | Skype for Business | OneDrive | Teams | RDP | Symantec PCAnywhere | LogMeIn | WebEx | Enterprise-based Ticketing Systems | ServiceNow | PAI Helpdesk | Zendesk | Symantec Endpoint | TrendMicro | Cisco VPN | Sophos | Active Directory | Acrobat | Norton Ghost | Acronis | Box.com | SCCM | Airwatch | MobileIron

PROFESSIONAL EXPERIENCE

Confidential, South San Francisco, CA

Senior Desktop Analyst

Responsibilities:

  • Provided technical support for Executive, VPs, Directors and monthly Town-Hall meetings, assisting with equipment set-up, and resolving any issues.
  • Traveled and accommodated remote lab users, reduced equipment down time of and engaged with users.
  • Delivered phone support to remote users and desk-side visits for internal users ranging from accessing network issues, password reset, and network access failures.
  • Determined the most effective manner to resolve customer’s technical issues. Engage in research and in-depth troubleshooting to resolve technical issues. Consults with other IT subject matter experts when necessary.
  • Managed the onboarding process, providing needed equipment and access credentials to allow the new employee to begin working immediately.
  • Managed the offboarding process, disabling access and eliminating security risks for the company.
  • Conducted training for new release applications and new hires.
  • Addressed questions, troubleshot problems, taught or instructed customers regarding software or hardware functionality, and communication policy.
  • Assumed a primary administrator’s role for the Helpdesk ticketing system, i.e. Zendesk. Updates tickets with appropriate entries of activities, follows-up with customers on the status of tickets, and close tickets with resolution entered upon completion of the job.
  • Attended and collaborate with other business partners to improve processes.
  • Assisted preparedness for FDA submission and inspection, lead to Acerta’s first approved drug.
  • Managed software licenses and hardware inventory.
  • Collaborated with the AstraZeneca IT team integrate Acerta’s infrastructure on to AstraZeneca.

Confidential

IT - Executive Support | Desktop Support Specialist

Responsibilities:

  • Provided IT support wide variety of users ranging from manufacturing to high-level Senior Executives.
  • Protected company information by encrypting hard drives with Bitlocker, remote backup with OneDrive, and monitored/reviewed monthly Microsoft updates prior to companywide rollout.
  • Collaborated with different vendors to create hardware standards. Test and research computer hardware for company deployment.
  • Led team on company migration to Windows 10 operating system. Coordinate with different business units for software compatibility.
  • Provided quality support to all employees both on and offsite with a high sense of urgency.
  • Supported desktops, lab equipment in the cleanroom.

Confidential

IT - Executive Support | Desktop Support Specialist

Responsibilities:

  • Developed, implemented, and maintained “Red Throw Rug” program. Supported the Executive Staff onsite and offsite: events, conferences, and meetings, home offices.
  • Programmed and troubleshoot Cisco VOIP phones and Unity voicemails.
  • Maintained, controlled, and documented all incoming/outgoing inventory and asset review.
  • Upgraded and deployed Lenovo laptops to all employees.
  • Coordinated and developed a PC maintenance program for Executive level staff.
  • Installed, configured, troubleshoot, supported, and maintained PC hardware and peripherals including desktop computers/laptops, printers, scanners, and network printers.
  • Implemented and distributed Ricoh copiers to all San Jose sites.
  • Experienced with cleanroom and fab environment and rackmount workstations.
  • Evaluated and defined global standards for PC desktops, laptops, tablets.
  • Spearheaded Windows 7 upgrade project by testing all core applications, coordinating with all departments, imaging machines, and follow up to ensure no post-migration issues.
  • Our team saved the company millions of dollars by replacing the antiquated Nortel Meridian PBX switch and converting the system to a hosted Cisco VOIP system. Assisted with physical phone deployment, created standard operating procedures, and implemented downtime contingency plans.
  • Supported specialized legacy systems and worked with vendors and corporate network administrators to bring the systems back into compliance.
  • Assisted with the implementation of managed print services and saved the company thousands of dollars a month in maintenance and supplies.

Hire Now