Desktop Support Analyst Resume

PROFESSIONAL EXPERIENCE

Confidential

Desktop Support Analyst

Responsibilities:

Configuration of New Hire laptop, desktop, or AWS Workspace. Configuration of AD, Group Policy, setting up O365, Purchasing licenses when needed
Analyzing monthly usage of CPU and Memory of machines for a client to maximize the machines usage.
Processing decommissions by forwarding and archiving emails, archiving workstation data, disabling AD accounts, Removing licenses where needed
Taking and creating tickets by email or phone, troubleshooting to resolve and triaging for escalation if needed.
Maintenance of network racks and clean up of the cabling
Setting up and maintaining daily backups for each client

Confidential

Desktop Support Specialist

Responsibilities:

Configuration and Management of New Hire equipment including Laptop, iPad, iPhone, IP Phone, and Jetpack where needed. Configuration of AD, group policy, and O365.
Configuring laptops with PXE boot, for each role, adding all software and licenses required
Configuring iPad/iPhone using Intune and AppleID for each role, adding all software and licenses required
Creating Purchase Orders for buying equipment and accessories
Installing/configuring of conference room equipment, providing training
Providing research on end of life software requirements and possible upgrade/resolutions
Handling day to day tickets from the queue being submitted by phone, email, chat, or portal.
Questioning those tickets and providing better resolutions for the needs of tickets.
Obtaining approval for additional software, assigning the license, and installing that software using SCCM.
Maintaining inventory of equipment and software licenses ensuring that we are charging the right amount to each individual Team/User
Managed terminations in the company. This inculdes deactivation of AD account, removing all GP, converting email to shared (assigning to another user if needed), pulling all licenses for software as needed. Collection of all equipment, to backup then reimage and repurpose.

Confidential

IT Hardware Technician

Responsibilities:

Configuration of all electronic devices used in all Confidential Stores and corporate users. Including registers, credit card machines, handheld devices, laptops, and desktops.
Keeping, maintaining, and distributing inventory of all electronic equipment used by Confidential to stores and corporate employees. Implementing the process and achieving near perfect inventory.
Shipping and receiving all equipment to and from all stores/corporate employees.
Writing documentation of all items and procedures used in this position. Implementing the documentation for training of new hires and educating the Tech Desk on equipment functions.
Creating reportsto predict trends in company and implementing resolutions for those trends
Volunteering for upcoming projects to add to my day to day job.

Confidential

Tech Support Technician

Responsibilities:

Creating a positive customer support experience and building strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude.
Through first call resolution and agreement, addressed and resolved incidents and requests reported to IT support Services by internal, external, and third - party customers. This includes all the employees at the 600+ Confidential stores, 400+ Macy’s stores, 100 Jack Rabbit stores, and around 250+ corporate users.
Remoted into various user and site equipment for advanced investigations and troubleshooting for known and unknown issues that would occur on a day to day basis.
Logging all incidents and requests into tracking tools and ensuring all relevant information and categories have been documented and updated information databases for future tech desk research.
Collaborated with others and resources to overcome incidents that require Tier 2 and Tier 3 resolutions.
Increased the quality, depth, and quality of the Wiki and Knowledge base of support corporate and store information, increasing ability of team to resolve requests on first contact.
Miscellaneous tasks like transaction processing for off line systems, converting corrupted databases, daily reports, and assisting onsite third-party technicians with installations and conversions.
Training future employees in the day to day activities, teaching and educating on different events/reports and processes.

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