SUMMARY:

• Solve software installation escalations: Installation permissions; local administrator requirement; licensing restrictions; digital signing.
• Solve software failure escalations, Checking the logs; checking whether the application runs in Safe mode; running the application in a previous version of Windows; repairing the installation; checking recently added programs; restoring or reimaging the system.
• Solve enterprise logon issues: Hardware vs. network; password expiration; trust relationships with machine accounts; determining logon context; logon hours compliance.
• Solve enterprise network connectivity issues, Determining scope of issue; determining whether it’s a PC or a network connectivity issue; TCP/IP; hardware and cabling; proxies; default gateway.
• Solve enterprise names resolution issues, Checking which DNS is assigned; flushing the DNS cache; nslookup to DNS server; checking the DHCP scopes.
• Solve enterprise network printer issues, Hardware failure; server issues; printer failure; network issues; driver issues. Identify and/or resolve performance issues: Analyzing system and application logs; analyzing started services; setting power management; checking hard drive space; optimizing virtual memory.
• Solve hardware failure issues, Identifying bad sectors; diagnosing memory issues; recommending replacement hardware; updating the BIOS; determining which component is broken.
• Solve enterprise wireless connectivity issues: Signal strength; encryption types; encryption keys; wireless profiles; mobile devices
• Solve enterprise remote access issues, VPN client not connecting; IPv6 support; access and authentication to network resources.
• Solve Windows Internet Explorer security issues: Adding trusted sites; advanced settings; installing plug - ins; identifying group policy restrictions; s.
• Solve enterprise issues due to malicious software, Analyzing services; analyzing programs; analyzing processes; analyzing browser helper add-ons; user account control.
• Solve enterprise storage security issues, Requirements for installing; recovering encryption keys; key management.
• Solve enterprise software update issues, Identifying software update level; checking whether client is receiving regularly scheduled updates; identifying incompatibility of update with other applications.

EMPLOYMENT HISTORY:

Confidential

IT Support Analyst - Service Desk Analyst

Responsibilities:

• I currently support a wide variety of internal users and their applications.
• I support most hardware including: PCs, laptops, tablets, printers, phones, and iPhone 8s and iPhone Xs, etc.
• I administer user’s machines and accounts via Active Directory.
• I support MS Office products; including Word 2016, Excel 2016, Outlook 2013, and Outlook 2016 and PowerPoint.
• I also support PCs running Windows 7, 10, and Windows Server 2003 and I conduct troubleshooting by frequently providing first call resolution via walk-up user support and remote software including remote assistance and skype messaging.
• I also deploy and configure software using SCCM.

Confidential

IT Support Analyst - Support

Responsibilities:

• I was brought on board for this short term contract to assist at the Confidential.
• I supported most hardware including: PCs, laptops, tablets, printers, phones, FAXs of various makes and iPhone 8s and iPhone Xs, etc.
• I administered user’s machines and accounts via Active Directory.
• I supported MS Office products; including Word, Excel, Outlook 2010, and 2013 and PowerPoint, and Microsoft Exchange 2010 and 2013.
• I also supported PCs running Windows 7, 10, and Windows Server 2003 and I supported Web Mail and Web applications.
• I conducted troubleshooting by frequently providing first call resolution via walk-up user support and remote software.
• Also imaged new laptops using PXE boot software.
• Configured HP 620, HP 640 laptops.
• Also Office 365 troubleshooting and updates.

Confidential

IT Support Analyst

Responsibilities:

• I was hired on for a short term contract for the Windows 7 to Windows 10 migration project and Office 365 upgrade.
• I supported most hardware including: PCs, laptops, tablets, printers, phones, FAXs of various makes and iPhones, etc.
• I administered user’s machines and accounts via Citrix sessions.
• I supported MS Office products; including Word, Excel, Outlook 2007, and 2010 and PowerPoint, and Microsoft Exchange 2007, 2010 and 2013.
• I conducted troubleshooting by frequently providing first call resolution using the Dameware remote control utility and Microsoft NetMeeting.
• I have been responsible for first and second level troubleshooting for operating system, application and network errors on Windows 7, and 10 PCs.
• I also troubleshoot VPN connection errors on the Cisco VPN client and SecureID RSA token technology.
• We administered accounts with utilities such as the Windows Active Directory,
• Active Role Server technology and RSA authentication manager.
• We have been diagnosing hardware failures on Dell laptops and desktops, tablets, and ancillary devices including routers and modems.

Confidential

Technical Support Analyst / Desktop Support Specialist

Responsibilities:

• I was hired on for a short term contract at The Confidential as a Desktop Support Specialist.
• We were responsible for troubleshooting and configuring HP laptops and a wide variety of hardware, also browsers including: Internet Explorer versions 10 and 11 as well as Firefox and Chrome browsers for web applications, and troubleshooting errors and configuring proxy settings.
• I am experienced with home and office wireless and firewall technology such as the Trend Micro OfficeScan client.
• I have also been removing adware and malware using Malware Bytes and Kaspersky TDSS anti-root kit software.
• Also I troubleshoot system errors on Exchange and Outlook 2010 and 2013.
• I also assisted users with MS Office suite, including; Word, and Excel.
• I also troubleshoot VPN connection errors on the Cisco VPN client. Also used PXE boot software for imaging.

Confidential

Help Desk Analyst

Responsibilities:

• I have been responsible for first and second level troubleshooting for operating system, application and network errors on Windows 7, and 10 PCs.
• Also I troubleshoot system errors on Exchange and Outlook 2010 and 2013. I also assist users with MS Office suite, including; Word, and Excel.
• I also troubleshoot VPN connection errors on the Cisco VPN client and SecureID RSA token technology.