Desktop Support Analyst Resume Atlanta, GA - Hire IT People

SUMMARY:

A highly dedicated and enthusiastic solutions oriented IT Support Analyst with technical leadership and experience supporting a broad range of corporate IT Infrastructures while participating in a team environment.

PROFESSIONAL EXPERIENCE:

Desktop Support Analyst

Confidential, Atlanta, GA

Responsibilities:

Provide support and resolution for end user issues and requests; answering phones calls, creating, working and closing cases. Consistently Top - Rated IT Support Analyst based on weekly stats.
Perform computer imaging, setup, and troubleshooting for Lenovo ThinkPad UltraBooks & tablets, HP & Dell laptops/desktops for Windows XP/7/8.1/10 using Microsoft SCCM.
Utilize the following remote tools: Hyena (VNC), Configuration Manager Console (CMC), Remote Desktop, Citrix GoToAssist and Cisco AnyConnect VPN
Install, analyze and resolve issues relating to Microsoft Office 2003/7/10/13/16 , Office 365, and installation and setup of email software on Apple/Android cellphones.
Provide guidance, advice, and/or to other analysts
Perform installs for all IT related software application requests.
Perform network printer administration and setup on Windows servers.
Diagnose and resolve issues relating to slow pc performance including the removal of malware, and unnecessary applications, the resetting of internet browsers, and adding more memory as required.
Perform basic admin duties regarding the initial setup of new users and granting of second level access within AS400 system.
Work after hours to image multiple pcs as required to ensure the team had a properly managed inventory of computers for new employees and replacement machines.
Compile, format, analyze, and import Confidential help desk documentation into Microsoft SharePoint documentation repository.
Manage equipment recovery process to ensure that offboarded employees equipment was returned into service in a timely manner.
Provide support in leading and completing tasks for projects and roll-outs.
Process the MACDs new hires, deletes and moves (setting up and removing equipment).
Associate of the Quarter 2016; Q2, Q4

Help Desk Analyst

Confidential, Atlanta, GA

Responsibilities:

Provide desktop support through answering of phone calls, creating, working and closing of tickets.
Document and maintain internal procedures.
Troubleshoot technologies to include but not limited to desktop, laptop, software, network, printer, WI-FI, blackberry, droid, and remote connection.
Troubleshoot technologies to include but not limited to desktop, laptop, software, network, printer, WI-FI, blackberry, droid, and remote connection.
Assign user and group permissions, create new employee LAN ids, perform password resets/unlock and enabling/disabling accounts in Active Directory
Work closely with infrastructure team that consists of telecom, network and server administration
Provide support in leading and completing tasks for projects and rollouts.
Support continuous improvement in the process and quality of the operations.

eCommerce Help Desk Analyst

Confidential, Atlanta, GA

Responsibilities:

First point of contact for all support internal and external customers.
Collaborated with management and development team to improve website’s functionality; i.e., test bugs and enhancements to improve customer service.
Conducted one on one, group and Web-Ex for internal and external users.
Assisted with planning and implementation of Confidential ’s national launch open houses for eCommerce website.
Responded to customer inquires regarding orders, billing inquiries and technical problem notifications.
Documented customer issues in trouble ticketing system and escalated per established standard operating procedures.
Addressed internal and external customer questions, website registration, and issues with website.
Reviewed requests, contacted customers to clarify request, ensuring all necessary information is included and routed requests to the appropriate department.
Created social media posts as an online marketing tool to advertise eCommerce presence.
Assisted with designing promotional items used for marketing purposes.
Created, updated and maintained Q & A troubling shooting guide (Support Guide) for solutions, tips, and standard procedures for internal support team.
Collaborated with management to create external customer based survey for eCommerce usage, improvements/enhancements, and increase productivity of internal/external parameters for Confidential .
Worked with other departments to resolve customer issues that are routed incorrectly through eCommerce.

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Desktop Support Analyst Resume

Atlanta, GA

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