IT Support Analyst Resume Profile CA - Hire IT People

SKILLS AND QUALIFICATIONS

Agile Scrum Development Training Technical Support Microsoft Outlook
Careers in Business Analysis Training MS Office 2003/2007/2010 Cisco AnyConnect VPN
Customer Service HDI Certified BMC Remedy Client Windows 7

PROFESSIONAL EXPERIENCE

Confidential

IT Support Analyst End User Services EUS

Provide responsive level 2 end user technical support for all deployed laptops desktops peripherals mobile devices applications and network connectivity issues on-site via remote
Troubleshoot and resolve PC hardware and software problems
Maintain hardware asset tracking reporting via Remedy Asset Management
Managed a team of technicians to convert legacy OfficeMax Associates who are transitioning from their current platform to the OfficeDepot platform
Assist in creating and maintaining departmental standard operating procedures and technical documentations used by the helpdesk and other IT departments
Work directly with team members IT groups and non-IT/business representatives to address all incidents problems requests
Assisted in enrolling 300 end users to AirWatch MDM Agent on IOS/Android mobile devices
Maintain Active Directory end user accounts and group policies
Maintain end-user security/protection tasks virus updates virus/malware removal hard-drive back-up hard-drive encryption configuration

Confidential

IT Support Analyst Service Help Desk

Provided technical and procedural advice assistance support and problem resolution to the full complement of OfficeMax system applications hardware and software for all corporate and retail locations
Respond to all incidents and service requests in a timely manner achieving SLA s as established for the department
Project lead on maintaining RDS/POD mobile devices
Contributed to the Windows 7 PC refresh project
Managed service desk daily ticket flow to ensure all incidents/requests are properly researched updated resolved or escalated QB
Worked within the team to learn new skillsets and identify potential issues
Provided hands on training to new hires on processes and procedural documentation
Documented logged incidents and requests using BMC Remedy 7.6 ticketing system
Documented all reported incidents requests and questions into the Knowledge Management Database
Supported the following System Applications
o SAP PR2 Race AS400 Mainframe SAP Portal SharePoint CRM StoreCenter DsignShop StaffWorks and Red Prairie
Utilized the following Administration Support Tools
o BMC Remedy Client Citrix Receiver Active Directory Remote Desktop DameWare Outlook Exchange RSA admin Blackberry Enterprise Server BES Airwatch IOS/Android Novell ConsoleOne UserMax Admin and Cisco AnyConnect VPN

Confidential

Desktop Support Technician

Provide local computer hardware and software support within the Motorola environment
Supported on-site users and executives for multiple Motorola locations
Installed/configured new and replacement hardware/software
Replaced hardware appliances such as laptop motherboards and hard drives
Performed pc re-imaging and data migration
Responsible for managing Asset Management Inventory database
Local/LAN printer configuration and setup
Image creation and implementation using Symantec Ghost