Service Desk Analyst Resume Madison, WI - Hire IT People

SUMMARY

Demonstrated expertise and broad technical knowledge while providing excellent customer service with software upgrades, OS upgrades, troubleshooting, hardware upgrades and replacements, data backup/recovery, data migration, analyzed systems and provided recommendations, training, repaired tablets, and smartphones.
Consistently deliver an exceptional level of technical support while providing web - based and network solutions involving systems migration, configuration, administration, upgrades and troubleshooting initiatives.

TECHNICAL SKILLS

Platforms: Red Hat Enterprise Linux, Unix, Linux, Windows, OSX, Windows Server 2013, Exchange server, Apple IOS and Android.

Productivity: Microsoft Office Suite, Lotus Notes, MS Visio, SAP, Citrix; Citrix Xenapp Directory Admin and Desktop Director, Active Directory, Novell eDirectory, Microsoft SCCM, VMWare, Powershell, SharePoint

Networking: TCP/IP, DNS, DHCP, SMTP, NFS, Cisco routers and switches, Cisco AnyConnect VPN, Cisco IOS, Wireshark

Security: Symantec Antivirus, Bitdefender, McAfee Security, Microsoft Security Essentials, Avast, AVG, Kapersky, MalwareBytes and Super-Antispyware

PROFESSIONAL EXPERIENCE

Confidential, Madison, WI

Service Desk Analyst

Responsibilities:

Provide over the phone/remote technical support for internal users and external clients with over 3,500 users for virtually all aspects of Information Technology
Responsible for network monitoring via Zenoss monitoring system and resolving issues, and collaborating with engineers from inception to resolution
Assist users with mobile device setup, usage, and also resolve issues on various platforms such as Android and IOS.
Perform backup and restore (Symantec Backup Exec)
Train, mentoring new analysts to excel in their job duties increasing customer satisfaction
Remedy compromised PCs by utilizing state of the art virus/spyware/malware removal software’s
Perform routine task in Active Directory and Novell eDirectory that involves but is not limited to creating and modifying users’ account, applying permissions, password reset/account unlock.
Develop and maintain technical documentations and knowledge articles
Perform server patching and Windows updates to reduce system vulnerability to outside threats
A project team member that supports Epic Systems (Electronic healthcare software), Cerner, MEDITECH, and Paragon.
Oversee all workflow and processes implementations, maintaining client inventory and resolving technical issues as needed.
Responsible for incident managements to ensure incidents are being resolved on timely manner and SLAs are met. Experiences with HP ServiceCenter, Remedy, TrackIT, ServiceNow and Cherwell ticketing systems

Confidential, Madison, WI

Technical Support Analyst

Responsibilities:

Played a leadership role in a Technical Support Team that delivered assistance with AT&T WorldNet, Palm OS, Palm Desktop and AOL software.
Troubleshot modem connectivity issues, including uninstalling, reinstalling and configuring network components on all Windows platforms and various versions of MAC OS.
Assisted customers with installation and configuration of all versions of Internet Explorer, Netscape Navigator, Outlook, Outlook Express, and Eudora mail clients.
Delivered assistance with installation, usage of the Palm Desk and Palm OS. Troubleshoot issues when they arises

Confidential, Madison, WI

Independent Consultant

Responsibilities:

Demonstrate expertise and broad technical knowledge while providing excellent customer service with software upgrades, OS upgrades, troubleshooting complex issues, hardware upgrades and replacements, data backup/recovery, data migration, analyzed systems and provided recommendations, training, repaired tablets and smartphones.
Clients varies from residential users, healthcare to local shops.

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Service Desk Analyst Resume

Madison, WI

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