IT Support Analyst Resume Boston, MA - Hire IT People

SUMMARY:

Customer - focused Desktop Support wif 10+ years of experience wif a broad spectrum of computer operating systems applications and hardware.
Exceptional customer service and communication skills; consistently conveys competence and concern to end users. Strong ability to TEMPeffectively multitask and to perform wif a sense of urgency for rapid issue resolution.

TECHNICAL SKILLS:

Troubleshooting proficiencyDocumentation & reporting: Exceptional telephone etiquetteMicrosoft Office 2013, 15, & Office 365 Experience Cisco Call Manager OS, Accomplished wif IOS, Android, and MAC OS X 10.x

Strong understanding: TCP/IP and Networking Confidential t and diligent

Platform: MS Active Directory and Windows Server 2008 exposureService Now Ticketing system, JIRA, Citrix Xen faWindows 7, 8, and Windows 10

PROFESSIONAL EXPERIENCE:

Confidential, Boston, MA

IT Support Analyst

Responsibilities:

Provided Deskside, Phone and remote support to Entire Company
Imaged machines for new hires and setup systems. Processed term users and account deactivation
Created User accounts and email for new hires and trained users during onboarding
Managed All AV in conference rooms, Executive offices and common areas using Crestron, Solstice, Blue Jeans and Robin apps for meeting support
Resolved issues wif network outages, hardware failure, VPN support using F5
Managed Trouble ticketing using JIRA Software for the helpdesk and tracking projects assigned
Used Sophos Endpoint client to manage users Malware and Antivirus
Used JAMF software to manage the Macintosh imaging and software deployment
Used Robin meeting room app wif BlueJeans conferencing solution and Solstice pods for in room screen mirroring

Confidential, Boston, MA

IT Operations Analyst/Desktop Support Tech

Responsibilities:

Answered average of 20 calls during a three hour phone shift every day.
Addressed open trouble tickets as quickly as possible.
Provided after-hour assistance one week at a time, every three months.
Worked wif teammates to devise better solutions for common issues.
Assisted wif ticket queue management in Service Now ticketing system.
Address A/V issues in conference rooms and fixed Crestron AV systems.
Image new laptops/desktops for new hires using Ghost, and imaging tools.
Create and manage phone accounts using Cisco Call Manager.
Provide new hire tutorial session. And provided to staff in seminars weekly.
Assist wif server issues when needed in MS Server and Exchange Environment.
Deploy approved licensed software using Symantec Altiris.
Refresh old laptops/desktops from Apple, Lenovo, and HP.
Manage AD security groups and user accounts in Windows Server 2008.
Update knowledge base wif new solutions to known issues in Share-point and MS Office Docs.
Provide immediate technical support for over 800 users in office.

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It Support Analyst Resume

Boston, MA

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