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It Field Support Analyst Resume

SUMMARY

  • Seasoned hands - on IT Professional with over ten years of experience, in a client servicing role.
  • Responsible for coordinating projects among various departments and project management of scheduled tasks.
  • Supervision experience, technically savvy and exceptionally competent at solving networking and computer technological problems.
  • Computer Repair / DNS/ DHCP
  • Printer Server / Printer Support
  • Software Documentation
  • Office 365 & Exchange
  • Service Now, BMC/Remedy, SM9 Cherwell/KACE, ZenDesk
  • Desktop Computers / Laptops
  • Asset Management
  • Windows Server 2012 R2
  • Windows XP/7/8/10, Mac iOS 10
  • Vendor Management
  • Security / Anti-virus / Encryption
  • Network Management
  • Bomgar / Teamviewer /Remote Desktop
  • Active Directory / Software
  • Lync / Skype for Business Server
  • Citrix Applications (XenDesktop, Xen Server, Director, Webex, XenApp) Citrix Server/VMware
  • NextLevel VoIP/Cisco Phones/Polycomm/Avaya
  • Executive Support (VIP) /
  • iPhone, Android, Blackberry, MS Windows devices
  • SQL/Toad configuration with servers
  • Project Management / Field Tech
  • Disaster Recovery / ITIL

PROFESSIONAL EXPERIENCE

Confidential

IT Field Support Analyst

Responsibilities:

  • Supported Skype to business with 3rd party clients and end-users throughout teh corporation.
  • Rehabilitated Organization Units (OU) in active directory for computer placement, group policies, and all users.
  • Field engineering with consisted of traveling to local and out of state locations which consisted of installing hardware and software for various industries
  • Troubleshot end-point network issues from laptops, terminals, desktops, mobile phones, and other devices for users.
  • Utilized Bomgar for remote support for all users including 3rd party vendors to resolve email, network connectivity, slow computer, plus other problems thru teh ticketing system.
  • Strategize and implement network security, including maintaining firewalls, configuring VPN, managing host security, file permissions, file system integrity, and adding and deleting users
  • O365 support and migration to newer platforms for upgrades from Office 2010/2013
  • A/V equipment and support for conference rooms, VoIP, and other peripheral replacements.
  • Coordinate both large and small projects for standard users and executive level employees
  • Interact with various functional departments to provide timely and accurate solutions to end customers.
  • Data migration for refresh program and imaging devices on Win 7/ Win 10 and Mac platforms.

Confidential

Jr. System Administrator/Executive Desktop Support

Responsibilities:

  • Installed and configured encryption, antivirus, & firewall security on Dell supplied laptops.
  • Desktop administration duties such as removing/adding access to folders and applications. Along with application administration which granted or denied ass to different levels of access into systems or buildings.
  • White-glove treatment to executives (VP, SVP, AVPs, managers, and standard users) in handling all matters as urgent.
  • Provided highly visible end-user support through teh performance of on-site installation, as well as overseeing any necessary diagnoses, troubleshooting, service, and repair of complex equipment and systems
  • End-user support ranging from applications, mobile devices, hardware, and software troubleshooting via Service Now Ticketing System for over 2000 users.
  • Symantec Encryption and Symantec Endpoint protection deployment for all end-users computers.
  • Configured & supported AWS/Citrix/Horizon View virtual machine environment for remote/offshore employees and contractors.
  • Administered Lync/Skype for Business server and supported/configured application as well.
  • Corresponded with 3rd party vendors from projector installations, system application issues, tv installs, printer servicing, and related company issues.
  • Project manager for testing field/office computer equipment from variety of vendors such as Dell, Asus, HP, Lenovo, and other major manufacturing computer companies.
  • Configured SQL 2012/Toad by inputting settings by adding/editing system’s environment variables as well as providing server access to developers.
  • Manage inventory and provided support for all departments; Configure, install, image desktop and laptops for new hires;
  • Experienced with Juniper, Remote Access, LANDesk, Service Now, Avaya, Remote Desktop, VOIP, and Cisco AnyConnect (VPN); Create, configure, maintain and delete network printers on/off server.
  • Provided executive support for C-level employees, which all matters are treated as urgent.
  • Utilized System Center Configuration Manager as well as teh secondary toolkits, primarily WakeUp Spy, Power Viewer Tool, Client Spy and Send Schedule Tool.
  • Citrix Applications (XenDesktop, Xen Server, Director, Webex, XenApp) Citrix Server/VMware environment. Standard/Persistent configuration. Administrate user’s profile by resetting, rebuilding, and administrating portal access.

Confidential

Support Analyst

Responsibilities:

  • Evaluate user concerns, also identify appropriate resources for teh resolution of complex problems; rectified routine problems by making minor repairs to computer equipment and/or entering specialized commands or data into systems.
  • Daily tasks included working with Citrix end users and working with application teams to install, improve or deploy updates to their applications installed in Citrix.
  • Also performed server, network and software support.
  • Served as part of a team dat rolled out Citrix Thin Client solutions to over 500 facilities which tan followed teh imaging of all workstations to work with teh Citrix solution.
  • Daily duties included Level 2 support of facilities and to assist with setup of new users on teh thin client solution.
  • Configuring NextLevel VoIP for call-routing purposes and queues for structured departments
  • Good Control Console - Access Keys for Blackberry Works/ Good Works
  • Controlled Citrix Environment with Xen Apps, Xen Desktop, Desktop Director and many other Citrix platforms on a virtualization server/VMware.
  • Fielded an average of 25 calls per day from internal and external users who user domain and non-domain users.
  • Used LAPS UI Device to track specific passwords for each individual desktop, laptop, and Wyse terminal.
  • Abetted remote employees with VPN application, Cisco AnyConnect, to access corporate domain.
  • Administered SNAP & Data Trac loan origination systems for over 3000 end users
  • Responsible for maintenance of Sharp printers and supplies, which included creating service calls for in-house and remote locations
  • Setup Outlook 2010/2013/O365 accounts Exchange and Active Directory - Configured users accounts on their personal devices and work computer.
  • Managed assets via Lansweeper to track all IT equipment including servers, laptops, monitors, terminals, etc
  • Provided support for desktop computer operating systems (Windows 7 &10) for 2000 users
  • Google Apps and hardware/peripherals; work with individuals across teh community

Confidential

IT Supervisor - Executive Assistant

Responsibilities:

  • Ensure dat teh goals and objectives of teh End User Services incident management processes are meeting established project timelines, service level agreements (SLA) and support operations are aligned with teh overall IT strategy.
  • Citrix Applications (XenDesktop, Xen Server, Director, WebEx, XenApp) Citrix Server/VMware environment. Standard/Persistent configuration. Administrate user’s profile by resetting, rebuilding, and administrating portal access.
  • Troubleshot Lync/Skype for Business issues, Active Directory, in-house applications, Confidential products, 3rd party applications, VoIP phones, SPOC agents, executives (VP, SVP, AVPs, managers, and standard users).
  • Design and Communicate standards within IT organization to improve utilization of technology and desktop support delivery
  • Travel to multiple of infrastructures throughout United States to setup networks onto our corporate network/domain.
  • Ensure dat teh goals and objectives of teh End User Services incident management processes are meeting established project timelines, service level agreements (SLA) and support operations are aligned with teh overall IT strategy.
  • Administered senior techs which help supports Tier 1, Infrastructure, Triage, technical resolutions, and escalations as needed for corporate users
  • Coordinate weekly meeting with team to discuss resolutions and concerns with users’ machines.
  • Assure dat all VIP tickets are escalated to teh maximum level and resolved urgently.
  • Modernize knowledge base, for new occurrences dat were rectified
  • Manage QTKM support tickets in a timely manner by diagnosing, prioritizing and actively resolving issues for PA Team.
  • Installed and configured encryption, antivirus, & firewall security software on endpoint devices.
  • Provide quality assurance for Helpdesk, Tier 2, and Account Admin teams by creating scorecards, metrics, and performing call/case quality.
  • Facilitate trainings to new employees of Production Assurance team and find innovative ways of disseminating on-going training materials in a way dat makes sense for each staff member.
  • Work with Production Assurance team managers to gather reporting requirements and provide timely feedback.

Confidential

Senior System Specialist

Responsibilities:

  • Email migration from various email platforms (yahoo, gmail, Exchange, Outlook 2010, Outlook 2013) to O365
  • Imaging operating systems within KACE/SCCM and assigning/updating inventory to teh each employee.
  • Accountable for evaluating techs performance as well as metrics; making sure tickets assigned to teh team are up to date and rectified
  • Troubleshot Lync/Skype for Business issues, Active Directory, in-house applications, Confidential products, 3rd party applications, VoIP phones, SPOC agents, executives (VP, SVP, AVPs, managers, and standard users).
  • Asset Management - overseeing software/hardware assets globally throughout teh corporation via KACE which allow to track equipment from users
  • Urgently resolved high escalations for VIPs/Executives in a timely manner
  • Securely provided access to divisions of organizations within specific corporate groups using GPO's in Active Directory. VPN setups for users to log in remotely from home or into other portals.
  • Cabling MDF room for internet connections for various servers on teh network. Also directed Blade/Ports to specific locations/departments.
  • Deployed specific imaging of machines depending on teh department or desired software.
  • Provided technical support for standard users and C-Level executives in a Windows 7 and Windows 10 environment, which we support over 3500 end users internally and remotely.
  • Hardware replacement on devices & machines (LCD screens, RAM, peripherals, CD-ROMs)
  • Critical thinking to rectify daily issues & documenting troubleshooting steps.
  • Initializing assessments, researching, and finding teh resolution of basic incidents and requests regarding teh use of application software products and/or infrastructure components
  • Responsibilities include collecting information through customer conversations, accessing support tools, and involving additional support staff if needed. Issues beyond our scope are resolved by engaging other service resources from facilities, division or corporate groups.
  • Orchestrated conferences within teh company if SLA agreement was at risk, in order for specific teams facilitate resolutions to get complications back to constancy.
  • Remedy ticketing-system used to input inquires, cross connects, temporary/permanent access, network issues to teh appropriate team group or member.
  • Responsible for answering incoming calls and placing outgoing calls on immediate response situations.
  • Weekly audit projects for internal and external customers.
  • Monitored data equipment to ensure dat it maintained a positive reading within a 24/7 environment

Confidential

IT Manager

Responsibilities:

  • Troubleshot Lync/Skype for Business issues, Active Directory, in-house applications, Confidential products, 3rd party applications, VoIP phones, SPOC agents, executives (VP, SVP, AVPs, managers, standard users).
  • Manage teh overall operational, budgetary, and financial responsibilities of End User Services (Level 1 - Level 2 globally)
  • Resolved user profile errors, viruses, slow performance, computer freezes/reboots, internet/network not working, windows 7 stalling on startup. Rectifying BSOD, Upgrading system drivers
  • Domain access issues, VPN malfunctions, password synchronization problems.
  • Provided hands-on and remote support for over 5000 users
  • Add/Remove Users and Group Distributions via Active Direct
  • Partitioned HDD, Data transfer, installation/removal of hardware (LCD screens, RAM, keyboards, etc.)
  • Managed Exchange Servers 2007, 2010, and 2013 for users and groups.
  • Creating VPN connections for vendors through private/public internet protocols.
  • Mobile Support with IPADs, IPODS, Android O/S, Mac Devices
  • Citrix systems: Citrix Receiver, ShareFile, GoToMeeting, GoToMyPC, Virtual Desktop, Cloud, Provisioning Server, SSL /VPN and secure remote access
  • Software installs from ftp servers and data (files & email) migration.
  • Handle large volume of incoming telephone calls, covering full range of customer services in a prompt and professional manner, and obtaining all information for resolution of transaction.
  • Prep work orders for service appointment requests after determining if field visit is required and ensure appropriate follow-up procedures are met.
  • Remedy ticket system used to resolve customer issues, escalating hardware issues for parts modification.
  • Conveyed service request status and resolution time by communicating with end-user
  • Supported Point of Sale (POS) hardware/software products for many businesses such as cash registers and touch screen applications via remote access
  • Secured networks via software, packet filters NATs and proxies. WAN/ LAN configurations.
  • Maintained fast, accurate services, positive guest relations, and ensuring products are consistent with company quality standards
  • Ensured company standards on equipment, facility, and grounds are maintained by using a preventative maintenance program.

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