SUMMARY:

Customer - focused Desktop Support with 10+ years of experience with 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 effectively multitask and to perform with a sense of urgency for rapid issue resolution.

TECHNICAL SKILLS:

Troubleshooting proficiencyDocumentation & reporting

Exceptional telephone etiquetteMicrosoft Office 2013, 15, & Office 365

Experience with Cisco Call Manager OS, Accomplished with IOS, Android, and MAC OS X 10.x

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

MS Active Directory and Windows Server 2008 exposureService Now Ticketing system, JIRA, Citrix Xen fa

Windows 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 with 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 with 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 with teammates to devise better solutions for common issues.
• Assisted with 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 with 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 with new solutions to known issues in Share-point and MS Office Docs.
• Provide immediate technical support for over 800 users in office.