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It Support Analyst Resume

Boston, MA


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.


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


Confidential, Boston, MA

IT Support Analyst


  • 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


  • 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.

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