Desktop Support Analyst Resume Profile

Summary

With 16 years of experience and a successful track record of leveraging technical expertise in software applications operating systems networking for the real estate import / export and healthcare industries. Built effective customer relationships with and highly sought out by a variety of clients as a result of outstanding troubleshooting and problem solving skills. Built an excellent reputation for astute listening skills abundant patience and composure in high stress situations. Formed lasting professional relationships with clients support personnel programmers vendors and senior management.

Areas of Expertise

Technical Support / Customer Service
Computer Hardware
Operating Systems / Imaging

Software Applications
Networking
Education / Training

Professional Experience

Confidential

Data Support Associate

Supported over 60 users from line staff to executives in a fast paced and varied environment.
Created maintained user accounts email and security access for entire agency.
Worked with vendors and internal management to procure new hardware software and maintain equipment via service contracts.
Built deployed Ghost images for all new existing PCs.
Deployed Updated VOIP phone system programming database.
Created maintained inventory database for all agency equipment.
Managed provisioned all agency mobile devices.

Confidential

Desktop Support Analyst

Imaged built tested and deployed PCs for large scale Epic software deployment at 2 hospitals.
Provided desktop support to each hospital following Epic software go live.
Deployed and maintained printers and scanner upgrades.

Confidential

Software / Data Provider

Technical Support Manager

Led technical support reps on providing outstanding customer service and support for proprietary software application for real estate professionals.
Provided desktop support for entire company.
Deployed Ghost Images in scalable fashion over network from a Ghost Server.
Handled 30-40 mission critical calls daily on such matters as software utilization troubleshooting and compatibility issues.
Effectively resolved elevated support calls and decreased number of calls handled by programming department.
Facilitated all in house training on specific applications problem solving and procedures.
Improved image and market position of company through design of digital and print media as well as marketing materials.

Technical Support Representative

Handled 30-40 level 1 support calls daily varying from program installation utilization and troubleshooting.
Performed desktop support to in house staff by performing software installation hardware repair system upgrades as well as troubleshooting for all in house staff.
Collaborated on rollout for office wide upgrade from Windows 98 to Windows XP.

Confidential

IT Specialist

Maintained an office of 10 workstations including maintenance troubleshooting network and printer issues.
Provided software installations upgrades and training for entire office staff.
Upgraded office workstations from Windows 98 to Windows 2000 Professional.

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