Technical Support\Service Desk Analyst Resume

SUMMARY

A dedicated professional with a very strong academic background.
Combined work experience of more than 5 years within tech support and customer support.
Self - motivated and detailed oriented
Strong Work Ethic and Professional Work Attitude
Excellent Team Player and Computer Knowledge
Communication skills - strong command over English language
Quick learner with desire to continuously grow and learn

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

Confidential

Technical Support\Service Desk Analyst

Responsibilities:

Act as a single point of contact for phone calls and emails from staff regarding IT issues
Troubleshooting of IT issues from software to hardware, such as Laptops, PCs and Printers, Faxes
Work on Level- II tickets assigned by the team
Provide Desk Side Support to the head Office employees & troubleshoot network and VPN issues
Setup new user on BES server and help configure the devices (Iphone, Blackberry)
Install/update new software’s. Perform IMAC and troubleshoot Lexmark, Ricoh MFD’s and reimaging
Strong knowledge of Windows Server 2008, 2012, DHCP
Networking support and troubleshooting in complex, multi-site LAN/WAN environment
Active Directory, OU structure, creating user accounts, groups etc.
Office 365, SharePoint, One Drive, Skype for Business
Exchange admin (creating mailboxes, security groups, Distribution Lists etc)
Powershell scripts to grant calendar access
New user accounts setup in applications Yardi, Point Click Care, JDE, Kronos and provide support
Help Auditors with User access review
Creating training documents and work on projects
Train the new hire in Service Desk

Confidential

Technical Support Analyst

Responsibilities:

Working on Linux platform, Win 7 virtual client
Consult user guides, technical manuals and other documents to research and implement solutions
Provide advice and training to users in response to identified difficulties; Collect, organize and maintain a problems and solutions log for use by other technical support analysts
Service Now ITSM platform
Provide advice and training to users in response to identified difficulties
Resolve technical issues related to hardware / software, operating systems and connectivity
Phone and email support to Apple iOS and Blackberry OS
Troubleshoot Lexmark MFD Printers, Fax, ABM and Confidential ’s branch devices
Troubleshoot Citrix, DNS, DHCP, VPN and LAN connectivity
Microsoft Outlook & Office, Adobe Acrobat, Lotus Notes and Windows XP, 7 and 8

Confidential

Desktop Services (Internship)

Responsibilities:

Answering Help desk calls
Workstations troubleshoot and support services
Providing support to Apple iOS and Blackberry OS
Installation of software and hardware
Workstation imaging and deployment
Provides one-on-one end-user problem resolution over the phone
Diagnoses and resolves end-user network or local printer problems, PC hardware problems and e-mail, Internet and local-area network access problems.

Confidential

Customer Support Representative

Responsibilities:

General administration and client account reconciliations (query resolution process)
Accurate filing of client documentation
Operation processes comprehension and strictly adhering to process requirement.
Electronic System Support to local client base
To work with all customers in a friendly, professional and helpful manner, maintaining a consistent and positive customer service image.

Confidential

Data Centre Operator

Responsibilities:

Answer after hour calls
Operate, monitor and maintain efficiency of the data and networks
Program an effective data extraction and mining system within the data management system
Responsible to maintain the efficiency of the system. Undertake program updates, debugging and troubleshooting as required.
Create categories to store data as per its subject matter and relevance
Maintain backup of the recorded data and maintain it safely