Help Desk Analyst Resume Profile

SUMMARY OF QUALIFICATIONS

Over 8 years of experience in enterprise systems and general technical support including customer service and application/software and remote support
Experience in hardware and software implementations and deployment
Audiovisual and Meeting Support Web Conference, Audio Conference, IPTV, Videoconference
Operating Systems: Windows XP, Windows 7
Proficient in use of Microsoft Office 2003, 2007 and 2010, Microsoft Lync, Outlook, Citrix and Virtual Desktop Infrastructure VDI with XenDesktop, VPN, Remote Desktop software SMS , TCP/IP, RSA security fob administration
Help desk/call center ticketing software: HEAT, Track-It, Eagle, HP Service Center
Network Systems: Microsoft Server 2000 Active Directory and Networking Essentials, Novell Console One, iManager, Zenworks Configuration Management, Workstation Browser , Blackberry server BAS/BES support
Certifications: Computer Network Administrator Certificate and Computer Network Technician Certificate from Clayton State University

PROFESSIONAL WORK EXPERIENCE:

Confidential

Enterprise Systems Help Desk Coordinator Level 3

Provide single point of contact to track and resolve technical, application and business support issues for more than 14,000 employees in over 40 countries in Windows XP/7 Enterprise environment
Provide advanced diagnosis and expert operational support for service desk, infrastructure hardware and applications
Provide operational support of proprietary CDC applications as well as Windows and Microsoft office issues
Provide training to users on how to set up and use new technologies and software
Provide extensive support to remote customers utilizing Citrix and troubleshoot remote access problems
Provide mobile device support Blackberry and iPhone
Responsible for network administration tasks using Active Directory including creating new users, assigning rights/permissions, and resetting passwords
Responsible for meeting Service Level Agreements SLAs in a high volume environment

Confidential

Help Desk Analyst

Provided remote call center technical support to IBM/Lenovo customers in Windows Vista environment

Confidential

Help Desk Analyst Tier II / Field Trainer for Server Implementation

Supervised field tech and specialists charged with the setup, installation and configuration of server hardware/software and PC's at newly acquired JP Morgan Chase Bank branches across the country to ensure proper installation of peripherals
Logged calls, problems and service orders in Eagle and Peregrine ticketing systems and followed up to ensure closure
Oversaw field tech operations to ensure proper installation of peripheral equipments with minimal supervision
Conducted classroom training on West Coast namely CA, CO, NV and AZ, to field technicians who were converting Washington Mutual banks to Chase bank branches

Confidential

Regional Desktop Technical Support/Network Specialist/Trainer

Supported over 50 desktop and laptop users
Upgraded software and network hardware Windows 2000 server
Troubleshot hardware, software, network connectivity, and printer issues
Supported users of Blackberry and Treo phones
Provided classroom training and one-on-one training on operating system, iManage, Microsoft Office and other law firm applications for office staff, associates and attorneys and new employee orientation and training
Assisted secretarial staff with efiling preparations to meet critical deadlines
Maintained inventory of computer equipment laptops, PCs, printers
Used Active Directory and Novell ConsoleOne to create and maintain user accounts
Worked directly with vendors to solve application and network problems
Handled audiovisual equipment and arranged videoconferencing and Webex conferencing
Member of on-call team for all office locations
Worked on special projects as needed using PowerPoint, PDF conversions and scanned jobs

Confidential

Help Desk Support Analyst-Tier I/Application Support Specialist-Tier II/Trainer

Provided technical support for hardware, software, network for over 200 users by phone and through emails
Assisted end users with network connectivity problems, computer lockouts and printer problems
Assisted end users with Windows and Microsoft Office help and how-to
Logged all calls and messages in the HEAT database and followed up to ensure closure
Analyzed problems using diagnostic programs and vendor's knowledge base
Oversaw installation, configuration, testing, support and testing and troubleshooting any issues associated with desktop client
Responsible for imaging/packaging computers
Supported users of BlackBerry and Treo phones distribution and training
Part of Deployment team floor support during and post-deployment
As application support specialist, increased Help Desk productivity through training and mentored other trainers on troubleshooting
Performed classroom and individualized training for new employees
Created curriculum and composed documentation for new applications
Created training aids manuals, handouts and slides