Help Desk and Support Resume Profile

Objective

Securing a Mid to Senior Level User Support Help desk/Desktop Analyst position in an environment that fosters innovation where I can use and extend my knowledge while benefiting the company.

Executive Summary

I am an Oriented Microsoft Certified Professional and A Certification with over 10 years of experience as a User Support Analyst. Solid knowledge of LAN, Help Desk Administration and Related Technologies, with effective combination of balancing multiple priorities while utilizing innovative strategies. I am a team player with a track record of continually meeting and exceeding company expectations.

Skills

Software: Windows 2010, Vista, Windows 2000 Workstations, Windows NT Server 4.0, Windows NT Workstation 4.0, MS DOS 6.2, MS Windows 98, 95, 3.1, Office 2010, Office 2007, Office 2000 Professional Suite, Office 97 Professional Suite, Paradox 5.0, PowerPoint, Netscape Navigator, Internet Explorer 5.5, Norton Antivirus, Adobe Acrobat, Act 2000, ADP, Exchange Server, Remedy Resource Kit Service Packs. BES, Service center, Rumba, Attachmate, Solarwind, Cybermation, Autosys, VMS and OCS.

Hardware: Pentium CPU, IBM PC Compatible, Hewlett Packard Laser Jet Printer, Panasonic Laser Jet Printer, Canon Color Bubble Jet Printer Lanier Fax Copy Printer. Laptops: IBM, Dell, Compaq, PCMCIA Cards and CD ROM. Telecoms and Polycoms, Avaya.

Experience

Confidential

Responsibility includes providing support to our external and internal client's, customers and employees. Open. Follow up and close trouble tickets, task and service requests. Open and assign tickets and task to appropriate teams, troubleshooting desktop problems and software issues and server issues. Monitoring web based applications, network administering, escalating issues, communicating and reaching out to vendors, disabling creating, resetting accounts and passwords, configuring application, installing VPN and ERAS and configuring.

Confidential

Primary responsibility is to provide level2 technical support via phone, log and escalate unresolved technical issues via customer Q Ticket Management System to the appropriate technical support group. Field all incoming IT related service request to assure all required information is presented prior to to forwarding to proper Business group. Provide level2 technical support as well as how-to support via McAfee remote desktop support. Provide post migration support during XP deployment program. Main responsibility includes creating computer and user accounts to Active Directory environments for any failed migration machines.to provide desktop support for any application issue related to XP migration. Take over 80 calls per day and support over 2000 application globally in a high call volume atmosphere .Create , unlock account for various application and update Customer Q.

Confidential

Responsibilities included administered helpdesk support to all internal and external support users. Responsible for building computers and upgrading PC and laptops software and hardware, maintaining the Norton Antivirus support Console, light network support. Purchased equipment for and internal distribution and shipping to external clients. Responsibilities also included setting up VPN, video conferencing and phone Lines. Scheduled 24 hour on call helpdesk support service to work with IT staff. Open tickets for internal and external users.

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