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Service Desk Analyst Resume

4.00 Rating

SUMMARY:

Highly motivated and skilled professional seeks career advancement within dynamic, high growth organization that welcomes fresh ideas, initiative, dedication, and experience. Exceptional ability to design web - based applications, maintain system software/hardware, and perform programming, networking or database management within a medical environment. Offering 33 years of high volume medical and information technology experience utilizing cutting edge techniques and solid management acumen, complimented by a highly competitive education.

PERSONAL STRENGTHS:

  • Enthusiastic and energetic during challenging assignments.
  • Demonstrated leadership and team building capabilities.
  • Exceptional ability to launch, and manage highly successful projects and ideas.
  • Versatility, adaptability and willingness to tackle new responsibilities.
  • Self-assured, assertive, and independent.

TECHNICAL PROFICIENCIES:

  • Windows Server
  • MS Office
  • Active Directory
  • Java
  • Java Script
  • Windows XP, Vista, 7,8
  • HTML
  • Ghost
  • MS Access
  • Remote Desktop
  • Fusion/Parallel
  • Work Group Manager
  • Mac OSX server
  • Apple Remote Desktop
  • Mac OS 9 - 10.7
  • Sharepoint
  • Oracle
  • Connectwise
  • Service Now
  • Citrix/VPN
  • HPSM
  • SCCM
  • DSMT
  • VOIP
  • Bomgar
  • IOS 7, 8

PROFESSIONAL EXPERIENCE:

SERVICE DESK ANALYST

Confidential

Responsibilities:

  • Effectively providing first line of contact and resolution for 1000+ global users.
  • Assuring that issues are escalated to the appropriate group or SME, and following the incident until it is resolved.
  • Effectively resolving issues with Windows 7, and 8 operating systems, and printing issues.
  • Providing support to MAC/PC desktops, laptops, and tablets.
  • Creating images, using Ghost, configured new setups, and wiped hard drives using Blanco
  • Resolving printing, connectivity, password, mobile device, and proprietary web based application issues.
  • Supporting Outlook and Gmail
  • Setup user accounts and manage Active Directory.
  • Using HP Service Manager ticketing system.

IOS DEVICE TECHNICIAN

Confidential

Responsibilities:

  • Successfully developed a process for assigning/deploying IOS devices, including iPhones and iPads, in addition to revising inventory for a more efficient assignment process. I was also, responsible for shipping and receiving of all equipment.
  • Troubleshoot all IOS devices
  • Assign, activate, and deploy all IOS devices
  • Received all equipment returns
  • Shipped IOS devices to field users
  • Created “Knowledge Base” documents for proper troubleshooting of IOS devices.
  • Provided support for Video Conferencing.

SERVICE DESK COORDINATOR

Confidential

Responsibilities:

  • Resolving issues with Windows 7, and 8 operating systems, and printing issues.
  • Providing support to MAC/PC desktops, laptops, and tablets, resolving printing, connectivity, password, mobile device, and proprietary web based application issues.
  • Setup user accounts and manage Active Directory, also responsible for creating/updating/end dating Oracle accounts.
  • Creating and imaging computers using Ghost.
  • Monitoring WebSense for malicious activity, remove infected computer from network and remove virus/malware.
  • Monitor Confidential WebHelp desk, resolving issues with the various applications associated with the site.
  • Using ServiceNow ticketing system.

TECHNICAL SUPPORT ANALYST

Confidential

Responsibilities:

  • Provided exceptional support to MAC/PC desktops and laptops, in addition to solving printing issues.
  • User accounts setup and managed in Active Directory.
  • Created and imaged computers using Ghost.
  • Performed monthly, and quarterly preventative maintenance on client servers, successfully resolving any issues noted.
  • Using ConnectWise ticketing system.
  • Provided excellent technical support for end users remotely, and in person.
  • Resolved all networking, server, printing, hardware, and software issues.
  • Successfully performed minor repairs to computers, and audio/video equipment.
  • Actively assisted with student instruction, and classroom technology instructional tools.
  • Facilitated training for teachers, staff, and students on new technologies.
  • Maintained network, databases, and school website.
  • Participated in after school tutoring program.
  • Closely collaborated with sales team in the provision of technical information and product operation to customers
  • Evaluated and troubleshot electronic equipment
  • Performed minor audio/video repairs to include VCR’s, DVD and CD players, digital cameras, and camcorders

Network Administrator

Confidential

Responsibilities:

  • Effectively assumed and completed this temporary position to redesign the network within an existing office.
  • Lent expert technical support and assistance for existing database.
  • Established, launched, and maintained network connectivity of a LAN between offices
  • Successfully presided over all hardware and software issues

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