SERVICE DESK ANALYST Resume

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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