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Technical Support Analysis Resume

4.00 Rating

SUMMARY

  • Served as project lead overseeing a team of contractors during a system migration.
  • Responsible for distributing and managing the workload of the entire project team while supervising the entire day - to-day process in order to meet daily deployment deadlines.

TECHNICAL SKILLS

  • Windows
  • Microsoft Office Suite
  • People Soft
  • Lawson
  • SharePoint
  • BMC Footprints Ticketing System
  • Microsoft SQL
  • Bomgar Remote Desktop
  • Active Directory
  • Altiris Deployment Solution
  • HP Service Manager Ticketing System
  • Citrix XenApp
  • Absolute Computrace
  • Wireshark

PROFESSIONAL EXPERIENCE

Confidential

Technical Support Analysis

Responsibilities:

  • Provide tier I and tier II technical support to end users investigating, diagnosing, developing and deploying fix solutions for systems/network issues.
  • Image, diagnose and repair laptops and tablets.
  • Configure and install operating systems software and various applications.
  • Configure and managed user profiles and applications.
  • Responsible for creating, deleting and managing accounts in Active Directory.
  • Responsible for Group Policy Management.
  • Develop, reserve, and restore SQL databases.
  • Performed basic command scripting.
  • Utilized RSA Authentication Manager to manage users RSA accounts.
  • Responsible for sending commands to lock and unlock tablets for security using Absolute Computrace(DDS).
  • Work closely with security team to secure tablets.
  • Document network architectures in wide-area network.
  • Respond to calls after business hours for emergency assistances (troubleshoot or repair).
  • Create tickets using Footprints andHP Service Manager (HPSM).
  • Generate remote access into user’s tablet using Bomgar Representative Console.

Confidential

Team Lead/Onboarding

Responsibilities:

  • Managed a team of six coordinators.
  • Managed all systems security and authorizations request.
  • Issued MS ID & passwords for single sign-on (SSO) access for all new hires.
  • Managed & created all email accounts through MS Exchange for all new hires.
  • Approved all RSA token requests.
  • Trouble shoot basic tablet problems.
  • Created and Managed team SharePoint site.
  • Wrote, approved and implemented policy and procedures for the department.

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