SUMMARY:

• A well organized and energetic self - starter with proven experience in hands-on skills, troubleshooting complex technical issues and providing expeditious regulation and higher level of customer service.
• Ability to analyze technical problem, emerge with immediate resolution, and properly generate a progress report with the ongoing problem.
• To obtain a consulting or permanent position as a Helpdesk Analyst or Technical support specialist to advance career as an IT professional.
• Fast learner that can retain information in minimal time
• Maintain professionalism with excellent work ethics
• Thorough knowledge of Windows Operating Systems (ME, 2000, XP, Win 2007, Server 2000/2003, Vista), Word Perfect, Adobe Acrobat, Microsoft Office 2003 and 2007 (Word, Excel Access, PowerPoint, Outlook)
• Experience with Active Directory, Diagnosing computer malfunctions and problems, Communicating with system through operator commands
• Direct experience with Remedy/Horizon/Service-Now/DameWare/LANDesk
• Experience with using command line to conduct processes in a windows environment
• Thorough knowledge of DNS, DHCP, TCP/IP
• Experience troubleshooting, configuring and maintaining Cisco routers and switches
• Experience with analyzing network traffic
• Experience with creating and utilizing virtual environment (VMware)

EXPERIENCE:

Helpdesk/Desktop Support Technician

Confidential, New York, NY

Responsibilities:

• Answer users’ inquiries regarding computer software and hardware operation to resolve problems.
• Confer with users, peers and management to establish requirements for new systems or modifications.
• Document all tickets through the use of Service-Now
• Develop materials and procedures and/or train peers/users in the proper use of hardware and software
• Hardware image testing - enter commands and observe system functioning to verify correct operations and detect errors
• Prepare evaluations of software or hardware and recommend improvements or upgrades
• Inspect equipment and complete forms/checklists to prepare for delivery to users
• Setup equipment for employee use, performing or ensuring proper physical installation, configuration and operating systems and appropriate software
• Distributes required materials for hardware and software request
• Install and perform minor repairs to hardware, software and peripheral equipment, following design or installation specifications
• Maintain record of daily data communication transactions, problem and remedial action taken, and installation activities in the call tracking system (GWI)
• Engage in support related projects (disaster recovery, virus, spy-ware or other, hardware and software rollouts, patching locations, etc.)

Helpdesk Analyst

Confidential, Montvale, NJ

Responsibilities:

• Provide daily phone support for all end users within the firm for all components of the IT infrastructure and application support
• Provided guidance, assistance, coordination and follow-up on questions, problems on all system applications, hardware and software.
• Managed own daily individual performance measured by call capture, available time, speed of answer, and call resolution and customer support.
• Ability to work in high stress, high call volume environment record problem systems and status information through the use of Remedy
• Ensure service delivery adherence to established service level agreements, through proactive monitoring and support of call volumes to attain required call captures to meet department goals
• Troubleshoot workstation access, applications software and functional application support, using knowledge of network operating systems or notifying the appropriate support organization
• Attendance to developmental sessions provided by National Support Center is required escalate or consult issues with 2nd level support and management when solution is unclear

Desktop Support Specialist

Confidential, New Brunswick, NJ

Responsibilities:

• Perform restores for users as needed in the event of data loss
• Performed Helpdesk/PC Level I and Level II support for users and clients
• Reset passwords, unlock accounts and modify user information when requested in AD
• Train new employees of proper procedures to perform each task
• Documented all trouble ticket information into Remedy system
• Reviewed account information in Active Directory as necessary to ensure customers have appropriate access and permissions
• Installed hardware and software as needed for computers and printers
• Repaired and configure network printers
• Tested network connectivity to ensure desktops and laptops work correctly
• Resolved over 60% of tickets and issues with first call without escalation
• Install software or perform updates. Follow established procedures to handle inquiries and resolve concerns to ensure client satisfaction
• Received and recorded 25-30 technical issues by phone and email support

Desktop Support Analyst

Confidential, Passaic, NJ

Responsibilities:

• Provide comprehensive technical support services to clients internal customers and service providers
• Assess reported issues and as necessary work directly with clients service providers for escalation and timely issue resolution
• Replicate and resolve customer incidents in the software and hardware environment
• Create and submit detailed call logs documenting customer interactions to be inclusive of accuracy, thoroughness and timeliness
• Help user troubleshoot various application issues remotely using Bomgar
• Elevate customer rights using Active Directory
• Resolved technical issues with Java, Adobe Reader, Flash Player and Shockwave
• Provided solutions to HTTP 500 errors
• Configured system settings and software updates
• Received and recorded 100 technical issues for both phone and email support using Remedy Ticketing System
• Level 1 support for Avaya VOIP phone and voicemail systems
• Diagnosed and repaired computers to component and software level, establishing alternative repair procedures to meet customer needs.