SUMMARY

• 7+ years of IT experience as a Desktop Support Analyst in deployment of Operating Systesm, Client - Server applications, developing business processes and system solutions for Banking and Financial Industries for various projects from conceptualization to implementation.
• Install and troubleshoot hardware and software issues to include desktop /laptop software, printers and fax machine.
• Strong understanding of workstation system principles, operating systems, system configurations, utility programs, operational procedures and automation concepts
• Able to demonstrable knowledge of networking functionality
• Strong knowledge of Microsoft Office 2000, 2003, 2007, and Outlook 2007
• Proven experience in technical knowledge with Windows XP, windows 7 Microsoft applications, wireless networking and access point.
• Strong ability in problem-solving, troubleshooting, and developing creative technical solutions within corporate guidelines
• Extensive experience providing break-fix support and software trouble shooting
• Ability to install, repair and administer operating systems to include Windows 95, Windows NT, Windows 2000, Windows XP, Vista and Window 7
• Outstanding customer service skills with the ability to demonstrate tact and sensitivity in customer communications projecting a positive image
• Excellent analytical and problem solving skills
• EXcellent interpersonal, oral and written communications skills
• Excellent organizational and follow-up skills
• Detail oriented with attention to processes and procedures
• The ability to handle short deadlines, work well under pressure, and prioritize multiple projects as well as daily assignments with limited supervision
• Strong ability to develop and maintain strong strategic relationships with clients, senior executives, vendors
• Excellent analytical skills and problem solving capabilities with strong Communications skills.
• Knowledge to include but not limited to TCP/IP, DNS, DHCP, HTTP, POP3, SMTP, IMAP and ISO
• Experience working in, ITIL and Six Sigma methodologies.
• Well versed in Requirements/Change Management, Problem Management and Service desk

TECHNICAL SKILLS

SOFTWARE: MS Office 2003 (Word, Excel, Outlook, Power Point), Altiris Desktop management software, IMIN Communicator, VPN Client, Safeboot Laptop Encryption software, Symantec Client Security, CorelDraw, Adobe PageMaker, Internet Explore, Netscape Communicator, Norton Utilities, Visio, PC Tools, Microsoft Exchange server 2003 & 2007, Active Directory, IIS Servers, SMS, Blackberry, PDA s, Visio, SQL2005, Various Operating Systems(Windows and Mac platform), SMS,, VMware exi, Lotus Notes

OPERATING SYSTEMS: Windows XP, Windows NT 4.0, Windows 2000/98/95, Novell NetWare 4.11/3.1x,Windows 3.11, MS DOS 6.2, VAX/VMS.

PROTOCOLS: TCP/IP, IPX/SPX, NetBIOS, NetBEUI, Ethernet, 802.2 & 802.3.

PROFESSIONAL EXPERIENCE

Confidential, Toledo, OH

Senior Desktop Support Analyst

Responsibilities:

• Second and Third level support of corporate hardware and software assets including but not limited to Dell PCs, laptops and servers, HP printers, Microsoft Office, Cisco VPN support along with RSA Security
• Involved in setting up Cisco switches and router to our corporate data center.
• Evaluated the organizations current technologys use and needs and recommended improvements, such as hardware and software upgrades
• Met with department heads, managers, supervisors, vendors, and others, to solicit cooperation and resolve problems
• Set up user accounts, regulated and monitored file access to ensure confidentiality and proper use in an Active Directory environment
• Maintained needed files by adding and deleting files on the network server and backing up files to guarantee their safety in the event of problems with the network
• Planned and implemented Windows XP to Windows 7 Migration
• Performed full system tape backups and emergency tape recoveries
• Troubleshot and resolved desktop, network, and systems issues
• Mentored staff, devised rosters, chaired meetings, and provided second-level technical support to local and international users
• Performed advanced troubleshooting and resolution of desktop, server, and application issues
• Provided extensive customer support with both face-to-face and telephone consultation
• Configured and documented standard desktop computer workstations
• Analyzed and monitored existing network for efficiency and effectiveness, including server performance, activity, memory and disk space
• Developed a comprehensive Management Recovery Plan in the event of catastrophic data center loss

Confidential, Carson, NV

Senior Desktop Engineer

Responsibilities:

• Provided comprehensive evaluations of the current support functions to include call flows, problem management, change management, staffing models and skill sets
• Worked with Executives and Business Managers to help align IT with business needs
• Developed processes and procedures on implementing new technologies
• Monitored the HelpDesk Ticketing System as part of our SLA and metrics system
• Worked with offshore remote partners in India to ensure enforcement and effective application of IT security, polices and processes
• Implemented and managed Best Practices in PC Life Cycle Services
• Developed realistic Best Practices Matrix for Help / Service Desk and Desk Side Computing services based on end users needs and requirements
• Studied the root causes of failure and implemented methods to eliminate them resulting of reduction in Repeat Failures from 25% to 14%
• Increased the customer satisfaction rate from 58% to 71%
• Recruited and trained network and desktop support technicians
• Chaired project meetings, and conducted business and technical translations
• Hired new staff, identified deficiencies, and devised solutions for optimizing communications between the support area and end users
• Directed a team of PC Technicians, a Network Administrator / Analyst, and two Help Desk personnel in the management of all facets of information technology
• Managed vendors and coordinated a global team

Confidential

Desktop Support Analyst

Responsibilities:

• Remote installation of windows servers using GHOST images, configure the servers as per the request documents of Build servers.
• Deployment of security policies on all the windows servers remotely on build and production servers..
• Deployment of monitoring, antivirus and backup client on the servers remotely
• Analyst on the data migration projects to combine client information from the distributed policy resource systems into Enterprise Customer Info File (CIF).
• Monitoring the backup jobs and recovering the data using IBM Tivoli Storage Manager.
• Process related training to new peers on customer related issues and technical work flow.
• Deployment of server to centralize management of sites.
• As a desktop Support Analyst we are responsible to work on almost Managing 4000+, Win2k3 & NT 4.0 boxes located across AUSTRALIA over the WAN using remote Desktop, VNC and Dame Ware and PC Anywhere application.
• Worked as a L3 server Support Specialist for the Intel boxes and handling problem tickets based on severity levels. Installation and Configuration of printer queue and troubleshoot problems related to printers and spooler, windows 2000 and 2003 servers.
• Configured software packages for distribution using Microsoft SMS
• Successfully setup, diagnosed and repaired personal computers
• Diagnosed and repaired computers to component and software level, establishing alternative repair procedures to meet customer needs performed advanced troubleshooting and resolution of desktop, server, and application issues
• Trained and assisted users with hands-on troubleshooting of workstation equipment and peripherals
• Configured and documented standard desktop computer workstations
• Troubleshot and resolved desktop, network, and systems issues
• Set up local area networks for classroom projects
• Designed and developed training curriculum and materials used in training clients in use of networking systems
• Established and administered IT security policiesLed helpdesk team to manage and troubleshot issues-plus-user enterprise network and information security systems for 24/7 availability
• Was on Microsoft Active Directory migration project
• Provided support and management of windows desktop and users exchange e-mail
• Evaluate, Test, deploy, and support new technologies
• Responsible for daily hardware, O/S, and application support as it relates to internal company needs
• Administering Microsoft exchange, blackberry and PDA devices.
• Developed and maintain cost effective solutions for all hardware, software, and update solutions regarding printers
• Manage and troubleshoot Apple device to include, Iphone, Ipad and Mac book platform software
• Create and maintain relationship with third party venders
• Upgrade and patch all desktop and laptop
• Create and maintain documentation as it relates to server or network configuration, processes and service records.
• Install, configure, maintain, and troubleshoot end user workstation hardware, software, mobile devices.
• Monitor system logs and activity on all internal devices
• Installation and configuration of wireless profiles utilized in client solutions

Confidential

Desktop Support Analyst

Responsibilities:

• Provide technical support to the clients desktops & laptops via the phone, email and remote tools
• Password resets, printer set up, troubleshooting account specific client applications, and basic diagnosing of the desktop/laptop software problems.
• Setup equipment for employee use, performing and ensuring proper installation of cable, operating systems, and appropriate software.
• Provide on-site repairs for clients and internal customers.
• Troubleshoot to diagnose customer issues
• Provide Microsoft application and Software support.
• Ability to implement, administers, and troubleshoots Microsoft active directory and group policy objects (GPO) as they relate to desktop configurations.
• System imaging and deployment.
• Patch management and operating system build to support deployment process

Confidential

Desktop Support Analyst

Responsibilities:

• Achieved highest client support ratings in the department and exceeded standards for trouble ticket turn around times
• Provided internal customer support for various divisions of the company.
• Installed, configure and troubleshoot computer hardware, operating systems, network configurations and software
• Escalated issues to the department manager for help when necessary
• Collected and document user’s requirements
• Authored user manuals and desktop standard
• Assisted with the installation, configuration and ongoing usability of desktop computers, peripheral equipment and software
• Trained and orients client staff on use of hardware and softwar
• Enabled employees and contractors in our Toledo office to gain maximum productivity from our IT infrastructure
• Supported 175 end users in many aspects of the hardware and software environment
• Installed hardware, applications, maintain LAN / WAN / Wireless networks, support remote access users, develop documentation, the IT team
• Prepared and presented report to management on organization’s security and virus protection audit