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It Desktop Support / Tech Support Engineer Resume

SUMMARY:

  • Technology leader with over 17 years of solid and progressive enterprise level experience in delivering world class infrastructure services for various types of company’s and end users. Excelled in multiple industries and recognized for driving IT strategy while working with high performing teams that align with and create value for the organization.
  • Technical Help Desk Analyst and Desktop Support (10years+)
  • Remote Desktop, Bomgar, Carbon Copy, Net Meeting, Dameware, TeamViewer
  • Checkpoint, Symantec and WinMagic Encryption
  • Networking TCP\IP
  • Desktop/ End - User Support
  • Help Desk/ Customer Service
  • Technical Documentation
  • Refresh Deployment
  • Microsoft Office Suites(365,2010,2007)
  • Hardware repair and replacement
  • LAN, WiFi, VPN Support (Juniper Networks, Cisco, Pulse Secure)
  • Remedy, Service Now-Resource Central, ZenDesk, HEAT,
  • Various Software Installations and Configurations
  • Active Directory, Mainframe, Citrix XenApp
  • Windows 7,8 and XP Professional
  • Avaya Phone and Intranet support
  • SCCM, SMS, Ghost, MDT

PROFESSIONAL EXPERIENCE:

Confidential

IT Desktop Support / Tech Support Engineer

Responsibilities:

  • Resolve and assign calls within ZenDesk ticketing system for Indianapolis
  • Diagnose, identify, isolate, analyze and resolve various issues utilizing historical d Confidential base records for Windows 7
  • Remote Desktop: TeamViewer Skype/ Link
  • Active Directory for Imaging, Password Reset and Adding
  • Microsoft Office
  • Del and HP Computers
  • Airwatch support for IOS and Droid devices

Confidential

IT Desktop Support / Help Desk Technician

Responsibilities:

  • Resolve and assign calls within Service Desk ticketing system for management response teams for the Indianapolis Office, Warehouse and in the Field
  • Diagnose, identify, isolate, analyze and resolve various issues utilizing historical d Confidential base records for XP, Windows 7, and Window 10 clients
  • Remote Desktop, DameWare
  • Active Directory for SCCM software
  • Microsoft Office 2007 and Office support
  • HP Computers, Windows Surface 3,
  • Thin Client Support for SAP
  • Ricoh Printing Support

Confidential

IT Security

Responsibilities:

  • Adding and Deleting Active Directory Accounts
  • Cerner Account Creation, Updating and Deleting

Confidential

IT Help Desk Analyst 24/7 Support

Responsibilities:

  • Resolve and assign calls within Service Now- Resource Central ticketing system for management response teams in the field
  • Diagnose, identify, isolate, analyze and resolve various issues utilizing historical d Confidential base records for Windows 7
  • Remote Desktop, Bomgar and VNC support hardware
  • Active Directory, ADP(Ipay), MedAssets, SAP, Citrix, McKesson, Av Confidential r, Kronos CAF/HED Horizons and Avaya phone password unlock and reset
  • Microsoft Office 2010 support
  • HP and Ricoh Printing Support

Confidential

Desktop and Help Desk Analyst

Responsibilities:

  • Provided hands-on and remote( Bomgar)hardware, software and infrastructure technical support; Responded to problem resolution requests as specified by the priority definitions within Service Level Agreements
  • Utilized troubleshooting skills to facilitate problem resolution
  • Kept assigned Enterprise Help Desk Remedy d Confidential updated
  • Appropriately verified the need for workstation hardware maintenance.
  • Served as the local IT for the deployment of IT products, services and applications
  • Implemented deployment plans associated with application and equipment roll-outs and upgrades.
  • Provided a broad understanding of the design and functionality of a wide range of workstations and peripheral equipment.
  • Resolved complex technical and functional problems with a variety of unique business products and applications.
  • Provided Project management skills and the ability to facilitate the alignment and integration of technology and business plans as required.
  • Demonstrated strong analytical and communication skills.
  • Worked effectively with customers, IT management and teammates

Confidential

Desktop and Server Support Technician

Responsibilities:

  • Image Desktop and Laptops to Window 7
  • Assisted in planning and implementing computer systems
  • Assisted in coordinating of upgrades/enhancements to engineering business systems
  • Assisted in coordinating information activities as necessary with other departments and/or divisions
  • Assisted in coordinating projects and activities with Supplier and Third Parties
  • Uses and administers company technology practices, standards and procedures
  • Assisted in eliciting and clearly defining and documenting, Customer needs and associated requirements
  • Analyzed a variety of work processes and associated document and information flow
  • Analyzed and documents logical relationships among the d Confidential, process or events
  • Assisted in implementing, new or enhanced applications into a production environment
  • Assisted in delivering new or enhanced applications utilizing a variety of formal methodologies and disciplines
  • Deployment of Lenovo, HP Desktops and Laptops
  • Troubleshooting, software adding
  • H.P. Service Manager
  • Server management
  • Inventory Management for closing

Confidential

Help Desk Analyst

Responsibilities:

  • First-level Tier 1 and Tier 2 Help Desk Analyst via phone
  • Diagnose, identify, isolate, analyze and resolve various issues utilizing historical d Confidential base records for Windows 7 and XP
  • Password reset and unlock support thru Active Directory
  • Assign and resolve calls within Service Now Resource Central ticketing system for management response teams in the field
  • Remote assistance through VNC and Remote Desktop Connection Manager (RDP)

Desktop Technician

Responsibilities:

  • Image Desktop and Laptops to Window 7
  • Deployment of Lenovo, HP Desktops and Laptops
  • Troubleshooting, software adding
  • Domain name adding and changing

Confidential

Desktop Support Technician

Responsibilities:

  • Image and Deployment of Window 7 Lenovo, Dell Desktops and Laptops
  • Backed up of user state d Confidential
  • Troubleshooting and repairing users computer systems and peripherals

Confidential

Help Desk Analyst

Responsibilities:

  • First-level Tier 1 and Tier 2 Help Desk Analyst via phone before ISA Help Desk move to Cincinnati, OH
  • Diagnose, identify, isolate, analyze and resolve various issues utilizing historical d Confidential base records for Windows 2007 and XP, Dell desktops, laptops, blackberries, network printers and Avaya Phones
  • Password reset and unlock support thru Active Directory, Mainframe, PVD,
  • Assigned and resolved calls within Altiris ticketing system to management response teams in the field
  • Software pushes with SMS Server
  • Remote Assistance, Carbon Copy and Remote Desktop Assistance

Confidential

Desktop Technician

Responsibilities:

  • Image and Deployment of Window 7 Lenovo Desktops and Laptops before the I.T. Department moves to Chicago, IL
  • Troubleshooting and repairing users computer systems and peripherals

Confidential

Help Desk and Desktop Technician

Responsibilities:

  • Remedy Break-Fix and Change Request tickets via phone and onsite
  • Remote Desktop Protocol (RDP) Support with SCCM Server with PXE boot
  • Imaged and migrated Dell and HP desktops and laptops to XP Pro with Ghost with use of the SCCM Server
  • Microsoft and other Proprietary Software Istallation with SCCM Server to be installed as Advertised Programs
  • Maintained the a new hardware procurement process for ordering various computers, printers and other peripheral devices

Confidential

Desktop Technician

Responsibilities:

  • Imaged and deployed Windows 7 and XP Professional desktops and laptops to desk locations after migration
  • U.M.T. Migration of users profiles to new imaged machines
  • Attached all Microsoft Outlook 2010 and 2007 personal store files (.pst files) after migration
  • Software installation of Altiris, Adobe, Remedy, Juniper, Oracle, Cognos and ODS

Confidential

Help Desk Technician

Responsibilities:

  • Tier 2 Help Desk Analyst for Eli Lilly Sales Support via Confidential while other Help Desk Analyst were attending national conferences (15 to 25 daily tickets)
  • Hardware, software and network issues for all Confidential Windows XP laptops and printers via phone and remote desktop support
  • Assign and resolve calls with use of ICE, Carbon Copy and Altiris

Confidential

IT-NOVA Help Desk Analyst

Responsibilities:

  • First-level Tier 1 Help Desk Analyst via phone and remote support (40 to 50 daily tickets)
  • SMS Sever, Remote Desktop and Net Meeting Support
  • Diagnose, identify, isolate, analyze and resolve various issues utilizing historical d Confidential base records for Windows XP Dell laptops, blackberries, network printers and Avaya Phones
  • Password reset and unlock support thru Active Directory, WinMagic and McAfee
  • Incident Tickets: Assign and resolve calls within Remedy ticketing system for management response teams in the field
  • Software pushes with SMS Server
  • Procurement: Remedy Change Management tickets for various devices needed

Confidential

Technical Support Agent

Responsibilities:

  • Imaging ghost programs and installing Microsoft Office 2007 Pro on PC’s.
  • Installing Windows Vista and XP programs and ram on desktops and laptops
  • Networking for printers

Confidential

Senior Help Desk Technician

Responsibilities:

  • First-level Tier 1 Help Desk Analyst via onsite or phone support (50 to 60 daily tickets)
  • Assisted in, programming, installing and servicing issues with clients via onsite and over the telephone about their Windows XP Cash Management equipment throughout the Midwest
  • Issued service work orders for field technicians to service client sites.
  • Produced bi-weekly reports for tracking all services rendered to CashLINK Express equipment
  • Entered d Confidential information into HEAT d Confidential base for scheduled service and reporting issues

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