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Helpdesk Analyst Resume

Clear Lake, TX

SUMMARY

  • Highly motivated team player with over 11 years’ experience in Desktop Support/Helpdesk/Windows Migrations and possesses a Bachelor of Science degree in Computer Science - Information Systems & Cyber Security.
  • Experience troubleshooting, resolving, and documenting user help requests for desktop, laptop, mobile, and networks using numerous different ticketing systems.
  • Previously worked in a few well-known, and highly respected organizations.
  • Skilled problem-solver able to communicate with users at all levels of technical proficiency.
  • People person who works well under pressure in challenging, fast paced, and stressful environments.

TECHNICAL SKILLS

  • Windows XP 7 8 10
  • Active Directory
  • Amazon Workspace
  • Exchange Admin Center
  • Cisco VPN setup
  • MS Office 2010/2013/2016/ O365
  • MS Office
  • Word
  • Excel
  • One Note
  • Power Point
  • Ticketing systems; Remedy
  • Zendesk
  • Lansweeper
  • SolarWinds
  • ServiceNow
  • VivaDesk
  • Salesforce
  • TCP/IP
  • Switches
  • Routers
  • Remote Support - Bomgar
  • Lansweeper
  • Team Viewer
  • RDS and Kaseya
  • Image Computers
  • Adobe
  • Malwarebytes
  • Symantec Endpoint Protection/Encryption
  • Cisco IP phones - Unity Connection
  • Unified CM Console
  • Vonage/CX Cloud
  • Account setup on iPhone/Android devices

PROFESSIONAL EXPERIENCE

Confidential

Helpdesk Analyst

Responsibilities:

  • Troubleshoot and resolve IT Help Desk tickets/cases
  • Work on issues with POS systems, pistol grip barcode scanners, etc.
  • Escalate cases to level 3 technicians as needed
  • Process orders for parts and equipment
  • Provide excellent customer service via Vonage/CX Cloud

Confidential, Clear Lake, TX

IT Helpdesk Technician

Responsibilities:

  • Resolve helpdesk ticket issues and requests
  • Reimage Dell Desktop and Laptop computers
  • Assist new user setups
  • Install a lot of software for Jacobs and NASA engineers
  • Server and switch maintenance
  • Assign, work, troubleshoot, and resolve helpdesk tickets
  • Create asset “move “tickets for Asset Custodian
  • Assist new users get their computer equipment
  • Install and configure a multitude software
  • Unlock account and change passwords in Active Directory

Confidential - Channelview, TX

IT Helpdesk Analyst

Responsibilities:

  • Work to resolve and close IT helpdesk tickets in person/remotely
  • Organize IT storage room/office
  • Setup several large imaging stations
  • Image large groups of computers from Windows 7 to Windows 10
  • Assist users with new workstation setups

Confidential - Katy, TX

Windows Migration Analyst

Responsibilities:

  • Add new laptops into SCCM
  • Update the BIOS
  • Move new laptop into the correct containers in Active Directory
  • Update computers from Windows 7 to Windows 10
  • Update Power Settings
  • Update firmware on each laptop
  • “Push” Adobe, ProArc Add-in, and Chrome from Active Directory
  • Login as user; open Outlook. Open Skype update voicemail, add printers,
  • Update VPN preferences, and open SAP
  • Sign into OneDrive drag user data from their network drive over to OneDrive
  • Disconnect the users network drive, and update in Active Directory
  • Copy the user’s profile over to the new computer, Desktop, Documents, Favorites etc.
  • Connect new laptop to each of the WIFI networks
  • Connect VPN Cisco AnyConnect
  • Setup the new laptop, docking station, and change up cables for the monitors
  • Collect the old laptop, docking station, VGA/DVI cables
  • Update the BIOS for the new docking stations
  • Have user login, open Outlook, Skype, go over user profile, and OneDrive
  • Turn Windows 10 Migration Checklist

Confidential - Downtown Houston, TX

Migration Specialist

Responsibilities:

  • In Citrix DRA Console, access the Windows 10 Migration Master List and take ownership of computers
  • Schedule interviews with users
  • Remote into PC using Bomgar, discuss and document needs for the new hard drive
  • Create a Migration folder on the user’s network backup drive for data transfer
  • Create Deployment Checklists including software applications, printers, and mapped drives etc.
  • Export Certifications and ODBC data source files to the Migration folder
  • Copy & paste users’ Desktop, Downloads, Documents, Favorites, links, and Pictures into Migration folder
  • Install software, Chrome, WebEx Meeting, Cisco Any Connect, Adobe, Skype for Business etc.
  • Reimage hard drives with Windows 10 using a bootable flash drive
  • Update the BIOS settings if needed (Secure Boot, and UEFI)
  • Change out the hard drive, and add memory
  • Transfer data to the new C: drive from the Migration folder on the backup drive, add printers, and exports
  • Have user login to create their profile, open Outlook, and add Signatures
  • Walk the user through each step on the Deployment Checklist to confirm all their data is present
  • Have user sign the Sign-Off Form, explain the timeline for the “hold” on the old hard drive
  • Using the ServiceNow ticketing system, update and assign help desk tickets regarding Windows 10 Migration

Confidential

Windows Migration Analyst

Responsibilities:

  • Schedule appointments with end users
  • Collect user data and PC information
  • Create Deployment Checklist
  • Document and update information regarding old/new PC’s in “TEAMS”
  • Image/re-image user laptops and desktops with Windows 10/Office 2016, or O365
  • Install software and applications
  • Perform user data transfers
  • Map hard drives02/2019
  • Add printers and scanners
  • Go through a thorough check of the upgraded PC with the use
  • Answer questions, and provide helpful information before and during the migration process

Confidential - Nassau Bay, TX

Windows Migration Analyst

Responsibilities:

  • Stage and Inventory new computers upon arrival
  • Reimage desktops and laptops
  • Update BIOS settings to use flash drives when imaging computers
  • Back all user profiles to the IT network drive
  • Backup user data to the users’ network drive/move data over to new computer, verify with user
  • Replace hard drives
  • Add memory to computers
  • Schedule appointments with end users
  • Deploy and setup new workstations
  • Assist users during the migration, clearly answer questions
  • Explain and document technical issues to clients
  • Push software applications from SCCM using Active Directory
  • Install and troubleshoot issues with printers, scanners, check and credit card readers
  • Troubleshoot issues with computers, laptops, and Workstations on Wheels
  • Identify potential changes and system improvements to present to IT Manager
  • Document progress, Confidential, and incidents of deployments in a weekly Activity Report

Confidential - Downtown Houston, TX

Desktop Support

Responsibilities:

  • Track, troubleshoot and resolve issues using SolarWinds ticketing system
  • Supporting users via helpdesk by resolving issues remotely
  • Supporting users in person by providing desktop support
  • Hardware support - Fujitsu scanners, HP and Toshiba printers, Lenovo desktops and laptops
  • Update software - Adobe, Microsoft Repair Tool, other various apps

Confidential - Nassau Bay, TX

Windows Migration Analyst

Responsibilities:

  • Stage and Inventory new computers upon arrival
  • Reimage desktops and laptops
  • Update BIOS settings to use flash drives when imaging computers
  • Back all user profiles to the IT network drive
  • Backup user data to the users’ network drive/move data over to new computer, verify with user
  • Replace hard drives
  • Add memory to computers
  • Schedule appointments with end users
  • Deploy and setup new workstations
  • Assist users during the migration
  • Explain and document technical issues to clients
  • Push software applications from SCCM using Active Directory
  • Install and troubleshoot issues with printers, scanners, check and credit card readers
  • Troubleshoot issues with computers, laptops, and Workstations on Wheels
  • Identify potential changes and system improvements to present to IT Manager
  • Document progress, Confidential, and incidents of deployments in a weekly Activity Report

Confidential - Texas City, TX

Information Technology Associate

Responsibilities:

  • Operations/security checks daily using Nagios/VMware for servers, timesheets, and Webmail
  • Install racks/servers, server maintenance, setup routers, switch maintenance
  • Add/change/delete user accounts in Active Directory/Exchange
  • Add/remove permissions for Security groups/Distribution lists in Active Directory/Exchange
  • Unlock accounts, and change passwords in Active Directory
  • Cisco IP phones - Update user information in both Unity Connection/Unified CM Console
  • Track timesheet submissions using PowerShell
  • Setup users on Android/iPhone devices
  • Work issues in-person, and remotely using Lansweeper/RDS/Bomgar/TeamViewer
  • Troubleshoot, resolve, or escalate helpdesk tickets
  • Troubleshoot, setup, install, repair, and update hardware/software
  • Troubleshoot issues with desktops/laptops Windows 7 and 10
  • Migrate users from Windows 7 to Windows 10
  • Microsoft Office (Outlook, Word, Excel, PowerPoint) 365/2016/2013/2010 ¬¬¬
  • Image/reimage computers using Acronis software
  • Deploy/install virus protection (Symantec/Malwarebytes) on computers
  • Asset Custodian for the IT Department - Tracking all IT assets, submit reports quarterly
  • New workstation configurations and setup

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