Tech Operations Analyst Resume Danbury, CT - Hire IT People

SUMMARY

Extremely dedicated and meticulous IT professional with a stellar customer satisfaction record.
Superior troubleshooting and technical support.
High proficiency with a variety of computer software and hardware components.

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

Confidential, Danbury, CT

Tech Operations Analyst

Responsibilities:

Provided technical support and related project support for numerous lines of business in a Windows 10, MS Office 2016/365 environment. Provided support for onsite and remote team members.
Resolved basic to moderately complex issues and escalated as needed.
Completed move/add/change requests.
Used ticket tracking tools for problem management and team member interactions.
Assisted in installation and configuration of voice equipment.
Coordinated disposal of hardware and maintained accurate inventory of onsite equipment.
Assisted the Technology Connection Service Desk during COVID - 19 work from home operations, providing first level phone support to team members.
Completed all administrative tasks in a timely manner and as assigned.
Worked overtime when needed to fulfill business needs.
Complied will all company risk and compliance policies.

Confidential, Danbury, CT

Desktop Support Analyst and Team Lead

Responsibilities:

Oversaw the level 2 desktop support operations for the Danbury campus and was the point of contact for all IT related issues and requests.
Provided technical support for 200+ corporate users in a Windows 7, Microsoft Office 2010/2016 environment as well as remote support as needed.
Resolved issues relating to desktops, laptops, hardware, software and network.
Monitored a ticketing queue (ServiceNow) for issues as well as responded to user inquiries via email and instant messaging (Cisco Jabber).
Configured computer systems for deployment using business specific imaging software and reimaging of systems as part of the troubleshooting process.
Performed hardware refreshes, new hire setups and user relocations.
Managed users and computers in Active Directory.
Provided support for mobile devices (Blackberry, iPhone, iPad) and printers.
Interacted with other IT teams to resolve issues as needed.
Assigned tasks to team members.
Took the lead on urgent issues and projects.
Was available and responsive to emergency situations or other critical matters.
Processed user terminations.
Coordinated hardware disposals and managed asset inventory.
Ensured that all tickets are resolved per the service level agreements (SLAs).
Performed all duties per the standard operating procedures (SOPs) of the business.

Confidential, Stamford, CT

Desktop Support Analyst

Responsibilities:

Monitored a ticket queue (Remedy) for level 2 desktop support requests.
Identified and resolved issues relating to desktops, laptops, printers, and blackberries.
Utilized imaging technologies to rebuild systems while preserving user data and settings.
Worked with all levels of support to resolve more complex issues.

Confidential, NY, CT and MA

Field Support Technician

Responsibilities:

Performed onsite and in-house servicing, repair, and installations for various clients in the field.
Performed general maintenance, troubleshooting, and repair of computer systems.
Utilized problem management databases and helpdesk systems to resolve issues.
Prepared progress reports for work performed.