Desktop Analyst Resume Profile Jersey City NJ - Hire IT People

PROFESSIONAL SUMMARY

Microsoft Certified Professional with 15 years experience in the computer field. I'm able to maintain a high performance level in a fast - paced environment. Work well independently and as a team player.

SOFTWARE SKILLS

Excellent in installing and configuring Microsoft Windows XP 7, Proficient in Lotus Notes, Microsoft Office and Outlook.
Trained in Radia, SMS, Altiris and Packaging tools Wise, Install Rite and SMS installer.
Create Standard build image using Ghost and Single Simple Image SSI .
Trained in Altris and SMS for software deployment.

HARDWARE SKILLS/ANALYTICAL/TROUBLESHOOTING SKILLS

Troubleshoot hardware problems on PCs and printers.
Implement and support mobile devices like Blackberry and tablets.
Trained in ITIL as a Customer Service Manager, Escalation Manager and Incident Manager

EXPERIENCE

Confidential

Desktop Analyst

Desktop Services responsible for seeing and documenting NGD Next Generation Desktop deployment making sure that all equipment that is assign for deployment is accounted for and any reschedule deployment are properly reassign. Follow up with items that are mark In-Progress including Remotes sites and Waivers, old equipment that user need to hold on for specific reasons, which need to track and make sure that there are pick up when Waiver expires.

Confidential

Quests Diagnostics

Desktop Analyst responsible for level three desktop supports, packaging application in Altiris and deploying application using Altiris. Write technical paper, Standard Operating Procedure, User Guide for Helpdesk and Desktop Level 2 support. Troubleshoot application issue involving scripting.

Confidential

Help Desk Desktop Support Manager

responsible for managing a team of 13 staff members which consists of 5 Desktop Support Level 2, 2 Desktop Engineers Level 3, 6 Service Desk also responsible for Asset management and building a standard image and packaging using Altiris as the tool for rolling out application and asset management.
Follow the ITIL procedure as Service Manager, Escalation Manager and Change Management.
Work with Help Desk Institute to evaluate the current process to better improve the Customer Service.

Confidential

Desktop Analyst

responsible for packaging using Wise, SMS installer and Install Rite also helped create unintended install for NT 4 operating systems. I created images using Ghost for off-site locations. Provide third level support for Desk Side Support.
responsible for migrating users to XP using SSI and packaging and rolling out applications using Radia.
Customer Service Desktop Support Manager responsible for managing a team of 7 staff members which consists of 3 Helpdesk Service Desk, 2 Non-trading Desk Side support, 2 Trading Floor support also responsible for Asset, Atis Administrator, MAC Coordinator and Desktop Engineer. Responsibilities include overseeing helpdesk answering phones, opening tickets and meeting KPI first time fix and for Desk Side support responding to open tickets to guarantee that we make the SLA. Supervise Asset Coordinator to ensure inventory of all assets is accounted for and updated in Atis MAC Coordinator makes certain all MACS are entered in Atis.
Follow the ITIL procedure as Service Manager and Escalation Manager.
Change Management responsible to IT request for change that will align with the IT service and Business needs with minimum interruption. Responsible for making sure that all requirement for change control are fulfill before presenting it to the client.
Incident Manager any incident that occur I will send out Notification to the client with an hourly update till the issue is resolve.

Confidential

Trading Floor Support

Imaging using Ghost Software.
Integration testing on PCs.
Configuring PCs with TCP/IP.
Adding users to domain.
Running scripts to test applications and network
Assisting Market Data department with installing applications on NT computers.
Installing and configuring Exceed to connect NT workstation to Unix Server.
Using Wininstall to add third party application that is not on the image.
Installing and configuring Bloomberg and NASDAQ.
General duties included directing techs in project implementation and assisting level 3 support. Responsibilities included supervising network conversions from Token Ring to Ethernet. This process involved:
Installation of NIC cards if needed and drivers.
Configuration of IP, DNS and WINs.
Rebooting of computer and bringing up command prompt to confirm IP information by typing ipconfig.
Removing or disabling Token Ring Driver.
Rebooting computer, changing Host name and removing PC from domain.
Rebooting computer, adding PC back to domain.

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Desktop Analyst Resume Profile

Jersey City, NJ

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