Help Desk Support Analyst Resume Profile,CT - Hire IT People

Experience:

Confidential

Help Desk Support Analyst

Provide technical phone support including researching and resolving a variety of technical problems e.g. PC hardware and Microsoft operating systems .
Monitor daily ticket flow to make sure all issues are properly researched, updated, resolved or escalated.
Manage Laptop, PC, and printer maintenance and support
Apply troubleshooting techniques and technical knowledge to identify the severity of the problem and perform needed steps to resolve the issue.
Managed User profiles, permissions Active Control Lists in Active Directory

Confidential

Would travel to Customer's homes and repair Desktops, Laptops, iPhones, iPads and setup home networks. Example tasks I would perform would be:
Replace broken screens on iOS devices.
Remove spyware and malware such as browser toolbars from Desktops and Laptops with Microsoft Security Essentials and AVG.
Recover Window partitions that have been ruined by malware or Viruses.
Upgrade Desktops and Laptops, common requests would be upgrade XP to 7 or 8, replace HHD with a SSD, install additional Ram.
Service and repair out of warranty laptops such as Apple Macbooks. Common repairs would be to replace broken screens, replace broken Hard Drives, etc
Setup home WIFI networks with Customer's choice of Router such as Linksys or Netgear brands. On occasion I would troubleshoot connections with 2WIRE routers provided by AT T if the customer was frustrated with their ISP's support.
Built custom desktops dedicated to gaming.

Confidential

Help Desk Support Analyst

When clients were off-site, would troubleshoot any VPN and WIFI issues they would have with Cisco AnyConnect or general connectivity with their home router.
Troubleshoot Outlook Exchange issues. Common issues would be incorrect Exchange settings, corrupt OST file, missing PST file, etc...
Setup Active Directory User Accounts per corporate group policy.
Document all calls within Remedy and either Closed-First-Call or routed incident to correct queue.
Reset User passwords for various Accounts such as LDAP, Active Directory and Oracle. Ensured such resets followed strict Security policy.
Provide over the phone customer support for a fast-paced Helpdesk.
Provided over the phone technical support for assigned accounts, duties included but not limited to:
Resolve Internet Explorer issues. For Example: Often times Internet Explorer would lose or not set the Proxy correctly when the user takes their device offsite. Web pages not displaying correctly necessitating clearing the browser and/or Java cache.

Confidential

Desktop Support Analyst

Responsible for quality assurance of all components.
Domestic and international travel to customer's location to install custom hardware and provide training.
Testing of in-house developed applications to ensure functionality on various hardware configurations.
Performed desktop and laptop troubleshooting and repair of Dell and Shuttle PCs.
Provided customer technical support over the phone or on-site as required.
Installed and maintained custom Virtual Reality simulators for domestic and international clients, duties included but not limited to:
Assembly and QA of custom Virtual Reality peripherals.