Desktop Support Analyst Resume Profile, NY - Hire IT People

Technical SKILL

Hardware: HP, Dell, Apple/Mac, Lenovo, Minuteman ICBM's, assorted printers.

Mobile Devices: Android, All IOS devices Server OS: Active Directory / Windows Server 2003 / 2008 / 2012

Desktop OS: XP, Windows 7, Windows 8, Mac OSX

Mainframe: Familiar with Apollo, Unimatic, General Services TSO , MINT

Cisco Applications: Exony, CUIS Cisco Unified Intelligent Suite

Misc: Training, Email Admin, VPN, Remote Access Support,Incident Management, KACE

PhysicalSecurity: CCure, Cardax FT, Salto, Milestone, Security Spy, IQEye, Axis,

Network Monitoring:OpenView, BMC-PAN ProActiveNet Analytics

Telecom: ShoreTel, FaxCore

Performance

Performance reviews consistently reflect Exceed Expectations for Job Knowledge and Problem Resolution , Customer and Quality of Work Professionalism, Dependability and Teamwork

Profile

Twenty years of increasing responsibility in the computer industry.
Proven history of excellent customer service and problem ownership.
Strong aptitude for learning new applications and concepts.
Patient and able to convey complicated concepts to customers.

Experience

Confidential

PC and Telecommunications Technician

Account creation for Active Directory, Exchange and ShoreTel phone switch accounts. Primary support for 120 remote agents entailing VPN, wireless connectivity issues and mobile device support. Assisted with server patching until an automated process is in place. Encryption support using BitLocker, trucrypyt and FileVault Mac .Application support for MSOffice suite, internal DBs and Faxing. Develop documentation for installation, support and end user orientation.
Support and maintain critical PC applications images and inventory. Responsible for all aspects of installing PC equipment including evaluating new software, hardware, and techniques assessing and addressing electrical and environmental issues.
Vendor liaison for Altruista support, addressed issues with application rollout for defining scope of support, SLAs, escalation path and communication improvements leading to a 30 drop in help desk calls.
Primary MacBook Pro, iMac and IOS support.

Confidential

Desktop Support Analyst

Setup, configured, deployed and supported 200 plus PC's for supervisory staff that supported agents working from their homes. Configured Active Directory accounts, Exchange accounts and Communicator accounts for each support staff. Provided remote support for agents using VNC, RDC or walking the agent through screens until they had network connectivity. Processed trouble incidents using Service Desk, attended and administered conference bridges to resolve issues with supervisory staff and agents taking customer service calls. Supported HP, Dell, Lenovo, Apple and IBM workstations.
Streamlined the burning of ISO's of Linux images to send to agents and expressed shipped an average of 100 CDs daily.

Confidential

Senior Technical Support

SME for various applications within network operations.
Coordinated and monitored nightly systems maintenance, file transfers and health checks.
Monitor incidents and requests to ensure SLA's are met for internal and external customers.
Coordinate with various application vendors and support teams for change management issues and break fixes.
Administered conference bridges during outages, documented progress of resolution and results of test fixes.
Handed inbound calls or email, logged tickets, use knowledge base to resolve incidents, escalate issues as necessary.
Our team achieved 99.999 calls answered SLA and a 100 account management SLA during the 2010 Census.

Confidential

Field Service Lead

Installed, configured and maintained a variety of networked Access and Video Surveillance systems.
Documented installations and provided training for customers, vendors and team members.
Built and tested all security applications to work on Virtual Machines VM Ware and Parallels.
Integrated Intercom, Access and Video Surveillance systems into facility's physical security system.
Work with departments to configure clearances appropriate for each area.
Performed periodic maintenance on all systems and day to day support for all systems.

Confidential

IT Support

Day to day support and training for all users and systems.
Ensure backup and data recovery processes are in place and tested for all systems.
Configured, installed and administered computer systems for two flight schools sales offices until the company's out of state IT staff could assume responsibility for the sites.
Used Virtual Machines to add flexibility for workstations.

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Desktop Support Analyst Resume Profile

NY

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