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Help Desk Analyst Resume Profile

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NJ

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Summary

IT/Computer Specialist, Proficient Windows operating system, desktop, laptop, software installation and trouble shooting. 13 years providing excellent customer service and consistently recognized by customers for providing top-level service and quickly resolving IT problems via telephone and remote connections and ability to work well independently and meet demanding timelines.Enthusiastic, motivate, eager to learn new technology and implement in business environment.

Skills

Windows 7, 8, XP, Active Directory, Ticketing system ITSM/Altiris/CA Service Desk, Microsoft Office2007/2010, Networking commands,Adobe Acrobat, Dame Ware, Logmein,Gotomeeting, SCCM, Mac with Windows Parallel, DHCP, DNS

Professional Experience

Confidential

Help Desk Analyst

  • Supported 2600 users over the phone, Solved day to day technical issues. Tracked all the instances into CA Service Desk Manager.
  • Created user's account in Active Directory and remotely setup their machine, Outlook. Mapped the network printers and installed all required software. Reset user's AD password.
  • Managed and setup IOS devices for company's email, contacts, calendar, and task.
  • Managed users Athena, All Scripts, M Modal, Mobile device account and their group membership.
  • Communicated effectively with IT Infrastructure support team to escalate issues and followed up on issues to drive resolution customers.
  • Troubleshoot problems with Network tools, applications, internet and hardware related issues.
  • Familiarize with all software- Microsoft office suites 2007/2010, outlook 2010.
  • Installed Citrix program on client's machine.

Confidential

Help Desk Analyst Desktop Support

  • Supported 400 users on Global levelmainly over the phone,solved day to day technical issues. Tracked all the instances into ITSM ticketing system.
  • Created user's account in Active Directory and setuptheir machine, phone, and outlook. Mapped the network printers and installed all required software. Reset user's AD password.
  • Imaged machines with Windows 7 Professional, manually backing up and migrating users to new machines and windows profiles.
  • Increased productivity by being able to migrate users quickly even in remote offices.
  • Maintained IT assetsfrom all locations as desktops, Laptops, Monitors.
  • Troubleshoot problems with Network tools, applications, internet and hardware related issues.
  • Performedupdates, essential patches, service packs and hot fixes.
  • Setup iPhone and Samsung mobile devices for company's email, contacts, calendar, and task.
  • Familiarized with all software- Microsoft office suites 2007/2010, Visio, Project, Snag IT, SQL 2008 server, ForexCharts, OEC platform software, Visual Studio.
  • Installed SSL VPN program on client's machine.

Confidential

Senior Technical Support Specialist Desktop Support

Deployment/IT setup

  • Created user's account in Active Directory. Enabled Disabled AD accounts.
  • Moved and setup the user'sall computer hardware to different office. Worked closely with Network team. Ensured every machine on network.
  • Setup the DHCP on file server. Exclude IP range for Network printers, wireless network.
  • Installed, configured, and managed Windows client machines. Setup the Laptop and docking station for the new user.Rolled out SAP 7.1 on client machine.
  • Utilized Altiris to deploy software installation packages. Maintained computer assets and update warranty.
  • Performed upgrades, installed software and printer drivers and essential patches.
  • Created, modified, and terminated the SAP account. Made SAP single sign on.
  • Setup, configured and maintained clients' Outlook email system and blackberry devices for company's email, contacts, calendar, browser. Migrated users from lotus notes to outlook.
  • Installed Symantec Antivirus program and kept live updates current, and run at scheduled time.
  • Familiarized with all software- PeerSync, Microsoft Visio, Cars, Stability, SnagIT, and People in content, Medicaid, Arcana scheduler, S-Cubed, TM1.
  • Managed server backups and restored the folders/files using ArcserveBackup program. Worked with Network team to replace the hardware in servers, firewall equipment, Cisco router. Rotate the backuptapes and keptthe tapes in safe.
  • Installed and maintained Local Area Network in the office. Wired patch panel and tested all offices for the network connectivity.

Customer Support

  • Supported over 600 users with level II/III support to solve any day to day technical issues.
  • Assisted in troubleshooting user problems relating to operating System issues Win XP/NT , Network Connectivity, TCP/IP configuration, MS Office products and Internet connectivity.
  • Worked nationwide with Sales Reps.Remote to their machines and resolved their outlook issues and reset outlook email password on exchange server.
  • Maintained Sales Reps computer hardware and setup mobile devices. Followed up with the field reps to ensure their email, contacts, calendar synced with the exchange server.

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