Help Desk Analyst Resume Profile, CT - Hire IT People

Experienced Technician utilizing:

Windows XP, Vista, Win7, Win8, Mac OSX Mountain Lion, Citrix platform, Microsoft Server 2003/2008 management tools such as ADUC and MMC plugins, Microsoft Office 2003/2007/2010/2013, 2011 for MAC, Web Browsers: IE 6.0 and above, Google Chrome, Mozilla Firefox, Palemoon, Safari.
Worked with 7 Enterprise trouble ticketing systems: Peregrine, Service-Now, Infra, Remedy, Numara TrackIt, eRFS, and Service-Wise.
Broad understanding of network/security protocols and transport technologies and the operation of network systems.
Stellar customer service - friendly, courteous, professional, and thorough.
Interests: CCNA, HTML5, and JAVA.

WORK EXPERIENCE

IT Technician

Confidential

Work in conjunction with IT Director to support the technology needs of the elementary, middle and high schools.
Server administration: MS Windows Server Exchange 2003 MS Windows Server 2008R2, Create and link GPOs, Install and configure WSUS.
Imaging with MS Deployment Toolkit 2010.
MS Office 2010
Win 7 64 bit

ITS Desktop Support Specialist and Computer Lab/Classroom Support

Confidential

Level two Desktop Support for entire University.
Troubleshoot software and hardware issues.
Windows 7 and Mac OSX Mountain Lion deployment.
SCCM 2012

Numara Track-It Ticketing System

Helpdesk Computer Technician

Confidential

MSOffice 2010, Xerox multi-function printer setup and troubleshooting, PC builds and deployments, hardware/software support, service requests for role-based access in AD, inventory.

Desktop Support Consultant

Confidential

PC builds/wipes using DFS/Ghost server image.
Installation of VMware on Pano Zero Clients.
Troubleshoot desktop and laptop software and hardware issues, network connections, Panos Zero Client, Ricoh network printers.
Utilities include Windows Server management tools such as ADUC and MMC plugins, Sophos Encryption, Lansweeper Web Console, Card Authentication Package Enterprise Server, Dameware Mini Remote Control, Symantec Endpoint Protection, Cisco AnyConnect VPN, Pano Logic, RSA SecureID tokens, VMware, Citrix VPN, Rightfax, PGP.

Service Desk Consultant

Confidential

First point of contact to 30,000 Infrastructure Solutions Department ISD customers, resolve using a full suite of tools: Automatic Call Distributor ACD , Remedy 7, Remote Diagnostics, including Dameware, Knowledgebase, VMware vSphere, Active Directory Utilities, PointSec console and Web console, Sun's Identity Manager, various Unix-based consoles, MS's Lockout Tool, Windows Computer Management Console.
Troubleshoot issues in WinXP and Win7 MS Office 2007/2010 Wyse Thin Clients, Citrix XenDesktop, Citrix VPN Client, SSL VPN tokens, IP hardphones and Echopass IP softphones, Remote Worker Program RWP setups, Lotus Notes.
Metrics: 40 calls/day 65 > first-call resolution.

Help Desk Analyst

Confidential

Provide help desk outsourced services for company's technical support needs. Accounts include CBS -TV and RADIO, ESPN, and USTA. Remedy 7, LANDesk, Webex, Citrix.
User account administration and email box creation.

Service Desk Consultant

Confidential

Serve as first contact for company's PC Desktop and Laptop users, and patrons in hotels.
Monitor System Interfaces and escalate problems to appropriate systems engineer.
Utilize Citrix VPN, LANDesk Remote Desktop, Active Directory AD .
Responsible for basic setup and troubleshooting within Windows XP/Office 2003 and 13 Mashantucket Enterprise applications.
Set up printers in Windows.
Clear print queues in Windows and in UNIX printers.
Clean up PC's, including clearing out old profiles, temp files and Internet objects.
Pull software to a PC remotely.
Update licenses, reset passwords and reprint reports in CAMS databases, the primary system running the casino.
Reset frozen Micros stations point-of-sale POS systems for all casino restaurants remotely.
Grant secure access to vendors through the Citrix Gateway with the use of RSA SecureID tokens.

B.A. in Sociology/Psychology

Confidential

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Help Desk Analyst Resume Profile

CT

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