Objective:

Experienced IT Professional with proven experience in hands-on skills, technical support, and higher level of customer service, ability to troubleshoot higher level issues in computers, laptops, printers and fax machines. To obtain a position as a Desktop Support or Help Desk Analyst to implement my knowledge further develop my IT skills.

Summary

• Fast learner that can retain information in minimal time
• Maintains professionalism with excellent work ethics
• Thorough knowledge of Windows Operating Systems ME, 2000, XP, Server 2000/2003, Vista, Win 7 , Word Perfect, Adobe Acrobat, Microsoft Office 2003 and 2007 Word, Excel, Access, PowerPoint, Outlook
• Experience with Active Directory, Diagnosing computer malfunctions and problems, Communicating with system through operator commands
• Experience and training in Unix/Linux and Network Administration
• Direct Experience with the Remedy and Horizon Helpdesk Application
• Experience in designing, creating and maintaining a business network with over 50 employees.
• Experience with using command line to conduct processes in a windows environment
• Thorough knowledge of DNS Domain Name System , DHCP Dynamic Host Configuration Protocol , TCP/IP Transmission Control Protocol/Internet Protocol
• Experience troubleshooting, configuring and maintaining Cisco routers and switches
• Experience with creating and utilizing virtual environment VMware

Work Experience:

Confidential

Help Desk Analyst

• Password reset and elevating rights to all users with Active Directory.
• Configure system settings and software updates.
• Received and recorded technical issues for both phone an email support using Remedy ticketing system.
• Performed both hardware and software installations while doing major PC rollout.
• Upgrade various laptops and desktops to the latest patches and Antivirus software.
• Installs or assists in installation of hardware and peripheral components such as monitors, keyboards, printers, and disk drives on user's premises.
• Loads specified software packages such as operating systems, word processing, or spreadsheet programs into computer.
• Provide solutions to HTTP 500 Errors.
• Record new PC installs and/or upgrades into MS Excel Asset Inventory Database
• Performs systems maintenance and upgrades as needed, including backups and restores.
• Assists with diagnosing malfunctions and repairing desktop computers, monitors, printers, keyboards, modems and other related peripherals, by disassembling and inspecting for defects
• Assists with setting up the maintaining the inventory for all computer equipment.
• Resolve technical issues with Java, Adobe Reader, Flash Player and Shockwave.

Confidential

Desktop Support Analyst

• Supported more than 1000 end-users with technical issue.
• Provided desk-side end user support.
• Active Directory: Setup user accounts, reset passwords, modify permissions, distribution lists.
• Deployed desktop images and applications using Symantec Ghost Console.
• Microsoft Office 2003 / 2007 support.
• Assisted end-users via telephone, email, remotely and on site with IT related problems using remedy ticketing system.
• Offered Blackberry assistance to users with battery, password reset, software upgrade, and email/text issues
• Evaluated, prioritized and delegated end-user requests..
• Troubleshoot MS Outlook, enable items, created PST folders, email account, calendar appointments and updated security patches.
• Utilized Microsoft Systems Management Server to remotely resolve client issues.
• Performed installations, upgrades, maintenance and troubleshooting for hardware and software.
• Procured, received, documented and tracked inventory of all computer equipment.
• Conducted desktop and laptop roll-outs.
• Documented system changes, software installation procedures and software configurations.
• Conducted data backups using Symantec Backup Exec

Confidential

Desktop Support Analyst

• Perform Help Desk / PC Level II support for users and clients.
• Troubleshoot network connectivity, network printing and user access issues.
• Perform upgrades, installation of software and drivers and essential desktop troubleshooting.
• Install and configured various printers with TCP/IP addressing.
• Assisted in troubleshooting user problems relating to Operating System issues Win9x, NT, and Win 2000, Windows XP, Vista, 7 , Network Connectivity, TCP/IP configuration, upgrades, MS Office products and Internet connectivity
• Password reset and elevating rights to all users with Active Directory.
• Offer Blackberry assistance to users with battery, password reset, software upgrade, and email/text issues
• Deployed updates, service packs and hot fixes using Windows Update, Automatic Updates, and Group Policies.
• Troubleshooting hardware peripherals like printers modem.
• User rights and permission, disabling and enabling accounts, file and folder permissions and configuring security templates as per need.
• Assist on on-site visits and hardware troubleshooting and local system upgrades.
• Escalate tickets to different support groups if needed.
• Provide support for entire enterprise, including Citrix Access Gateway, Microsoft Exchange BlackBerry Enterprise Server.

Confidential

Desktop Support Analyst

• Provide comprehensive technical support services to CLIENTS internal customers and service providers.
• Assess reported issues and as necessary work directly with CLIENTS service providers for escalation and timely issue resolution.
• Replicate and resolve customer incidents in the software hardware environment
• Create and submit detailed call logs documenting customer interactions to be inclusive of accuracy, thoroughness and timeliness
• Elevate customer right using Active Directory.
• Resolved technical issues with Java, Adobe Reader, Flash Player and Shockwave.
• Provided solutions to HTTP 500 Errors.
• Configured system settings and software updates.
• Received and recorded 100 technical issues for both phone an email support using Remedy Ticketing System