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Desktop Support Analyst Resume

Durham, NC

SUMMARY

I wish to obtain a challenging position in Information Technology utilizing my current Information Technology exposure and customer service experience. A skilled communicator with the proven ability to function with all levels of management, as well as the ability to plan, coordinate, supervise and oversee projects. Experienced in the performance of training and indoctrination.

  • A computer support technician with hands on experience skilled at troubleshooting and solving problems while minimizing customer stress levels.
  • A goal oriented professional with certified training and strong organizational as well as communication skills.
  • Able to configure support for multiple languages or multiple locations.
  • Professionally certified by CompTia.

TECHNICAL ABILITIES

  • Desktop Systems
  • Trouble - shooting
  • Support Techniques
  • TCP/IP Configuration
  • DNS, DHCP
  • Customer Service
  • Planning
  • OS Fundamentals
  • Active Directory
  • Network Administration
  • DOS
  • Component Repair
  • Windows NT 4.0/ 2000/XP
  • Microsoft Office
  • Microsoft Networking

EXPERIENCE

Confidential, Durham, NC

Call Intake Analyst

  • Worldwide support of 120,000 LAN, WAN and remote users by telephone, email, remote desktop and SMS. Analyze PC and server hardware and software errors, Active Directory administration, Cisco and SSA VPN Support, Dell and Lexmark printer hardware and driver support, IBM Mainframe support, Internet and Intranet application support
  • Windows Server 2003, WinXP, Win Office 2003/ 2007
  • HP DC7600~7900, Dell GX 270. Dell Poweredge 1950/2950, Dell Powervault, HP, Dell, Toshiba and Gateway Laptop support.Ultrabac Backups

Confidential,Durham, NC

Desktop Support Analyst

  • Support 400 LAN, WAN and remote users by telephone, email and desktop support
  • PC imaging/ deployment, troubleshooting, repair, upgrade, relocation, PC refreshes
  • Backups, restoration and user data transfer. A/V setup and support- wired/ wireless
  • Manage user accounts, pc’s and objects through Active Directory
  • Address and Process Help Ticket requests through Track-It system
  • Support users of Desktops, Laptops,Win2K, WinXP, OfficeXP, Outlook2003, Ghost, Citrix Clients, Oracle, Adobe, LANDesk Remote Administration, VPN client, Siebel, Symposium ADD, Voiceprint, Refman, Nucleus, IRMS, Mcafee Security, Counterspy

Confidential, Raleigh, NC

Desktop Support Analyst

  • Support 300 LAN, WAN and remote users in person and by phone.
  • PC imaging, troubleshooting, repair and upgrading/ replacing hardware/ software
  • Manage users, pc’s and objects through Active Directory
  • Address and Process Help Ticket requests through Heat tracking system
  • Support users of Desktops, Laptops, Win2K, WinXP, Win2K3E, Citrix, SAP, Oracle, Adobe, ArcGis, Office 97~ 2003, Teledot, Ghost, ActiveSync, Trend Micro, VPN client

Confidential, Raleigh, NC

Help Desk/ Desktop Support Analyst /Jr. Network Technician

  • Supporting 150 LAN, WAN and remote users in person and remotely
  • PC reformatting and rebuilding as well as software and hardware installs & upgrades
  • Performed all support activities utilizing Dame Ware
  • Supported users with Win 2000, Win 2003 Enterprise, Exchange Server 2005, Citrix, Symantec Security and Backup Exec
  • Assisted in Dreamweaver, InDesign and various Adobe products
  • Maintained the internal Iwatsu Phone System

Confidential, Graham, NC

IT Technician

  • Responsible for overall performance of all computer maintenance
  • Performed any and all hardware upkeep, maintenance and repairs
  • Designed, implemented and maintained company wide network
  • Installed and configured Windows 2000/03 Server. Set up users and created policies
  • E-mail service implementation and support
  • Responsible for DSL service and migration to T-1

Technical Management

  • Perform all technical evaluation and analysis of staff and vendors
  • Technical writing, to include: development of custom mechanical test equipment
  • Responsible for all equipment quality assurance and standards
  • Maintained impeccable customer service

Laboratory Manager

  • Supervise destructive testing lab and a team of technicians performing the testing
  • Oversaw the destructive testing of compressed gas containers
  • Ensured the testing met the design requirements of American, European and Asian transportation regulatory authorities

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