Technical/desktop support Resume Charlotte NC - Hire IT People

SUMMARY:

Solution - focused, team oriented computer technologist with broad-based experience and hands on skills. I have obtained a proven ability to successfully carry out a wide range of technical duties. I also maintain a broad understanding of computer hardware and software, including installation, configuration, troubleshooting, and support

PROFESSIONAL EXPERIENCE:

Confidential, Charlotte NC

Technical/desktop support

Utilized Active Directory to check account status, Created, managed, and modified user accounts/usernames, reset passwords
Logged, tracked and triaged calls. Reassigned ticket if higher level of technical support or desk side assistance is required
Provided first, and second-level technical and support, troubleshooting desktop, laptop, and network connectivity problems utilizing remote access, via telephone, email or web using documented processes where available and best practices as needed
Provided computer help desk support via telephone communications with end-users.
Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions.
Provide technical support & solutions to user s request for assistance in resolving hardware and software problems for desktop computers, mini computers and laptops using computer hardware, standard desktop applications or client software applications.
Logged calls, requests for service, maintenance and other issues into Remedy database.

Confidential, Huntersville, NC

IT Support Analyst

Find computers that contain PST files on Confidential network.
Locate PST files ready to migrate and then remove them.
Allow end-users to see how their PST migration is progressing.
Send "migration status" email communication to end-user

Confidential, Charlotte, NC

Technical Analyst/desktop support

Imaging operating system for new workstations; Migrations existing XP users to Windows 7 via COSMIC 5, includes backup and restore data on Dell, HP, and IBM desktops and laptops.
Setup and remove workstations from/to cube or building for existing and new users.
Install update and configure Point sec for full disk inscription, SQL, Teradata, SAS Rumba, Daisy.
Install and upgrade Open Text (Edoc) for entire Confidential legal department
Microsoft System Center Configuration Manager configuration for Windows XP and Windows 7 deployments.
Deploy and Install new pc, Ricoh, HP and Lexmark printers
Brake/ fix and Trouble shooting
Setup and configured mobile devises and pocket PC for retail use, plus email client to use Exchange with ActiveSync

Confidential, Mooresville, NC

Sr. Technical Analyst

Managed an Issue Reporting Service Center project which centralized computer hardware and software request which enabled increased efficiency (25% decrease in issue resolution within 24 hours) and reduced cost by 15% or $125K annually.
Utilized Teradata SQL Assistant to query data environment to build ad-hoc productivity reporting in order to gage performance.
Assisted staff with coordinating the decommissioning of application/software systems in order to maximize resources and meet business needs.
Charged with writing all Technical Requirement Documents (TRD) to align with the respective Business Requirement Documents in order to drive expected business results.

Confidential, Amherst, NY

Technical Analyst

Identified and repaired all Apple and PC products - Computers, Laptops, Printers, & Communication Devices - installed in the organization to provide technical support to the staff members and ensure its smooth functioning
Deployed SQL to augment data in lookup monthly lookup tables to ensure data integrity
Trained users on addressing systems and networks issues remotely in order to maximize retail customer experience whereby reducing service centers request and business cost.

Confidential, Buffalo, NY

IT Support Analyst

Charged with querying database utilizing SQL to augment user rights and run ad-hoc reports for management team.
Managed the remote repairing of computers, printers, and software with 95% efficient ratio

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Technical/desktop Support Resume

Charlotte, NC

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