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Technical/desktop Support Resume

Charlotte, NC


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


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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