Desktop Support Analyst Resume Sanford, NC - Hire IT People

SUMMARY:

Desktop Support Manager with a proven track record of providing outstanding service, training, and technical support demonstrated through more than 15 years of progressive experience.
Broad technical knowledge combined with superior skills in building and maintaining positive relationships that drive customer service satisfaction levels.
Adept in managing and prioritizing multiple projects within fast - paced, demanding environments.
Effectively interact with technical teams, management, vendors, customers, and end-users.
Proficient in the installation, configuration, and diagnosis of issues relating to various operating systems, and hardware/software applications.
Work well under pressure and quickly master new technical skills; strive to provide quality service while exceeding expectations.

TECHNICAL SKILLS:

Platforms: Windows 95/98/NT/2000//XP/Win 7

Software/Tools: Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), Rumba, Client Access, Citrix Metaframe, Remedy, Clarify, Peregrine SeviceCenter, TSRM, Lotus Notes, LANDesk, Dameware, Avaya Site Administrator.

Hardware: IBM/Lenovo/Dell/HP Laptop and Desktop PCs, Windows Servers, Laser, Inkjet, Impact Printers, LAN/WAN, Palm Pilots, Pocket PC, Blackberry, iPad, Avaya Phones

PROFESSIONAL EXPERIENCE:

Confidential,

VP of Social Media

Responsibilities:

Design and maintain the Chapters Web Site. Update and maintain email list of members. Utilize Eventbrite to track attendance of meetings. Send email newsletters and invites to members. Get consensus for posting items from Board and/or members, and keep Board apprised of changes. Gather articles and news for the chapter web site from the Board, other chapters, HDI, members and other sources. Maintain social media site(s) (ex. Facebook, Twitter, LinkedIn).

Confidential, Sanford, NC

Manager

Responsibilities:

Created a US help desk to combine multiple local help desks into one centralized help desk.
Implemented a customer satisfaction survey to monitor the performance of help desk.
Support multiple projects while maintaing customer satisfaction levels.

Confidential, Mt. Olive, New Jersey

Desktop Support Analyst

Responsibilities:

Able to maintain high service levels after a personnel reduction of fifty percent.
Contributed to reducing operating costs by rebuilding and refurbishing existing equipment.
Designed and distributed a new hire training manual, which aided in training efforts providing a point of reference for employees.
Educated users regarding proper running and maintenance of hardware devices and software programs, which optimized overall performance levels.
Coordinated efforts to maintain functionality of systems including network connectivity, hardware conflicts and software issues.
Addressed user feedback and inquiries, ensuring satisfaction through attention to detail and quality service

Confidential, Woodcliff Lake, New Jersey

Desktop Support Analyst

Responsibilities:

Staffed at Sony by System One Solutions.
Provided first level phone support for office personel throughout North America.
Escalated support calls to the proper staff members to ensure efficient resolutions times.
Opened, updated, provided status, and closed calls using Tivoli Expert Advisor.
Determined problem, provided information to client, scheduled appointments, and ensured highest level of customer satisfaction.
Supported the following product set: Microsoft Windows 95/98; Microsoft Outlook 98; Microsoft Office 97; Microsoft Internet Explorer; McAfee Virus Scan; WorldCom PAL Dialer; Novell NetWare and Microsoft NT logon issues

Confidential, Fairfield, New Jersey

Senior Computer Operator

Responsibilities:

Installed and configured workstations and connected them to corporate LAN.
Performed system backups of mainframe and network servers.
Replied to console messages and prompts to keep system up and running at optimal level.
Created, printed, balanced, and distributed reports. Maintained and updated tape library.
Processed orders to create invoices and reports for warehouses in Tennessee and Pennsylvania.
Transmitted reports to remote sites from mainframe to PC using FTP.
Maintained written documentation of all batch programs and kept a log of incidents.
Documented all system failures and job abends, and perform necessary recovery procedures.
Trained employees in execution of new tasks and jobs.

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Desktop Support Analyst Resume

Sanford, NC

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