Deskside Systems Analyst Resume

SUMMARY:

Track record of performance in consulting and assisting end users with conventional and advanced computer hardware and software applications and utilities.
Adept in analyzing user needs; identifying appropriate hardware/software responses; advising users in hardware/software purchases, systems up - grade or integration, and the installation, configuration, and use of new products and applications.
Equipped with knowledge of Macintosh and Windows OS, standard productivity applications, networking concepts, hardware, and peripherals.
Experience supporting/knowledge of Audio/Visual Systems.
Able to handle multiple projects simultaneously and meet deadlines under pressure.

TECHNICAL SKILLS:

Platforms: NT4.0, NT3.51, Novell 4.11, Novell 5.0 (ZenWorks), DOS, Windows 3.11, Windows 95, Windows 98, Windows XP, Windows 7, Windows 8.1, and Windows 10, 3 years of experience with Macs

Software/Utilities: MS Office Suites, Outlook, WebEx, GoToMeeting, Skype, eDocs, DocsOpen, MobileIron (MDM), Visio, Lotus Notes R5 & 6, Proxy, Vantive, Remedy, Timbuktu, PC Anywhere, IE all versions, McAfee, NAV, ARC Serve, Ghost, Power Quest Drive Image, WinZip, NW Admin 32, Telnet, PC Docs, Spybot, Adaware, Veritas Net Backup, Remote Desktop, Terminal Server, Citrix, Track-IT, Altiris, Go To My PC, BMC Service Desk Express, Active Directory, SMS Management Tool, BMC Service Desk Express, Cisco Call Manager, CommVault, Sharepoint, Meeting Room Manager, SCCM

Hardware: Lenovo, Dell, and HP PC’s; Samsung, Xerox, and HP Printers. Blackberry, Android, and IOS support, Cisco VOIP telephones, video conference - Polycom HDX 9000/Crestron. Mac and iOS experience along with PDA support

PROFESSIONAL EXPERIENCE:

Confidential

Deskside Systems Analyst

Responsibilities:

Troubleshoot and resolve hardware, software and voice/data communication systems issues
Escalate calls when appropriate
Write concise, informative tickets
Follow up on all tickets in a timely manner and follow through to resolution
Image Macs and PC laptops

Confidential

IT Support Analyst

Responsibilities:

Assisted end users with both technical and non-technical issues, including DocsOpen/eDocs document management system, imaging desktop and laptop computers using network images through a PXE boot server.
Provided Skype and Google Hangouts, Video, and Audio Conference Support.
Used Citrix for proprietary applications and circumvention of desktop application issues.
Served as a point of escalation for complex issues with network, VDI used for conference room, Dell, Lenovo, HP, Samsung, and Xerox printers.
Identified and tested opportunities for new or existing system and operational improvements.

Confidential

Technical Consultant

Responsibilities:

Assisted end users in the areas of usage and installation of electronic mail, printing, work processing, operating systems, and other software applications.
Provided Outlook 2003, Web based email, and Treo support for local and remote users.
Ensured proper documentation, notification, escalation, tracking, and follow up of all incidents on BMC Service Desk Express ticketing system.
Performed installation, maintenance, troubleshooting, repairs, and replacement of computer hardware and software.

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