Help Desk Analyst Resume

PROFESSIONAL EXPERIENCE:

Confidential

Help Desk Analyst II

Responsibiliies:

Managed site visit & new site implementation and closures for ASC’s, Clinics and Outreaches
Provide user phone, remote and onsite support utilizing SysAid ticketing software, Dameware and RDP.
Hardware support including HP, Dell and Lenovo desktops and laptops.
Create & image, test and deploy using WIM (Desktops & laptops)
Support 100+ Cannon MFP, HP network & standalone, Dymo & Zebra printers.
Provide support on Android & Apple mobile devices & tablets.
Provide network support & troubleshooting throughout all location.
Microsoft Active Directory support, manage user accounts, containers and GPO’s
Support Microsoft Legacy Windows through Windows 7, 8 and 10.
Configure GE and Siemens C - ARM medical equipment.
Support Healthcare software NextGen via Citrix Xenapp servers.
Windows 10 image creation (Create, Develop, test and deployment)
Fiber network upgrade (all location)

Confidential

Computer Network Specialist / Help Desk Analyst

Responsibiliies:

Support hardware and software throughout the organization (5 sites, 300 users and 550 laptops & desktop workstations)
Support 75 users and 650 students in Charter School; provide setup audio / video equipment and Smart boards.
Provide user phone support, remote support and in person support. E11 Helpdesk software, Win VNC and Microsoft RDP.
Provide support on Android & Apple mobile devices & tablets. Managed with MDM MAAS-360.
Support 10+ Ricoh copiers, 40+ HP printers and peripheral devices.
Operating systems supports includes Windows XP Professional, Windows Vista and Windows 7.
Microsoft Active Directory support, manage user accounts, containers and GPO’s.
Provide network support throughout all location.
Provided project lead for implementation of Microsoft Windows 7 roll out, create images, test and deploy with Norton Ghost.
Responsible for achieving yearly IT Project Goals. Projects include recently completed new IP scheme all locations, complete site-wide Network & Telecommunication upgrade.

Confidential

Acting Technical Manager

Responsibiliies:

Managed a $2.5 million IT expansion project at the La Causa Charter School.
Applied for funding through the E-Rate program; the school qualified at 90% poverty rating for the lunch program, which also qualified the school for funding for Information Technology.
Provided recommendations regarding IT resources for upgrades and cost savings.
Purchased equipment and software, installed and configured, maintained software licenses, and tracked warranties.
Responsible for cell phones; added and removed users, and reviewed billing to ensure selection of the proper program for cost effectiveness.
In addition, continued all duties detailed below as a System Administrator.

Confidential

System Administrator

Responsibiliies:

Responsible for providing desktop support, troubleshooting and initiating repairs, upgrading networks, and perform data back on all servers.
Managed Active Directory of users and computers & maintained nine servers including Norton Anti-Virus, Exchange, Novatime 3000, Accountmate, and domain controllers.
Managed the operation of the Nortel phone system BCM-50 and BCM-400, and provided voice mail support.
Managed Active Directory of users and computers & containers and GPO’s.
Performed routine and emergency maintenance, and monitored IT security.

Confidential

Network Support Technician

Responsibilities:

Provided desktop support for seven sites for this non-profit social work agency.
Received user tickets, initiated contacts, determined problems, performed remote repairs if possible, or traveled on-site to handled software and hardware repairs.
Support Microsoft Windows 2000 server and workstation.
Responsible for exchange migration and desktop deployment
Performed WAN network troubleshooting and upgrades.
Configured servers, switches, routers and wireless hardware, maintained on-line, and monitored for issues to eliminate or minimize downtime.