Desktop SupportÂ AnalystÂ Resume

SUMMARY:

Striving towards becoming a skilled Help Desk Technician, with skills providing PC and SharePoint technical support.
Experience diagnosing, troubleshooting, and resolving client issues with hardware maintenance, installations, and upgrades. An articulate, flexible, and personable communicator with excellent skills in client and vendor relations.

TECHNICAL SKILLS:

WORK EXPERIENCE:

Confidential

Desktop Support Analyst

Responsibilities:

Desktop Support Analyst for Arlington County government
Provide support for all application issues including Confidential office 356, Adobe DC, Adobe Creative Cloud
Provide hardware support on Dell desktop computer, Lenovo laptops, Apple Iphones, Apple Ipads
Apply monthly security patches for Confidential products
Conduct one - on-one software training

Confidential

Customer Support technician

Responsibilities:

Customer Support technician for the Confidential House of Representatives
Troubleshoot to resolve hardware and software issues in a Windows 7 and 10 environments
Support the moving and configuring of equipment for offices occupied by members of the house
Computer imaging and data transfer for users of the Confidential House of Representatives and the Confidential Capitol
Primary point of contact for out of state field technicians having issues with imaging, printer installs, domain joining, etc,

ConfidentialConfiguration Manager

Responsibilities:

Hardware Support technician for the Federal Trade Commission headquarters building .
Troubleshoot to resolve hardware and software issues in a Windows 7 Enterprise environment.
Perform agency wide pc hardware refresh
Utilize Microsoft’s Systems Center Configuration Manager (SCCM) 2007 for software pushes, group policy updates, and initial Windows installs
Install virtual Operating Systems using VMWare
Set up Installed workstations for new employees and contractors using Confidential SCCM imaging tool
Accurately resolve trouble tickets in Remedy ticketing software in a thorough and timely manner
Tasked with installing, moving, or collecting whole pc workstations as detailed in trouble tickets
Troubleshoot to resolve physical level of network issues
Install local and network printers
Troubleshoot to resolve local and network printers

Confidential

Office 365 Concierge Ambassador

Responsibilities:

Assist a set of Office 365 customers (small business 10-300 licenses) through the Onboarding process, via chat or phone
Assist Office 365 customers with configuration of onboarding tools and processes

Confidential

Customer Support Analyst

Responsibilities:

Serve as the initial point of contact for all application systems related issues
Provide access and log-in support for the Federal Exchange system, Data Services Hub, State Medicaid and Children’s Health Insurance Program agencies
Trouble shoots and revolves functionality issues that are escalated from first level support on various governmental systems.
Specializing in Triage, EIDM/Agent Broker, Aging Reports

Confidential

Technician

Responsibilities:

Part of PC refresh team for Copied and configured users local profiles on PC’s
Installed networked PC’s in a Hospital and Banking environment
PC refresh and migration Windows XP to Windows 7
Provided end user support post migration
Assisted with the management and maintenance of hardware and software inventoried
Installed and configured COTS applications

Confidential

IT Technician/Software Support

Responsibilities:

Responsible for the maintenance, repair and installation of personal computer and network hardware and software.
Reviewed, maintained and performed upgrades to existing personal computer systems.
Troubleshoot problems and determine solutions. Duties include system administration, user account creation, backup/restoring data, and providing specialized support to system users.
Installed, troubleshoot, and configure Windows 7 Client, Confidential Office Suite, applications and various internet browsers.
Investigated hardware and software problems and perform minor system hardware and communication connection repairs.

Confidential

Administrative Assistant

Responsibilities: