Desktop Support & Help Desk Analyst Resume

TECHNICAL SKILLS:

Help Desk Ticketing Systems:

Web and Audio Conferencing/AV:

Connect to remote offices using VMR (Virtual Meeting Rooms (Crestron software/technology);
Including sharing documents /collaboration across offices;
Initiate and monitor conference calls both nationwide and internationally (Polycom technology)

Administrative Software:

AD (Active Directory): add and remove users; apply security; maintain distribution groups
SCCM: deploy software packages and remote control support;
Access: use for inventory (particularly staying on top of lease returns)

Software support:

PROFESSIONAL EXPERIENCE:

Desktop Support & Help Desk Analyst

Confidential

Responsibilities:

Support, coordinate, and monitor all A/V conference meetings across the firm;
In corporate the use of Meeting Room Manager (MRM)/Rendezvous software;
80% floor support, 20% phone support of software-related problems including document management and formatting issues;
If not resolved on the first call or e-mail, field incoming help requests (escalations)
Configured mobile devices (including Apple products certificate-base and Exchange-based and Android devices) for corporate mail, calendar and contacts
Printer trouble shooting including installing imaging units, toners, and rollers

Desktop Support & Help Desk Analyst

Confidential

Responsibilities:

Regional and nationwide (telephone) support for MS Office Suite and proprietary software;
Documents the problem-solving process all the way to resolution;
Installation, configuration and troubleshooting for MS Windows XP and Windows 7 OS;
Inventory management;
Citrix support for MACs and PCs;
Administered Mobile Device Management;
Worked with Citrix Servers to troubleshoot users Citrix sessions

Desktop Support & Help Desk Analyst

Confidential

Responsibilities:

60% Desktop Support; 40% Remote Control Support
Maintained laptop/iPhone/MiFi devices check out database
Asset Management/Inventory control;
Trained users in using the MS Office Suite and proprietary software via floor support requests;
Technical projects as assigned.

Help Desk Analyst

Confidential

Responsibilities:

95% Remote Control Support (SCCM); 5% Desktop Support
Call logging, effective problem resolution, tracking for all trouble calls via ticketing system. Provided installation, configuration,;
Remote user support, VPN, and wireless technologies.

Help Desk Analyst

Confidential

Responsibilities:

100% Desktop Support
Provided daily phone support for remote and onsite end-users
Technology infrastructure and application support.
Assisted with XP roll-out
Responsible for hands-on desktop support on a diverse set of hardware and software including operating system issues, office applications, blackberry support, wireless troubleshooting, printer maintenance, and familiarity with networking concepts.
Troubleshoot, isolate, and research problems, recommending solutions
Image PCs and laptops
Partnered with second level support and management, as needed
Provided follow-up with clients when problem is resolved to help ensure customer satisfaction