Desktop Support AnalystÂ Resume

SUMMARY:

Talented IT professional with excellent analytical and problem solving skills, continually seeking opportunities to increase customer satisfaction. Proven ability to manage and organize resources while maintaining the quality of results.

TECHNICAL SKILLS:

Operating Systems: Windows 8,Windows 7, Windows 10,Windows Server R2 2012,OS - X iOS, Android

Applications: MS Office 2007/2010/2013/2016, IE7/8/9/10/11, Microsoft Edge, Google Chrome, Firefox, Bomgar, Remedy,Win7-10 Migration Networking, Office 365, Cabling, Switches, VoIP, Remote Desktop, Active Directory, Peoplesoft, PASS

Devices: iPad, iPhone, Blackberry, Android, Printers, Scanners, Desktop, Laptop

PROFESSIONAL EXPERIENCE:

Desktop Support Analyst

Confidential

Responsibilities:

Provide quality customer service to end users.
Support/troubleshoot peoplesoft log in issues.
Account unlocks/password resets in Active Directory/ Active Roles
Remotely troubleshoot and resolve/escalate basic computer issues
Apply solution by restoring broken or intermittent connections, adjusting software configuration, install patches, and reboot entire system
Respond to tickets, and troubleshootand resolve problems in a timely manner
Strong communication skills and customer soft skills
Provide support to District of Columbia Public Schools and District Government agencies non-technical issues
Process incidents/requests in a high pressure, time sensitive environment via phone,
Utilize remote support software such as Bomgar and LANDesk to remotely access end-user’s computers for troubleshooting and training purposes

IT Support Intern

Confidential

Responsibilities:

Troubleshoot and resolve basic network and server access problems for end-users, when possible from the Help desk
Troubleshoot and resolve issues with WAN, VLAN, firewall, VPN systems when possible from the Help desk
Respond to user requests for service, troubleshoot problems and help develop solutions
Support PC hardware components, desktop operating system software and application software
Perform minor repairs to equipment and arrange for other servicing needs
Identify and report system issues to vendors. Monitors and test resolution of those issues sent to vendors.
Record activities, solutions and other responses to request for service

TECHNICAL support

Confidential

Responsibilities:

Provide a blend of phone-based and onsite technical support on OS and a wide variety of HW/SW issues. 500+ end-users in small to medium sized businesses in the DC metro area.
Log all incidents accurately in ticket tracking system SpiceWorks.
Reset user passwords and unlock user accounts daily.
Perform data backups, recovery, and transfers.
Security Management: report suspected malicious data, perform virus scans to user accounts and workstations.
Simulates or recreates user problems to resolve operating difficulties.

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