Technical Support Analyst Resume

SUMMARY:

I am looking to pursue jobs in the area of Management Information Technology with excellent records of accomplishments throughout my career. I am great at learning new concepts quickly, working well under pressure, and providing efficient communication. Based on my experience and knowledge, I strive to excel in completing the tasks of today, while working to exceeding them tomorrow.

TECHNICAL SKILLS:

Microsoft Office 2010, 2013
Adobe Flash
Epic
McAfee Endpoint Encryption
HTML
Java
Unix
Microsoft Windows
Microsoft Visio 2007
Adobe Photoshop
Lync
Active Directory
Snag - It
Symantec PCAnywhere
WebEx; LogMeIn
Systems Management Server (beginner)

PROFESSIONAL EXPERIENCE:

Technical Support Analyst

Confidential

Responsibilities:

Printer hardware and Software troubleshooting
PC Hardware and software troubleshooting
Adhering to 24 - hour deadline based on issue
Maintain calls in queue
Windows 10 re-imaging of laptops and desktops
Audio and Visual troubleshooting

Epic Support Technician

Confidential

Responsibilities:

Assist with coordination and tasks in support of the Epic Technical Dress Rehearsal (TDR)
Validate and map workstation/printer configuration
Maintain hardware list and net changes from original workstation/printer configuration
Validate Desktop strategy (login process, shared desktop vs. personal desktop configuration)
Assist with testing TDR scripts
Prepare maps/zones for TDR
Outline deployment schedule and logistics (where hardware can be deployed, when, etc.)
Compile and follow-up on issues during TD R
Workstation and printer configuration/adds/removals within Epic
Assist with assigning staff and logistics/schedule for TDR

Installation Technician

Confidential

Responsibilities:

Windows 7 re-imaging of laptops
Assistance with monitoring, analyzing, and troubleshooting
Implement McAfee Drive Endpoint Encryption
Travel around the US installing SSA Encrypted Laptops for SSA sites
Assist with asset management
Re-credential users on new equipment
Replacing current user desktops, wiping hard drive and staging equipment

IT Technician

Confidential

Responsibilities:

Perform troubleshooting resolution for Migration related issues
Traveled to the University of Maryland Medicals Systems for Migration purposes
Recorded Inventory information for Migration Status
Train and coordinate technicians to remediate computer and mailbox migration issues
Monitor and maintain ticketing queue
Communicate with Program Staff Managers for technical issues

Application Support Analyst

Confidential

Responsibilities:

Troubleshoot for World-Wide Hotel Property Management System Micros
Resolve customer software/hardware related issues using resources
Use discretion and judgment to ensure customer satisfaction
Respond to property inquiries daily; maintain ticket and phone queue
Provided technical and non-technical assistance both over the phone and email for the client to resolve various issue
Utilized time management techniques to fulfill the contractual Service Level Agreement (SLA)’s
Utilized SQL DB tools to extract data and to create program status/tracking reports

Help Desk Assistant

Confidential

Responsibilities:

Monitor online courses
Provide technical assistance for College Professors
Troubleshoot connectivity through Adobe Connect Application
Record connectivity issues daily

Back-Room Team member

Confidential, Hyattsville

Responsibilities:

Stock Room Organizer (Branded)
Provide customers with special merchandise orders
Cataloged and arranged merchandise
Set up promotional material and displays by hand or machinery
Arranged, categorized, and replenished merchandise based upon supply needs
Assembled bailers for recycling purposes
Certified to operate Crown and Wave machinery

Receptionist

Confidential

Responsibilities:

Organize specific files and folders for students with academic records
Respond to 30 Financial Aid inquires daily
Input information into the Financial Aid database (Excel Spreadsheet)
Adhering to 24-hr deadlines
Answer phone calls and direct them accordingly

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