Desktop Support AnalystÂ Resume

SUMMARY:

Aspiring cyber security professional that focuses on the reliable execution of assigned responsibilities.
Dedicated to efficiently work without maintained supervision; while completing preventatives measures, rather than reactionary, to solve issues before they come into scope.
Noted for a quick aptitude to new systems and insightful solutions to new problems; when the environment gets tough and your team wants to quit, that is when you put me in.

TECHNICAL SKILLS:

Linux
SQL Server Management Studio
Active Directory/Exchange - Desktop Services - Networking configurations
Technical knowledge for troubleshooting in cross platform operating systems, peripherals, and repair (Ubuntu, Windows, Mac)

PROFESSIONAL EXPERIENCE:

Confidential

Desktop Support Analyst

Responsibilities:

Lead technician for help desk team.
Analyze and develop new IT solutions for 350 local and remote users.
Used Symantec Ghost, Altiris Agent, EMC Avamar, Checkpoint Endpoint Encryption, and SecureID RSA to oversee redeployment process for end users.
Main technician for L2 networking and physical troubleshooting.
Created batch files for help desk team to improve MTTR.
Directed support to specific web application such as Sharepoint, Stata, StatTransfer, Outlook Webmail, Webex, Netscaler Gateway VPN, and VMware Horizon interface for DoD/VA projects.
Coordinated Virtual Machine configuration/troubleshooting for SAS users.

Confidential

Information Systems Help Desk Intern

Responsibilities:

Serve as a communications liaison between the business customers and the technology development and support groups while staffing the Help Desk
Provide setup and support for private meeting rooms for workstations, AV equipment, conference rooms, and Office 365/2013
Used Windows Server 2012 R2 (AD/AC) to set up temporary accounts via Meeting Requests, and solve conflicts with user accounts and OUs
Used VCenter and VSphere for imaging and management; together with SmartDeploy and Acronis for mass virtualization projects
Execute SQL queries and reports for data requests via Microsoft SQL Server 2014 Management Studio
Exercised confidentiality with Federation information under Federation policy
Troubleshoot, build, and configure physical networking and desktop configuration projects
Creating and tracking ticket assignments through Kaseya system management software

Confidential

Support Technician/Contractor

Responsibilities:

Analyzing lines of Java SDK and other code variants in order to solve multiple user interface errors with Covata Safe Share, Cloud Network
Provide support to international clients on Mac based systems
Troubleshoot compatibility issues from clients who migrate from Windows to Mac, vice versa
Provide networking solutions to Mac and Windows users who fail authenticating to the encrypted space
Demonstrated troubleshooting and analytic skills
Incident handling via Help Desk using Remedy
Build relationships with vendors as a value added consultant