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Personal Computer Analyst Resume

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Washington, DC

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PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Personal Computer Analyst

Responsibilities:

  • Diagnosed and repaired desktops and laptops running Windows 7 and Windows 10. Re - imaged computers for deployment using SmartDeploy.
  • Used the BMC Service Desk Express ticketing system. Assisted internal and external users using the Bomgar Web Rep Console.
  • Installed memory, hard drives, and video cards on desktops and laptops.
  • Installed and supported Microsoft Office 2013 and 2016 products (Word, Excel, PowerPoint, and Outlook).
  • Installed and supported Adobe products (Acrobat Pro DC, Photoshop CC, and Illustrator CC).
  • Tested Windows 10 and Office 2016 for compatibility with enterprise systems. Tested patches and updates for Windows 7 using VMware Workstation.
  • Verified correct computer updates were applied using Microsoft System Center’s Configuration Manager (SCCM).
  • Assisted remote users with the Cisco AnyConnect VPN client.
  • Assisted Mac OS X (El Capitan) users with mapping to departmental shares on the server, adding printers, and changing Keychain password. Helped users change their passwords on their iPhones, iPads, and Android devices.

Confidential, Phoenix, AZ

Service Desk Technician

Responsibilities:

  • Provided technical assistance to Windows 7 operating system users.
  • Managed and resolved help desk tickets using the FootPrints ticketing system.
  • Installed and supported Microsoft Office 2013 (Word, Excel, PowerPoint, and Outlook).
  • Remotely supported users and deployed software with SCCM.
  • Installed hardware such as memory and hard drives.

Confidential, Silver Spring, MD

Help Desk Analyst

Responsibilities:

  • Migrated users from Windows XP to Windows 7.
  • Migrated users from Office 2010 to Office 365 (Word, Excel, PowerPoint, Lync, OneDrive).
  • Assisted Mac OS X (Mavericks) users with mapping to departmental shares on the server, adding printers, and changing Keychain password. Helped users change their passwords on their iPhones, iPads, and Android devices.
  • Migrated users from BlackBerry Enterprise Server (BES 5.0) to the Maas360 console to register and manage their Apple (iPhone and iPad) and Android (phones and tablets) devices.
  • Created and modified objects in the Windows Server 2008 Active Directory and applied the appropriate group\security policies. Created and modified e-mail accounts on Exchange Server 2013 and granted the appropriate permissions to users (full access, send-on-behalf, etc.). Assisted users with sharing their inbox\calendars\contacts and accessing other users’ inbox\calendars\contacts.
  • Supported Citrix Receiver users by remotely accessing their sessions and disconnecting their sessions when issues arose.
  • Assisted users with accessing their departmental calendars\meeting rooms. Created and modified e-mail listservs and discussion groups using Lyris ListManager. Used Enterprise SPAM filter (MailMarshal) to release users’ e-mails inadvertently caught in the SPAM filter and released approved e-mails exceeding attachment file size limit.
  • Assisted users using Windows Virtual PC to access legacy applications in the Windows XP environment. Used VMware to troubleshoot legacy Linux printing applications. Remotely supported users with Altiris (Deployment Server Console), WebEx, and RealVNC.
  • Managed ports on the Cisco Systems switch (Telnet, Cluster Management Suite) when users lost network connectivity. Sometimes had to go to the network closet and manually reset or change ports on the switch.
  • Added new printers to the print server and verified that the new printer received a static IP address from the DHCP server.

Confidential, Washington, DC

Help Desk Analyst

Responsibilities:

  • Provided desktop support to the Confidential ’ staff. This support included troubleshooting printing issues, mapping users to network resources, assistance with dialing in remotely, assistance with VPN, spyware/virus removal. Used pc anywhere to support users off-site.
  • Installed and supported software such as Word, Excel, Outlook, Access, PowerPoint, and Adobe Acrobat. Tracked issues using the Remedy ticketing system.
  • Added new users to the Blackberry Enterprise Server (BES 4.0). Configured users’ Blackberry devices for e-mail, contacts, and calendars.

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