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Desktop Support Analyst Ii Resume

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New Jersy, NJ

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SUMMARY

EDUCATION

Network Administration and Support.

TECHNICAL SUMMARY
  • Extensive knowledge of computer hardware including building and repairing towers.
  • Extensive knowledge of Windows XP, 2000, 2003, W7 operating systems.
  • Extensive knowledge of Windows and Android Mobile Devices including imaging and creating roms.
  • Extensive knowledge of Remedy, HP Open View, Vantive, and Clarify ticket systems.
  • 10 years’ experience in a help desk, technical support, and call center environments.
  • 4 years experience in a help desk tier II positions specializing in high volume accounts and Tier 1 escalations.
PROFESSIONAL EXPERIENCE

(11/10- 8/11) Confidential, Desktop Support Analyst II

Activant Solutions is a leading technology provider of business management solutions serving small and medium-sized distributors and specialty retailers. Company Size: 1000-5000

  • Building, deploying, imaging and repairing Dell Laptops and Desktop for Austin and surrounding remote sites.
  • Troubleshooting Microsoft Windows XP, Windows 7, Office 2003/2007/2010
  • After hours on call support for remote clients
  • Blackberry and Android phone support
  • Creating Active Directory accounts, distribution list, and group mailboxes
  • Very customer service oriented position, have to meet face to face with clients in many case executives.

(1/09 – 8/10) Confidential,Helpdesk Analyst/Desktop support

Allergan is a pharmaceutical company best known for creating the cosmetic drug Botox.
Company Size: 8500 Employees

  • Full support of the Microsoft Office 2003 and 2007 including Outlook.
  • Unlock and resetting accounts in Active Directory
  • Troubleshooting hardware issues for IBM ThinkPad laptops and IBM Think Center desktops.
  • Deploying software and using the remote desktop utility in Microsoft SMS
  • Support of Cisco VPN client 4.0 with use of RSA SecurID Tokens administrated by RSA Administration Server.
  • Installing and Configuring SAP 7.10 and unlocking and resetting SAP accounts.
  • Responsible for tracking and imaging all desktop for the entire helpdesk.

(8/07 – 01/09) Confidential,Internal Helpdesk Analyst

Alliance Data Systems is a leading provider of marketing-driven credit solutions.
Company Size: 7000 Employees

  • Provide hardware and software support for all local and remote Alliance Data employees
  • Creating Active Directory user and group accounts, unlock, and resetting accounts.
  • Creating, modifying, and deleting Exchange distribution list and mailboxes.
  • Configuring and troubleshooting Outlook
  • Troubleshooting hardware issues with Dell Latitude laptops and OptiPlex desktops.
  • Configuring and troubleshooting Cisco VPN accounts
  • Deploying software and using the remote desktop utility in Microsoft SMS
  • Troubleshooting and support for PDA/Smart Phones using Windows Mobile 5 & 6
PROFESSIONAL EXPERIENCE (2)

(06/05 – 8/07) Confidential,Helpdesk Analyst Tier II

Rockwell Automation is a global provider of industrial automation, power, control and information solutions.
Company Size: 19,000 Employees

  • Provide support to all Tier I agents on the floor
  • Configuring and Troubleshooting Checkpoint VPN use with ACE soft and hard tokens
  • Creating VPN soft tokens in the ACE Remote Administration tool.
  • Configuring and Troubleshooting Lotus Notes 5 & 6
  • Helping remote user configure and troubleshoot Linksys routers and wireless cards.
  • Configuring and troubleshooting mobile broadband cards for all 3 major cell phone carriers.
  • Configuring and troubleshooting Cisco IP phones. Programming the Cisco Call Manager web client for the IP phones.
  • Supporting Palm Treo devices
  • Supporting Windows Mobile 5 & 6 PDA/Smart phones
  • Configuring and troubleshooting Orion Siebel and Siebel hand-held for windows mobile devices
  • Resetting password for AS400 mainframes, PeopleSoft, and Oracle.
  • Configuring and Troubleshooting SAP
  • Supporting Altiris clients and Management console for all software distribution.
  • Troubleshooting Dell Latitude laptops and OptiPlex desktops.

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