Service Desk Analyst Resume

SUMMARY

Computer expert with strong educational background in information technology; experience in a wide range of aspects of the industryIncluding CISCO IOS, Microsoft System Center 2012 R2, Active directory, Remedy, Microsoft OS, and more.

TECHNICAL SKILLS

Performed troubleshooting on network connections via tracerout, ipconfic, ping, nslookup, and netstat
Managed and performed troubleshooting routing protocols, including OSPF, BGP, RIP, and EIGRP
Managed routers and switches remotely via SSH and Telnet
Created, managed, and performed troubleshooting on VLANs; configured layer 2 technologies such as: Frame - relay, PPP, HDLC, and Ethernet channels
Installed, maintained, and performed troubleshooting of Windows operating systems
Upgraded and maintained PC hardware and application software
Deployed standardized images using Norton Ghost

PROFESSIONAL EXPERIENCE

Confidential

Service Desk Analyst

Responsibilities:

From within the Office of the Chief Information Officer (OCIO) provide support for the United States Patent and Confidential (USPTO) an enterprise environment with over 15,000 members
Utilize Remedy 7.6 ticketing system for Incidents and service requests
Troubleshoot connectivity issues relating to LAN, WLAN, WAN, VPN, and VOIP technologies
Troubleshoot authentication technologies such as RSA Secure ID FOB (synchronization, PIN reset, account unlock and disablement) and PIV Smartcards (PIN reset, PIV unlock, and certificate update)
Utilize Active Roles (Active Directory) to modify user accounts
Utilize IPS such as Symantec Endpoint Protection to scan for potential threats; analyze system and threat logs for potential anomalies
Recover missing files using EMC Avamar software
Use remote computing technologies such as: PCAnywhere, Microsoft System Center 2012 R2 Configuration Manager (SCCM), Junos Pulse Collaboration, Citrix, and Windows RDP
Update device drivers via SCCM and Altiris
Troubleshoot myriad proprietary automated information systems (AIS) as well as nonproprietary systems such as: Microsoft Office Suite 2007/2013/365 , CISCO WebEx, Lync, and Adobe
Troubleshoot hardware such as: Printers (local and network), scanners, keyboards/mouse, PIV smartcards, CISCO SOHO routers, and more
Setup, repair, and maintain internal Confidential equipment
Review software request tickets for completeness and submit for Government approval
Contact customers to coordinate installation within the SLA allotted time frame.
Complete Work Orders for adding users to RDP group
Notify customers of rejected installation requests
Troubleshoot and remedy failed installations
Communicate process and system recommendations for improvement to the management team
Coordinate with Government and management to ensure processes and procedures are updated as needed.
Understand management expectations and perform accordingly
Train incoming new hires as a Subject Matter Expert for Installation policies and processes

Confidential

Electronics Sales Associate

Responsibilities:

Assisted customers with purchasing and troubleshooting of computers, access routers, and other electronic and computerized devices
Assisted with the managing of the electronics department
Opened the department and prepared for business

Confidential

Desktop Support 2

Responsibilities:

Provided customer service on health insurance applications and systems in various phases
Conducted research to resolve issues and inquiries whenever possible, escalated and followed up with issues when necessary
Responded to issues escalated from tier one research and resolved inquiries and followed up on tier three escalated inquiries

Confidential

Computer Tech

Responsibilities:

Fix, upgrade, and maintain desktop and laptop computers, printers, and home networks

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