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Support Analyst Resume Profile

Work experience

Confidential

Computer Services

  • Provides desktop support including dual booting of MACS, hardware upgrades and generalized software support.
  • Troubleshoots Printer and Fax issues encompassing hardware and networking support
  • Tasked with creating base images for all desktops, laptops, and MACs for the college. For windows using Norton Ghost server with WAIK and Mysysprep and for MACs using Disk Utility.
  • Responds to user issues in a timely fashion and documents results using Track-It ticketing system.
  • Actively assists Networking team with port testing, rollout of new VOIP, AD maintenance and daily networking issues.

Confidential

Sr. Support Analyst

  • Primary contact for technical support, maintenance, and troubleshooting responsible for broadcast and corporate information systems functioning, for off-site systems analysis and after hour's repairs as needed.
  • Effected repairs, after diagnosing complex system issues, including problem resolution and testing within Windows and MAC environments.
  • Installed, configured and completed troubleshooting tasks on desktop and laptop systems, and workstations in a heterogeneous environment rebuilt faulty hardware systems installed patches, fixes, and drivers to resolve numerous problems.
  • Maintained and reestablished network connectivity within support issue environments. Determined access requirements, maintained password change control, data integrity, and file security for desktop environments.
  • Clearly articulated and documented technical findings, issues and outcomes to team and clients alike.

Confidential

Support Analyst, MIT

  • First point of contact for ESPN employees for resolution of connectivity and hardware issues including but not limited to troubleshooting PDA devices, printers, laptops, and desktops.
  • Maintained a three tier client application system, was single point of contact from 7:30 PM until 11:30 PM.

Confidential

Server Specialist

  • Responsible for server and LAN recovery tasks ranged from documentation to creating, reassigning, and updating problem records to providing routine support, note-taking and generating reports as necessary.
  • Resolved complex customer issues fielded inbound calls from Webmasters, as well as from other technical customers.

Confidential

Network Support

  • Responsible for maintenance of Exchange, Print, and Domain Servers including all software and hardware upgrades as necessary, including diagnosis and resolution of complex issues.
  • Furnished support for all computers, laptops, PDA devices, and printers on and off the network.

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