Service Desk Analyst Resume Profile

Experience:

Confidential

Service Desk Analyst

Monitoring all Fab8 severs, applications, databases, and switches for any fails or partial downtime via OpManager
Installing software both remotely using WebEx and directly on the users machines
Working our team's tasks, incidents, requests and assigning group tickets to the appropriate teams in ServiceNow
Assigning and supporting VPN tokens
Helping users get the correct WAN/LAN set up depending on location
Set up work stations for new users Windows 7 XP
Maintaining the US service desk HELP line resolving 20-40 tickets a day utilizing Service Now for Ticket tracking
Logging into users computers remotely via WebEx
Supporting all the facilities printers and plotters. Installing operating systems complete with software on specialty computers and laptops for end users
Active Directory Citrix administration creating user names logins group policy
Utilized Norton Ghost for image distribution

Cornerstone Telephone Confidential

Troubleshooting and correcting a wide range of users connectivity issues
Specifically, working and closing trouble tickets concerning: voice, data, or both
Recognizing and fixing problems with both digital and copper phone lines
Corrections made by logging into VoIP remotely and used a voltage tests for pots and Verizon circuits
Helping users resolve Internet connection issues and setting up Outlook email accounts
Position requires meticulous attention to detail and following up with the customer to make sure all problems have been corrected

Confidential

VOIP TECHNICIAN

Providing technical support to users and businesses to enable successful SIP communication
Troubleshooting a wide verity of network issues from supplied ata's and routers to asterisk
Working to resolve and close e-mailed trouble tickets
Responsible for all billing issues and making corrections as needed
Creating and updating daily reports
Monitoring sever activity for any potential problems or interruptions

Confidential

EMC LIASION

Providing technical support to NYS medical providers and vendors relating to tape, modem and disk file submissions
Fulfilling reset requests and creating logins for both Unix and e-paces in compliance with HIPPA guidelines
Interacting with both systems development and support to resolve any technical problems for external users file submissions
Supporting all front-end aspects of transmission, both software and hardware
Updating and closing tier-two emailed trouble tickets