Desktop Support Analyst Resume Chicago, Illinois - Hire IT People

Technical Support

Proven 3rd level technical support experience troubleshooting and resolving a wide range of Desktop Hardware/Software issues including OS - Application, Printing, and Network problems. Recognized for outstanding communications and client service skills. Expertise includes:

3rd Level Complex Problem Solving
Network/Desktops/Laptops
Hardware/Software/Applications
Printers, Phones, Handheld Devices
Diagnosing & Troubleshooting
24/7 Technical Support
On site/Remote Support
Root Cause Analysis
Proactive Client Service
Technical Training/Documentation
Quality Assurance
Strong Interpersonal Skills

Technical Skills

Experienced in the following environments, applications and utilities:

Microsoft Windows 2000/XP | Novell Netware, Microsoft AD

Symantec Ghost/Drive Image | Microsoft Office 97-2003,XP,2007

Internet Explorer 4,5,6,7 | Lotus Notes/Microsoft Outlook

TCP/IP - Ethernet, Token Ring | Microsoft Remote Assist

Peregrine & Vulcan | Blackberry

Professional Experience

Confidential

3rd Level Desktop Support Analyst

Provided remote and on-site 3rd Level Support for all ticket escalations related to PC Hardware and Software issues for 500+ internal users. Efficiently researched and resolved problems, reducing end user and departmental down time. Received ongoing positive feedback from customers.
Provided technical support on several successful on-time corporate-wide projects affecting thousands of users that included transitioning from Novell Netware to Microsoft Active Directory and Lotus Notes to Microsoft Outlook.
Performed remote and on-site issue resolution support for site conversions, resolving and documenting all issues. Analyzed and resolved root cause issues, increasing system efficiency.
Assumed ownership of complex issues that required engaging and collaborating with related technical support groups to ensure timely problem resolution.
Efficiently installed and upgraded desktops, multi-function printers, phones, and handheld devices. Assisted clients in understanding basic hardware and software functionality.
Provided ongoing technical support for activities related to a major IT project to consolidate and standardize numerous legacy platforms and systems that were acquired through ongoing mergers.
Served as "go to" expert on team, coaching and assisting colleagues with complex technical issues.

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Desktop Support Analyst Resume

Chicago, IllinoiS

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