Help Desk Support Analyst/Information Management/Technician Support Level II Resume

SUMMARY

Multifaceted technical career with a sharp focus in providing system and application technical support while ensuring all service level agreements and customer satisfaction goals are achieved.
Technically sophisticated professional with solid history in providing Tier II support to users by researching, diagnosing, and resolving technical problems.
Extensive background in client/desktop systems deployment and administration, mobile device, and high - end executive level in-person and phone support.
Proficient in installing, configuring, and troubleshooting various aspects of servers and workstations.
Specialized training in SQL formulated for Help Desk Support, Troubleshooting, and Inventory Management.
Skilled trainer and project leader; able to direct multiple tasks effectively and master innovative software and tools.

Core Competencies:

Desktop Support
Network / Systems Administration
Diagnosis and Troubleshooting
Client Relationship Management
Quality Assurance and Testing
Backup and Recovery Strategies
Maintenance and Repair
User Training and Support

TECHNICAL SKILLS

Platforms: Windows, iOS, Mac OS, Linux

Software: VMware, Active Directory, Windows OS systems, Office 360, Service Max, Salesforce, Citrix RBM, SQL Postgres, Cloud and VOIP, Sub-netting, System Imaging, System recovery and Backup

Hardware: Windows Desktop Computers, Laptops, IPhone, Android, Tablets, SOHO and commercial printers, fax machines, copiers, scanners

PROFESSIONAL EXPERIENCE

Confidential

Help Desk Support Analyst/Information Management/Technician Support Level II

Responsibilities:

Achieved standards in quality and productivity of incident/request management, including responsiveness, resolution time, and satisfaction.
Performed system monitoring to ensure service level agreements are met.
Proactively identified and recommended enhancements to the overall IT infrastructure.
Rated in the top tier 10% of workers with high case closing ratio and minimal mistakes.

Confidential

Inventory Control Analyst

Responsibilities:

Participated and contributed to the production of user training manuals for new employees.
Diagnosed, troubleshot, and repaired malfunctioning Remote Scanners for defects and bugs to ensure Windows CE connectivity to the High Jump inventory system module.
Maintained accurate product count in the Distribution Center with a remote scanner.

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