Associate Field Support Technician Resume Philadelphia, PA - Hire IT People

PROFESSIONAL EXPERIENCE:

Associate Field Support Technician

Confidential - Philadelphia, PA

Responsibilities:

In person and phone-based technical support for all IT-related issues for both local and remote employees.
General hardware break/fix of laptops, desktops, some server work
Setup and deploy workstations to new employees, basic of new users
PC imaging using iVanti software to single machines or to a subnet/network.
New hardware upgrades; installs, moves, adds, changes in a laptop and desktop environment.
Administered active directory as related to group policy creation, development and user

Desktop Support Analyst

Confidential - Philadelphia, PA

Responsibilities:

Deployed Windows 10 for end user’s desktop and laptops using SCCM and Azure.
Support regional offices on all related applications, hardware, and peripheral issues.
Re-image desktops and laptops as needed and deploy new equipment to end-users.
Onboarding/Off boarding of personnel including equipment setup and breakdown.
Office Setup for new or existing attorneys. Resolve equipment failure in visiting offices.
Setup and support conference rooms meetings utilizing Crestron unit for audio & video.
Mobile Device Management enrollment using AirWatch for Android & OS devices.
Resolve connectivity issues for Cisco Anywhere Connect VPN & Citrix Remote Desktop

Service Desk Analyst

Confidential - Philadelphia, PA

Responsibilities:

Migration of HP workstations and laptops from Win7 to Win10
Answered approximately 30 to 55 Helpdesk request tickets a day
Closed 90% of trouble tickets on first call.
Supporting firm enterprise apps such as: FileSite, Chrome River, Room Tracker and VPN.
Active Directory administration, add & remove users from groups. Account unlock/reset.
Ms Exchange support, providing mailbox, contacts and calendar access.
Enrolling attorney mobile devices in Maas360 and Duo Mobile authentication software.
Write “how-to” documentation for both staff and end users.

Desktop Support Technician

Confidential - Philadelphia, PA

Responsibilities:

Commended for resolving complex issues relating to: Network connectivity, mobile devices connectivity issues, connectivity problems, application crashing and more.
Basic Active Directory support: unlock/reset user accounts. Verify user group policies.
Technology support for desk-side peripherals such as desktop, laptops, mobile devices and dictation devices.
Document call incidents in BMC call tracking systems and escalate when appropriate.

Help Desk Analyst - Contract

Confidential - Philadelphia, PA

Responsibilities:

Respond to requests for technical assistance by phone, email or ticketing system (HEAT).
Remotely connect to end user’s PC to fix Windows 7 customer configuration problems.
Software support for: FileSite, MS Office 2007, Citrix, VPN and legal proprietary software.
Diagnose and resolve user PC hardware problems. Troubleshoot and resolve network, printer, email and LAN access problems.
Reimaged Laptop and desktop computers using Novell Zenworks.