Global Service Desk (Help Desk) Analyst Resume Summerville, SC - Hire IT People

SUMMARY:

WORK EXPERIENCE:

Global Service Desk (Help Desk) Analyst

Confidential, Summerville, SC

Responsibilities:

Remote IT phone support: ServiceNow ticketing; Active Directory/ActiveRoles Server; Public Distribution List management; Passwords reset/account lockout; SCCM Windows software management; Remote Desktop; Cisco AnyConnect VPN; Symantec VIP Access management; MS Office; MS Outlook; Jabber; WebEx; Cisco Unified Call Manager.

Service Desk Analyst

Confidential, Chandler, AZ

Responsibilities:

Manage inventory of computers and peripherals. Install corporate image, troubleshoot, and install Dell, HP and Apple desktop and laptop computers. Add and remove systems to/from the network. Manage network user accounts, reset account passwords. Respond to and manage ServiceNow trouble tickets.
Setup and manage Cisco IP desk phones, user accounts, and voicemail. Setup VPN soft token, GlobalProtect VPN; Jabber and WebEX accounts. Maintain network printers.
Support network servers, switches, and routers. Manage backup tapes. Maintain network security PoE camera system.
Maintain conference room audio/visual equipment including Crestron and Polycom A/V systems, video projectors, monitors, phones and team microphones.
Regular support and use of: Active Directory/ARS; Symantec Encryption Desktop PGP, SecureDoc encryption management; SCCM Windows system imaging; Casper Mac imaging, ServiceNow ticketing; Remote Desktop; VPN; Symantec Endpoint Protection; MS Office; MS Outlook; Jabber; WebEx.

Desktop Support Technician

Confidential, Hunt Valley, MD

Responsibilities:

Manage inventory of computer equipment.
Image, troubleshoot, and install Dell and Apple PC s and laptops.
Add and remove systems to/from the network.
Manage user accounts. Respond to trouble tickets.
Regular support and use of: Active Directory; Bitlocker MBAM; Casper Mac OS imaging, F5 Big - IP VPN; Mac OS 10.9; MS SCCM Windows imaging and asset management; MS Office; MS Outlook; PGP encryption; Remedy ticketing; Remote Desktop; Symantec Endpoint.

PC Migration Tech

Confidential, Laurel, MD - June 2013 to September 2013

Responsibilities:

Short-term migration contract. Installed system image of Windows 7 and Mac OS X.

Help Desk Tech Support

Confidential, Washington, DC

Responsibilities:

Help Desk support of Windows XP, Vista, 7, Mac OS X, Outlook 2007 & 2010, MS Office 2003 - 2010, and Smartphones for faculty, staff, and students.
Reset password in Active Directory, and PeopleSoft.
Regular use of Windows Remote Desktop, and LANDesk Management remote desktop.
Solve client-side network connection, printing, virus/malware issues.
Create trouble tickets (HEAT ticketing system) for tier two on-site desktop support and other workgroups.

Technical Support/Customer Service Coordinator

Confidential, Chandler, AZ

Responsibilities:

Inbound phone support of Internet data devices (personal hotspot and USB), netbook computers, tablets, and cell phones.
Assist with setup and troubleshooting of Wi-Fi, and network, connections.

Systems Administrator

Confidential, Atlanta, GA

Responsibilities:

Managed small office Windows Server 2000/Windows XP network.
Maintained personal computers including virus protection, troubleshooting, software updates and upgrades, performed hardware upgrades.

Computer Technician

Confidential, Atlanta, GA

Responsibilities:

Performed physical installation, and maintenance, of personal computers, network servers, and switches.
Provided onsite and phone support for network, PC, and software issues.