Desktop Support Analyst Resume Sunnyvale, CA - Hire IT People

Summary

Education/Certifications

Technical Skills

Server: Active Directory, CommVault Galaxy, Microsoft Exchange 2007, Novell, Windows Server (2008 R2, 2008, 2003, 2003 R2, 2000)
Workstation: Ad-Aware, Adobe Photoshop, Adobe Dreamweaver, Beyond Compare, Dameware, Enterprise Service Desk, HEAT, HijackThis, Java, Malware Bytes, MDT, Microsoft Office (2010, 2007, 2003, 97), MozyPro, Norton Ghost, pcAnywhere, Partition Magic, Robocopy, Super Anti-Spyware, Symantec Endpoint Encryption, Symantec Endpoint Protection, WebEx, Windows (7, Vista, XP, 2000, 97, 95)
Hardware: CD/DVD drives, CPU, CPU fans, docking stations, internal/external hard drives (eSATA, PATA, SATA, SCSI), memory chips, motherboards, network cards, Polycom conference phones, printers, projectors, robotic tape libraries, Cisco VoIP phones, wireless routers
Networking: DHCP, DNS, LAN, TCP/IP, VPN, WAN, Wi-Fi, WINS
Mobile: Blackberry, iPhone, Windows Mobile

Experience

2001-2011
Confidential
Network /Desktop Support Analyst
Sunnyvale, CA

Selected to serve on post-acquisition integration team: migrated Exchange mailboxes, upgraded Oracle stack, and resolved issues resulting from major IT infrastructure changes
Coordinated with three other team members to ensure seamless, effective, and efficient support of 300 employees and 500 workstations
Collaborated with team to plan rollouts to 24X7 mission-critical lab environments
Achieved 90% issue resolution rate
Diagnosed and fixed network connectivity issues using ping, traceroute, etc.
Authored knowledgebase articles to share my procedures with other team members
Selected to travel and deliver in-person training to teams in UK, France, Holland, and Switzerland
Mentored and advised new and temporary team members
Set up and troubleshot wireless networks/routers
Updated printer drivers
Prepared new laptops and PCs for distribution using imaging software and data migration tools
Kept images up to date with the latest patches
Managed user accounts in Active Directory
Administered automated enterprise tape back-up solution, performed restores, and maintained library

1999-2001
Quality Assurance Engineer/Technical Support
Confidential
Campbell, CA

Troubleshot and resolved customer problems with peer-to-peer mortgage software
Promoted twice in two years
Authored test plans and scripts based on product specifications
Solicited input from development managers and optimized test procedures based on feedback
Maintained customer support website
Posted release packages on website for customer download