Service Desk Analyst Resume

PROFESSIONAL SUMMARY:

Confidential

Service Desk Analyst

Responsibilities:

Provide Tier 2 technical support to Perdue Pharmaceutical end users.
Resolve issues with Apple devices, Windows, MS Outlook, and Print Servers.
Utilize tools such as Active Directory, Remote Desktop, Mobile Iron and ServiceNow.
Confirm project scope, define team, and hold stand - up meetings
Excellent workflow process management skills with the Ability to multi-task.
OKTA- (Apps, Mobile, SSO, MFA).
Proactively working other Service Desk agents to Maintain Service Level Agreements.
Acting as technical liaison between end users and client support groups.
Microsoft Office 365 (Excel, Word, PowerPoint, Project, Visio), Skype for Business, Lync, Exchange 2010+, Microsoft.
ServiceNow, BC Remedy, AIMS, Tarmac, Pinnacle, iLog, GCRM.

Confidential, Ft Lauderdale

Service Desk Team Lead

Responsibilities:

Supervised and provided technical assistance for 8 level II remote desktop technicians in all aspects of a lead technical role and supervisory functions such as schedules and ADP time clock management.
Managed day to day operations of the HP Service Desk ticket work flow for escalations, break/fix and Move add Changes (MACs).
Maintained above 90% SLA on time criteria set by the business.
Provided metrics on SLAs for management.
Designed and implemented the Air Watch architecture for mobile device deployment.
Created provisioning profiles to enhance security on iPads.
Published Web Clips-applications links on iPad desktop.
Deployed applications with Air Watch, Mobile Iron and Apple Configurator.
Supervised devices with Apple Configurator for enhanced security.
Track devices with Air Watch, Mobile Iron and ICloud.
Imaged mass PCs for new store acquisitions in a mini config-center with SCCM and a Gig Cisco switch.
Handled all logistics of shipping and receiving equipment for various project (FedEx).

Confidential, Ft Lauderdale

Service Desk Analyst

Responsibilities:

Provide technical and user desktop support for over 33,000 users in the field and corporate Head quarters’ via email, phone and onsite services - with call volumes of over 30,000 per month.
Created provisioning profiles to enhance security on iPads.
Published Web Clips-applications links on iPad desktop .
Deployed applications with Air Watch, Mobile Iron and Apple Configurator.
Supervised devices with Apple Configurator for enhanced Security.
Track devices with Air Watch, Mobile Iron and ICloud.
Imaged mass PCs for new store acquisitions in a mini config-center with SCCM and a Gig Cisco switch.
Handled all logistics of shipping and receiving equipment for various project (FedEx).
Apple IOS engineering to customize an AutoNation- IOS image, and MDM provisioning profiles for mass iPad deployments with Griffin Multi-Docks, Mac-Minis and Apple Configurator (Supervised devices).
Windows XP to Windows 7 migration; 17,000 workstation Environment.

Confidential, Ft Lauderdale

Helpdesk Analyst

Responsibilities:

Created HP Service Desk ticket work flow for escalations, break/fix and Move add Changes
Incoming calls to the Helpdesk.
Creation of a service call ticket for each call.
Assignment to appropriate Workgroup.
Process of emailed requests to the Helpdesk; creating a SC ticket.
Closing out of SC tickets.
Processing various HD ticket queues:
SMU Misc.
AN Helpdesk Call Backs and Personal HD tickets.

Confidential

Lead Database Support System Technician

Responsibilities:

Create and maintain Enterprise Databases in a Client/Server Environment using SQL Server 6.5 and SQL 2000 for over 175 Servers.
Implementation of physical database models supporting various business applications and tables in a Windows 2000 Server Environment for 200+ hospitals.
Substantial experience with TCP/IP in a LAN/WAN with Cisco, MS VPN, VNC adapters and PC Anywhere Application for the purpose of Remote Access.
Using Ghost utilities and manual Staging of Windows 2000 Server.
Over seeing Networks ranging from 10 to 150 workstations. Providing after hours/24 hrs. support on weekly/monthly basis of rotation.
Monitor the ticket queue in a mixed NT and Unix (Solaris) environment consisting of over 280 servers.
Use of TNG Unicenter and Advanced Help Desk software (AHD) to monitor the servers.
Check the file system utilization, cpu utilization, the uptime of the server, verify monitoring agents are running.
Monitor NT server’s file systems, cpu utilization, memory utilization, Dr Watson errors.
Use of Legato, NetBackup and Arcserve software.