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Tier 2 Deskside Support Analyst Resume

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Bethlehem, PA

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SKILLS: Microsoft Office: Microsoft Office Word, Excel, Power Point, Microsoft Outlook, Publisher.
PC Hardware: Dells, Gateways and Compaq’s, IBM’s, Micron, Tangent, IBM, IDEA Terminals, Toshiba Tablets, Cisco & Dell Wireless Cards, Blackberry,
Software: Windows 95/98, 2000, XP, 7, Active Directory, MS- DOS, OS/2, Unix, Vax, Novell, Netscape Navigator, Citrix, SAP, Lotus Notes, Publisher, Remedy, TRACK – IT, Clarify, PowerDocs, Checkpoint VPN, Damware, Citrix, Teamtrack

EDUCATION: Certified Help Desk Support Professional
Bachelor of Science in Marketing, 1994.

CERTIFICATIONS

A+ Certified, MCP Workstation 4.0, MCP 2000, Cisco GPS Certified.
Dell, Toshiba & HP Certified on Desktops & Notebooks, Dell Printers Certified

EXPERIENCE

Confidential, Bethlehem, PA 2007 – 2011 Tier 2 Deskside Support Analyst

  • Provide technical support remotely to corporate and agency users nation-wide ondesktops, laptops, printers and Guardian proprietary software.
  • Provide desktop support to corporate users on desktops, laptops, printers & scanners.
  • Provided support on Citrix/VPN/Blackberry issues
  • Hardware/Software Deployments Windows 2K/XP/7
  • Responsible for various hardware/software, disaster recovery projects to help the client be more efficient & prepared

Confidential, Blue Bell, PA 2006-2007
Desktop Support Analyst

  • Provide corporate technical support to over two-thousand desktops, laptops, Telecommunication and corporate workstation Information Technology peripherals.
  • Provide quality assurance testing and work as a team player providing suggestions.
  • Provided support on Citrix/VPN/Blackberry issues

Confidential, Malvern, PA 2005
LAN Administration Support

  • Provided hardware and software installation, troubleshooting, and configuration support.
  • Managed hardware inventory and equipment databases, and submitted monthly reports.

Confidential, Malvern, PA 2004
PC Deployment Technician

  • Installed and configured desktop, Blackberries, PDA’s, HP hardware and software.
  • Managed Active Directory user password and access requests.

Confidential, Philadelphia Tri State Area, PA 2004
Installation Field Service Technician

  • Installed and configured airport equipment desktop, laptops, routers, hardware and software.
  • Worked on airport equipment including luggage printers, terminals, and Nortel products.

Confidential, Bethlehem, PA 2003
Installation Technician

  • Provided documentation and reporting metrics, and administered weekly corporate backups.
  • Supported PC medical hardware and software equipment.

Confidential, Merion, PA 2002
Help Desk Analyst

  • Administered hardware and software issues for all corporate desktop & software.
  • Resolved network connectivity, LAN/WAN issues and escalated support issues.

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