OBJECTIVE

To secure a challenging opportunity with a company that will enable me to utilize my profit-building skills, customer service skill, interpersonal communication and analytical skills to significantly contribute to the company's growth and my professional development.

Confidential

Sr. End User Support Analyst

• Assist with Window 7 deployment and transition of end users and departments to Windows 7 operating system and Microsoft Office 2010.
• Provide support to building and packaging applications for distribution to Firm computers using Microsoft's SCCM.
• Install, configure, upgrade, troubleshoot, and remediate hardware and software issues pertaining to current and legacy versions of Microsoft Windows.
• Complete property, certification, and other forms, obtaining the necessary signatures.
• Replacing workstation/PC on users desk and reconnecting all cables/peripherals
• Launch and test basic functionality for all core applications, configuring Outlook/Word/Excel.
• Test new versions of business software to ensure proper operation and integration.
• Install printers, back up and restore local files, and configuring screen resolution.
• Documents solutions, lesson learned for future use.

Confidential

Sr. Desktop Support Analyst

• Assist with Window 7 deployment and transition of end users and departments to Windows 7 operating system and Microsoft Office 2010.
• Provide support to install, configure, upgrade, troubleshoot, and remediate hardware and software issues pertaining to current and legacy versions of Microsoft Windows.
• Complete property, certification, and other forms, obtaining the necessary signatures.
• Replacing workstation/PC on users desk and reconnecting all cables/peripherals
• Launch and test basic functionality for all core applications, configuring Outlook/Word/Excel.
• Test new versions of business software to ensure proper operation and integration
• Install printers, back up and restore local files, and configuring screen resolution.
• Documents solutions, lesson learned for future use.

Confidential

Sr. Desktop Support Analyst

• Assist with Window 7 deployment and transition of end users and departments to Windows 7 operating system and Microsoft Office 2010.
• Provide support to install, configure, upgrade, troubleshoot, and remediate hardware and software issues pertaining to current and legacy versions of Microsoft Windows.
• Complete property, certification, and other forms, obtaining the necessary signatures.
• Distributing electronically filing forms accurately and in a timely manner.
• Developed program and project plans specifying goals, strategy, staffing, scheduling, identification and mitigation of risks, contingency plans, and allocation of available resources.
• Communicated complex technical requirements to technical and non-technical personnel. Facilitates project interviews and weekly status meetings.
• Providing troubleshooting guidance, research, documentation to increase first level resolution of customer requests.
• Analysis of trouble calls, which includes determination of trends and developing proactive solutions to preclude proliferation of the problem trend.
• Understands sensitive information and confidentially requirements.
• Strong interpersonal and communication skills, interacts with external and internal contactors at all levels with in and out of the company. Persistent and resourceful, self starter who can solve problems with little guidance.
• Respond to user requests for assistance with computer issues, and diagnose hardware and software problems.
• Responsible for maintaining PC image library for all the departments.

Confidential

Sr. Helpdesk Support Analysts

• Assist with Window 7 deployment and transition of end users and departments to Windows 7 operating system and Microsoft Office 2010.
• Manage user accounts, set up new user computers and workstations, configure and rebuild PCs.
• Working with Sr. Network Engineer to ensure that clients have correct Router configurations, system configuration to interfaces for IP/VPN clocking, STS VT Groups, DS3s, BGP, etc , working with BAAIS-IP client automated provisioning system and also to correct configuration errors on Service Edge Routers SER .Maintain hardware and software warranties and services through Dell, Microsoft, and other vendors.
• Configuring and troubleshooting Outlook/Exchange 2003 client issues.
• Monitor the ticket using Remedy Helpdesk System
• Respond to user requests for assistance with computer issues, and diagnose hardware and software problems.
• Deploying, troubleshooting, and repairing Dell laptops, including coordinating returns to helpdesk stock room.
• Respond to user requests for assistance with computer issues, and diagnose hardware and software problems.
• Responsible for maintaining PC image library for all the departments
• Provide Tier 2 supports to customers. Ensure customer installations are in accordance with standard procedures and Service Level Agreements. Develop, maintain, and manage relationships with assigned customers.
• Help user via the phone solved there email problems.
• Adding new users to Active Directory and setup group policy according to company's policy.
• Apply Windows and other associated application patches and updates as needed.
• Working with third party vendors, and contractors to customize and package applications as required. Utilized MacAfee safe booth to protect the laptop from an authorized user.
• Automate desktop image creation and deployment using Symantec ghost software
• Understands sensitive information and confidentially requirements.
• Knowledge of Active Directory account management and Microsoft Outlook necessary.
• Responsible for audio-visual AV support for internal and external customers.
• Performs systems training for customers including PC, laptop, BlackBerry, software and applicable desktop peripherals.

Confidential

Sr. Helpdesk /Desktop Support Analyst

• Utilizing and Monitoring of tickets using Remedy Helpdesk System in first level support of all incoming calls
• Accurate escalation of tickets per departmental procedures.
• Accurate logging ticketing and tracking of all calls
• Accurate, timely, and professional resolution on all supported issues
• Timely and professional follow up on all calls Quick identification and control of high priority issues
• Efficient and accurate resolution of all assigned tickets
• Help users using Mac with their iwork issues
• Documents solutions, lesson learned for future use
• Build, manage and deploy Hp Desktop/Laptop Images using Symantec Ghost, Windows Desktop Deployment Technologies or other Imaging tools
• Meet all Service Level Agreements SLA as listed in the Service Level Management Plan
• Computer laptops and external peripherals management.
• Set-up new user desktop laptop configuration and rebuild HP PCs

Confidential

Helpdesk Support Analyst

• Assigns and monitors tickets/incidents via Service Center though Remedy Helpdesk System by
• Quick identification and control of high priority issues
• Accurate escalation of tickets per departmental procedures
• Efficient and accurate resolution of all assigned tickets
• Documents solutions, lesson learned for future use
• Configure printing configuration. Via Network management.
• Installation and troubleshooting of desktop/Laptop applications for clients
• Configuring and troubleshooting Outlook/Exchange 2000 client issues, including dial-up and handheld access. Create and re-set password for the clients as required.
• Provide phone support to network operations, security, and communication systems.
• Build, manage and deploy Desktop/Laptop Images using Symantec Ghost, Windows Desktop Deployment Technologies or other Imaging tools
• Installation and troubleshooting of Windows 2000/XP Professional, Vista and Window 7
• Work with Mac OS X in a support role. Help users using Mac with their iwork issues
• Knowledge of Active Directory account management and Microsoft Outlook necessary Track laptop and desktop assignments using the Remedy system.
• Develop, define, communicate, monitor and track methods of problem solving/escalation of issues to ensure a high degree of customer satisfaction.
• Install software applications, install and test hardware and software upgrades
• Strong interpersonal and communication skills, interacts with external and internal contactors at all levels with in and out of the company.
• Manage user accounts, set up new user computers and workstations, configure and rebuild Hp and Dell PCs.
• Understands sensitive information and confidentially requirements

Confidential

Helpdesk/Desktop Support Coordinator

• Developed program and project plans specifying goals, strategy, staffing, scheduling, identification and mitigation of risks, contingency plans, and allocation of available resources.
• Work with financial department in budgeting in all new projects. Prepared and presented briefings to senior management officials on complex and controversial issues and project status.
• Prepared detailed complex project tracking reports utilizing Microsoft project, pivot tables and spreadsheets to manage data across multiple projects.
• Communicated complex technical requirements to technical and non-technical personnel. Facilitates project interviews and weekly status meetings.
• Strong interpersonal and communication skills, Persistent and resourceful, self starter who can solve problems with little guidance.
• Understands sensitive information and confidentially requirements
• Develop, implement, monitor and refine various procurement objectives and programs in accordance with internal and/or the Office of Procurement Policy initiatives.
• Research, analyze, interpret and provide expert advice and technical guidance regarding industry standards and methodologies, regulations and legislation, case law and internal policies.