EXPERIENCE

Desktop Support Analyst
8/2011 – Present Confidential, Mound Bayou, MS
Provide on-site support of health center’s main site and three remote locations. 
Responsibilities

• Install, configure, monitor and troubleshoot PC\'s and related hardware on all OS platforms.
• Support users on a variety of desktop and laptop computers employing Windows XP/7, Microsoft Office, Adobe Acrobat, and diverse desktop and web based applications distinctive to the health care profession.
• Identify and remove computer viruses and provide major repairs in accordance with outside vendors
• Make certain the installed systems conform to the established standards and protocols

Key Accomplishments:

• Help to coordinate the implementation health electronic medical records with software vendor.
• Organized the clean-up of 5000 duplicate records found in the practice management system before insertion into the new electronic medical records systems.
• I installed a companywide inter-office email system utilizing Microsoft Outlook along with web-base email system called Dotster.

Desktop Support Analyst
7/2008 – 8/2011 Confidential, Memphis, TN
Assist Network Administrator in IT operations for 1300 users of personal computer and laptop systems:
Responsibilities:

• Maintain the availability of the WAN and LAN resources in a Microsoft 2003 Server Active Directory environment
• Install, configure, monitor and troubleshoot PC\'s and related hardware on all OS platforms.
• Implement new software and upgrade existing software on individual laptops using remote terminal application such as Netmeeting and/or Daneware Mini-Remote.
• Provide support to internal users to resolve concerns with specific applications including Windows Vista, XP, Windows 7, Microsoft Office, Trend Micro Security Suite, Internet Explorer and numerous industry specific applications.
• Assist users in setting up and maintenance of their Outlook 2003 and Outlook 2007 for use with Microsoft Exchange Server for email client.
• Identify and remove computer viruses and provide major repairs in accordance with outside vendors
• Perform diagnostic testing on PC equipment and ensure printers are up and running at all times.
• Procure receive, document and track inventory of all computer equipment and software licenses.

Help Desk Support Analyst
3/2007 – 3/2008 Confidential, Research Triangle Park, NC
I was a member of a network team handling over 10,000 calls per day for CISCO Systems, supporting four million-plus PCs and a diverse group of end users. Analyzed problems reported and assigned technicians as needed.
Responsibilities

• Implemented new software and upgraded existing software on individual laptops using remote terminal application such as Netmeeting and/or Livelink.
• Activated and deactivated employee, customer, and company affiliate profiles.
• Reset users Active Directory and intranet passwords.
• Provided support to internal users to resolve concerns with specific applications; including Windows XP, Microsoft Office, McAfee Security Suite, and numerous industry specific applications.
• Support users in setting up and maintenance of Outlook to use Microsoft Exchange Server for email client
• Diagnosed network connection problems on Windows XP platform
• Troubleshooting hardware and peripheral to include printers in Windows environment.
• Entered requests for technical assistance using Remedy help desk application.

Desktop Support Specialist 
5/2003 - 3/2007 Confidential, Norcross, GA
Served as the first point of contact for resolution of desktop related problems in a 50-user environment. 
Responsibilities:

• Installed upgrades and maintained the J.D. Edwards Sales/Order Entry application.
• Tested new software, changes and enhancements to product and/or processes.
• Provided support to internal users to resolve problems with specific applications; including Windows NT, Windows 2000, Microsoft Office, and industry specific applications.
• Set up workstations and laptops for new employees; configure systems, ensured network connectivity, installed and test hardware and software.
• Conducted research on proposed system upgrades and identified potential incompatibilities that led to system purchases.
• Recommend that new employees undergo training on desktop software applications.

Technical Support Engineer Analyst 
12/1998 - 10/2002 Confidential, Atlanta, GA
Responsible for the support and administration of the pre and post sale telecommunications equipment processes for domestic and international business solutions. Maintained cross business responsibilities; Interaction with business market IT staff, internal IT technical support, customer service, sales and marketing departments. Assisted in the testing of new software, changes and enhancements to product and/or processes. Prepared equipment drawings, wiring lists and assignments records for historical documentation.
Key Accomplishments:

• Instrumental in delivering an engineering solution in four days to position Lucent to secure Deutch Telecom multi-million dollar bid.
• Spearheaded project to reduce custom fines for incorrect product packaging for international shipping.
• Provided pivotal team support to accomplish an increase in the department’s engineering orders on-time delivery to (98%) while decreasing the department’s engineering interval by (62%) from (21) to (8) days.

Education:
6/1996 - 10/1998 - Confidential, Atlanta, GA 
BS Telecommunication Management; GPA: 3.68; Magna Cum Laude

Technical Skills: 
Software knowledge: Microsoft Office, Access, Outlook (with Microsoft Exchange Server) & Outlook Express, Internet Explorer, Mozilla, Adobe, Alliance Help Desk Automation Tool, Remedy, Active Directory, McAfee Security, Credant Encryption, Odyssey Wireless Client , Wireless Client, Compugroup Medical Healthport Practice Management Software, Compugroup Medical Healthport Electronic Health Records Software.Hardware knowledge: Windows 7, Vista, XP, 2000, NT, Networking Skills: ECT Router configuration, Ethernet configuration, TCP/IP Configuration, Wireless Connectivity, DHCP, DNS, VPN, LAN, WAN